Senior Program Manager, Bowel Coloplast Care and Consumer Services Insights

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Are you passionate about making a difference for people with intimate healthcare needs? And are you motivated to empower our consumers through our patient support programs?

 

We offer a unique chance as a Senior Program Manager who will manage and continuously innovate Coloplast Care for people with bowel issues (also known as ‘Bowel Care program’) from a global perspective, while being the global owner of consumer services insights.

In the Care team, we work hard to fully support our consumers with great support services spanning from lifestyle, condition management, emotional support to product guidance. Bowel Care (BC) is a high growth and high focus area for Coloplast representing a large untapped potential not least within consumer services. A next step in the Care team is to consolidate insights ownership with one person to ensure consistent, high-quality focus on KPIs, tracking and follow-up. 

You will be part of a vibrant and international team that designs, develops, implements, and tracks these programs from global level in close collaboration with our colleagues in subsidiaries around the world and HQ colleagues (e.g., Marketing & Services, Reporting Solutions, Data, Digital and IT, Evidence & Adoption, Branding & Design). You will also be part of a strategically important cross-functional project team focused on taking our Bowel business area to the next level. 

 

You will own services towards Bowel Care consumers and insights for consumer services
You will be responsible for the continued design, development, implementation, and tracking of the Coloplast Care program for people with bowel issues. The program is currently being scaled to more markets while being further developed to support an exciting full-potential plan for the Bowel business area. Furthermore, you will be the lead of establishing and owning consumer services insights in the team from defining which KPIs to track and at which frequency to preparing and supporting insights dialogues with top markets. 

 

In this role, you will more specifically:

• Set the strategic direction for continuous innovation of the Bowel Care support program
• Create scalable service solutions which can be adapted locally and result in measurable impact
• Translate clinical insights and product-related claims into consumer-friendly content together with our copywriter, while ensuring that our infrastructure (e.g., Salesforce) supports our service delivery 
• Collaborate closely with our BC markets to implement and track performance of our global service offerings
• Set the strategic direction for a newly established consumer services insights field in the team
• Take the lead on driving and optimizing our tracking and insights generation of consumer services across business areas incl. target-setting and dialogues with top markets
• Uncover new insights and be an inspiration for more data-driven decision-making

Your professional competencies:

• 5+ years of experience within marketing communications, service innovation, project management, product or performance management, consulting, or similar 
• Experienced within medtech industry or activating/tracking consumer services is a plus
• Ability to work on a strategic/conceptual level, but also get into the details of our processes, performance numbers and project plans
• Excellent communication & presentation skills; Writing good storylines, visualizing and presenting results in a compelling way which inspires/challenges/influences key stakeholders
• Strong analytical toolbox, incl. Excel at advanced level and basic knowledge of Power BI and/or other business intelligence front ends
• Experience with CRM systems (e.g., Salesforce.com) is considered an asset, but not a pre-requisite
• Have a strong eye for details and collaborate equally well with re