Customer Experience Manager

Position Overview

The Customer Experience Manager is a commercial position responsible for driving growth within the assigned area and delivering on KPIs. This role focuses on understanding customer needs, optimizing customer journeys, and executing tactics that deliver exceptional experiences while following the assigned coverage plan. The position demands excellence in execution to ensure compelling growth, combining strategic vision with meticulous implementation to drive customer satisfaction and business success.

Main Responsibilities

• Develop and execute commercial strategies to drive compelling growth in the assigned area

• Deliver on assigned KPIs with high standards of excellence and accountability

• Follow and optimize the assigned coverage plan to maximize market impact and customer reach

• Track performance metrics with high exigence, continuously striving for improvement and setting ambitious benchmarks

• Develop and execute the Integrated Growth Plan (IGP) with a focus on customer experience excellence

• Determine growth potential through data-driven analysis of customer segments and prioritize initiatives accordingly

• Define and implement core brand/disease initiatives that resonate with target audiences

• Drive excellence in tactics execution, ensuring meticulous attention to detail and consistently high-quality deliverables

• Create comprehensive omnichannel campaign journeys that deliver seamless customer experiences

• Develop digital content strategies and optimize channel mix to maximize customer engagement

• Define and implement modular content and disease solutions tailored to specific customer personas

• Manage budget planning and control (Strategic Plan, A&P) to ensure efficient resource allocation

• Make data-driven decisions while maintaining customer focus and commercial priorities

• Consult on Go-to-Market models that prioritize customer-centricity and drive business growth

• Identify opportunities for user journey improvements and process optimization based on customer feedback

• Lead cross-functional collaboration to ensure consistent customer experiences across all touchpoints

• Build trust and foster open communication with internal stakeholders

• Partner with Sales, Medical Affairs, and Marketing teams to ensure integrated commercial approaches

Required Qualifications and Experience

• Bachelor's degree in pharmaceutical science, or related field; MBA preferred

• 2+ years of experience in customer experience management or commercial roles, preferably in pharmaceutical or healthcare industries

• Demonstrated success in developing and implementing customer-centric strategies that drive business growth

• Experience in setting high standards and delivering measurable improvements in commercial KPIs

• Strong understanding of digital marketing platforms and emerging technologies that enhance customer engagement

• Proven ability to collaborate across functions and lead cross-functional teams toward shared commercial goals

• Experience in analyzing customer data and translating insights into actionable commercial strategies

• Track record of taking thoughtful risks to develop creative solutions that address customer needs and drive growth

Cross-Functional Collaboration

Works closely with Medical Affairs, Brand Teams, Sales, Digital, Public Affairs, Marketing, Transformation Office, and Finance to ensure integrated customer experiences that drive business growth while delivering meaningful value to customers and patients.