Job title : Customer Engagement Manager, Cardio-Vascular Poland

• Location: Poland, Warsaw
• Hybrid
• Permanent, Full-time

About the job

As Customer Engagement Manager, Poland you will embed transformation of the Go-To-Customer model to an agile, sustainable, and flexible model for the country aligned with CSE MCO Go-To-market transformation vision.
You will contribute to design patient & customer engagement plans and implement with key focus on specific customer activation strategy, personas, customer & patient journeys, digital channels assessment, action plan per channel.

Key Responsibilities

• Design and drive Multichannel Engagement Strategy:
  • Customer Engagement local strategic and operational plans preparation and execution in constant collaboration with the marketing, medical and customer experience teams.
  • Preparation of well-articulated requirements regarding channels (HQ driven and digital alternatives) development to be presented to further channels effective usage with multi-channel approach.
  • Develop or adapt customer/brand value propositions aligned brand/GBU Glocal strategy.
• Project Management
  • Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.
  • Define best practice content strategy implementation in respect to positioning and messages delivered by marketing (Glocal model).
  • KPIs set up & monitoring in cooperation with GTMC with respect to external and internal benchmarks.
• Data-Driven Decision Making
  • Proficiently pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with marketing and customer experience teams and across our region network.
  • In cooperation with other departments undertake ROI analysis on customer engagement strategy in key brands to provide Country Head with recommendations to ensure that all MCE opportunities are well captured/optimized.
• Education & Training
  • Work in close cooperation with Customer Experience optimizing processes and systems to ensure a seamless and positive customer experience.
  • Training employees to meet customer expectations and handle various customer interactions effectively.
• Communication & Collaboration
  • Collaborate with regional content lead in implementing the content roadmap at country level in line with regional Brand Lead’ strategic plan to ensure personalized and relevant engagement.
  • Liaise with local service colleagues and Customer Experience partner to identify areas where performance shows that assistance by the Customer Engagement team may be beneficial to enhance Customer Experience.
• Agile Ways of Working
  • Keep abreast of changes to policy, procedures, and services, prepare and deliver appropriate communication of these changes.
  • Foster a culture of continuous improvement and adaptability to digital tools and ways of working.

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About you

Education (specialization): University degree (medical field would be an advantage), preferably an additional education in Business Management, Marketing or related field.
Experience:

• Minimum of 2 years’ experience in pharmaceutical or FMCG industry or marketing field, in an international environment.
• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing.
• Proven Team/network/community management
• Excellent communication skills, ability to engage people.
• Experience of work in cross-functional teams, high level of collaboration within the team.
• Creativity and focus on finding solutions to achieve results.
• Familiarity with agile working methods and principles.
• Fluency in Polish and English, both written and spoken.

Knowledge:

• Marketing knowledge, strategic analysis and planning, project management, , IT knowledge and skills (Outlook, Word, Excel, Power Point),communication, presentation skills, persuasion, ability to work cross-functionally.

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.
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