Global Customer Experience Senior Manager

Contenu de l'offre Global Customer Experience Senior Manager chez Ipsen

Global Customer Experience Senior Manager

Title:

Global Customer Experience Senior Manager

Company:

Ipsen Pharma (SAS)

Job Description:

Summary / purpose of the position

The Global Digital team helps Ipsen functions and businesses in leveraging technology, data and advanced analytics to boost performance. We directly support Ipsen strategic priorities through the delivery of differentiating Digital projects and solutions and the building of critical Digital and analytics capabilities.

Within the Global Digital team, the Customer Experience team is supporting global and local asset/ brand teams design an integrated omnichannel engagement strategy and plans and builds the right capabilities in line with brand/business priorities and customers’ content and channel preferences.

The Customer Experience team has a range of services to support businesses and functions effectively and build Ipsen’s competitive advantage:

Strategic Services Partner: e.g.; Omnichannel Customer Experience design; Content Strategy
Executional Services Partner: e.g.; Campaign execution; Modular content production
Capability Builder: e.g.; Channel activation; Digital Content Factory (DCF)
Digital and Analytics Center of Excellence (CoE): e.g. best practices sharing and benchmarking, guidelines and playbooks

Reporting to the Head of Customer Experience, the Global Customer Experience Senior Manager is responsible for (1) supporting the overall Customer Experience capabilities identification and building (2) developing best practices and guidelines

Main responsibilities / job expectations

Support overall Customer Experience capabilities identification and building:

Work closely with the Customer Experience team to understand and prioritise capability needs/gaps amongst affiliates
Lead key capability building projects, deploy and train users on tools and platforms that enable world-class customer engagement (e.g.; New channels, omnichannel capabilities):
Support capability definition, strategy and roadmap in co-creation with the brands/ affiliates
Take the ownership of end-to-end project management including scoping, resourcing and feasibility assessment, team alignment, planification, implementation, and tracking. You will ensure to deliver on time and on budget. Examples of projects are: Digital Content Factory (DCF), Webfactory, Campaign operations
Create, support, and enhance operational processes
Ensure the documentation of all processes, trainings, and best practices


Develop and maintain relationships with internal key stakeholders
Be a proactive part of capabilities building through on-the-job project delivery, coaching global and local teams, and the facilitation of change/training initiatives

Develop best practices and guidelines

Leverage different projects to further enhance and develop the Omnichannel Customer Experience services and capabilities catalog. You will be expected in this context to identify best practices and optimize them as appropriate
Partner with current external vendors and identify new ones for bringing new expertise and enriching our current journey on Customer Experience.
Participate in transversal Digital team initiatives

Knowledge, abilities & experience

Education / Certifications:

Bachelor or master degree level in marketing, business administration or any related field

Experience:

Required: At least 5 years of experience in pharma business environment
Required: Digital or omnichannel experience
Required: Project Management/PMO/Change Management
Ideal: Digital product management experience
Ideal: Marketing, commercial brand team experience at global or affiliate level

Languages:

  Proficient in English; French is a plus.

Key Technical Competencies

Experienced in using CRM Systems, Campaign management systems, Dashboarding and PMO Tools
Experienced with Office 365
Strong project management skills, ability to prioritize and focus, to juggle multiple projects in parallel
Interpersonal and facilitation skills to drive alignment and engagement with the partners/stakeholders; influence without formal authority.
Team player
Agile mindset
Open-minded, comfortable within a changing environment
Business centric and value driven
Self-starter and autonomous - ability to take ownership and to propose solutions and drive the change, results-driven.
Good verbal and oral communication.
Firm believer in customer experience and ability to evangelize and inspire global and local teams
Dans le cadre de ses recrutements IPSEN s’engage au respect de l’égalité de traitement des candidats, indépendamment du sexe, de l’âge, de l'orientation sexuelle, de l'origine ethnique, de la couleur de la peau, de la nationalité, du handicap ou de l'appartenance à un syndicat.

Summary

Location: Boulogne

Type: Full time