Customer Engagement Manager Rare Diseases Milano

Customer Engagement Manager Rare Diseases
Milano
Lombardia, Milano

Location: Milano

- Job type: Permanent; full time

About the job

- Reporting directly to Head of Marketing Rare Diseases, 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 Rare Diseases 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.

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

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**Main 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, Data Analysis, 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 and coordinate/cascade of content strategy with the Medical-Marketing teams

- 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)

- 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, moving 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 Franchise Head and Commercial Leads

About you

- **Experience**: full time working experience in a similar role better if in a pharmaceutical company or consulting

- **Soft skills**: Good interpersonal and leadership skills

- **Technical Skills**:

- Excellentskills in Excel and Power Point

- Omnichannel experience, data analysis

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

- **Languages**: Excellent Italian and English are a must

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We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers.

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