Customer Engagement Manager Diabetes Milano

Customer Engagement Manager Diabetes
Milano
Lombardia, Milano

Reporting directly to Diabetes Franchise Head, such as Customer Engagement Manager, will need to define customer strategies and associated action plans, ensuring and monitoring their implementation.

This position is critical in the organization of Primary Care and a key part in the development of new business models, with a focus on knowing and being able to provide the best services and experiences to our customers.

The CE Manager will ensure effectiveness and harmonization of CE initiatives within portfolio and channels, according to brand strategies

**Key responsibilities

- Build the Customer Engagement strategy and plan to maximize experience with our brands Define Go-to-Market model (hybrid, remote, pure play)

- Drive Customer understanding: knowledge and insight collection (MKT Res, Survey, Flanking, Feedback collection)

- Lead Customers segmentation based on Rx behaviors and needs; define the Customer Personas Identify meaningful mix channels/brands per Customer (F2F, Congresses, Digital, CME )

- Translate the CE Plans into Customer Journeys: concrete Omni-Channel actions in line with Brand plans

- Coordinate/cascade of content strategy with the Medical-Marketing teams

- Manage the engagement of Scientific Societies (National Congresses) in collaboration with Medical

- Engage and collaborate with Sales for customer feedback collection and local/regional action plan implementation Involve the BO&S team in all the required initiatives (Digital channels)

- Align and exchange with other BUs and Support Functions to maximize client synergies and avoid "overlap"

- Responsible CE performance: monitor the evolution of customer interactions and their impact on the business

- Collect and evaluate KPIs from different sources (BO&S/third parties) to make decisions and adapt the activities

- Define customer segmentation and profiling in order to optimize initiatives set up and right promotional pressure.

- Move from a personas customer journey to a personalized journey with full leverage of omnichannel engagement

- Integrate at best physical and digital approach working in strong collaboration with sales force head

- Manage most of the franchise A&P to guarantee the execution of the Plans

**Requirements**:

- University degree in Management/Science or Economics and Health Economics/ Healthcare Management postgraduate studies (PhD, Master)

- At least 2 or more years full time working experience in a similar role better if in a pharmaceutical company or consulting

- Excellent skills in Excel and Power Point

- Good interpersonal and leadership skills

- Excellent Italian and English are a must

- Skills: omnichannel experience, data analysis

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