Customer Engagement Manager (Brand Manager) Respiratory

As Customer Engagement Manager you will oversee implementing the companys strategy in the respiratory field, designing customer journeys and leading KOL engagement plans. Key focus should also be given to optimize execution of messaging, channel mix and digital innovation.

We are an innovative global healthcare company with a focus on immunology that extends to innovation in diabetes and transplant medicine. Across different countries, our talented teams are determined to deliver a best-in-class customer experience using the best of digital, artificial intelligence and personal know-how.

Main responsibilities:

Multichannel Engagement Strategy:

Prepare and execute local strategic and operational plans with Marketing, Medical, and Customer Experience teams.
Develop channel requirements for GTMC and ensure effective multi-channel usage.
Align customer/brand value propositions with brand/GBU Glocal strategy.
Project Management:

Contribute to the Customer Experience network, ensuring programs and tools are harmonized.
Implement best practice content strategy with marketing.
Set up and monitor KPIs with GTMC.
Data-Driven Decision Making:

Analyze and share data monthly and quarterly to inform decisions.
Conduct ROI analysis on customer engagement strategies with GTMC.
KOL management:

Work in close collaboration with medical to ensure a seamless KOL engagement.
Manage collaboration with local Pulmonology & immunology scientific associations and ensure optimal local congresses plan execution
Education & Training:

Optimize processes and systems for a positive customer experience.
Train employees to meet customer expectations.
Communication & Collaboration:

Implement content roadmap provided by MCO brand lead.
Collaborate with local service colleagues and Customer Experience partner to enhance Customer Experience.
Agile Ways of Working:

Communicate policy, procedure, and service changes.
Foster continuous improvement and adaptability to digital tools