Manager, Customer Experience (m/f/d)

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Summary:

Under the direction of the Brand Lead, this individual is responsible for the development, execution & measurement of customer journeys in strong collaboration with the cross-functional team (Marketing, Sales, Medical, global teams).

In addition, the incumbent’s role is critical to planning and detailing the tactics and orchestrating contents cross-functionally.

She/he/they drives the continuous enhancement of our omnichannel campaigns and builds and maintains close and trustful relationships with the whole cross-functional customer team, global team and external vendors.  

Responsibilities include, but are not limited to:

• Translate engagement strategy to design and implement cross-functional customer journeys involving face-to-face & digital channels, congresses & events.
• Scope and create detailed project plan for content and materials within face-to-face & digital channels and congresses & events
• Tailor and standardize content for face-to-face channels and congress planning
• Define guiding principles and tailoring possibilities for field force to ensure customer journey execution
• Tailor and place content for digital channels e.g., website or HCP portals and support BU in tailoring content
• Advice on use and implementation of new channels
• Bring in insights from regular market and HCP engagements, market and data analytics to identify gaps & opportunities and develop solutions
• Monitor performance measurement & analytics dashboards, track implementation and success and develop rapid corrective actions if needed.
• Close and trustful collaboration with the cross-functional internal team, global teams, vendors and agencies.
• Participate in brand planning activities in close collaboration with Marketing
• Manage omnichannel communications budget closely to ensure expenditure is aligned with the brand plan.

Skills/Knowledge Required:

• Bachelor or Master’s degree in business management, marketing or related field
• Experienced in developing digital and omnichannel strategies and implementing solutions
• Several years of experience in pharmaceutical or biotechnology industry
• Strong project management capabilities
• Strong accountability and influential skills in working in and guiding cross-functional teams
• Highly energetic, self-reliant, able to successfully drive performance and deliver results with various parties in a timely and efficient manner
• Flexible to changing priorities in a fast moving environment
• Fluency in English and German, both oral and written communications

Based on your function, department or individual position, you will have the opportunity to discuss with your Manager the option to work remotely up to 50% of the time, over a two-week period, with the flexibility to choose the days that align with your collaboration needs.

#LI-Hybrid

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of