Customer Engagement Manager DK

• Location: Denmark, Østerbro

About the job

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

The Customer Engagement Manager/Lead role is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in directly engaging with customers, understanding their needs and preferences, and driving strategies that enhance customer satisfaction and loyalty.

Main responsibilities:

• Build strong relationships with KOLs and key customers to create long-term partnerships and identify customer needs – emphasizing priorities on high level of customer interactions.
• Customer Strategic Focus: Lead the development of a customer-centric strategic focus that aligns with overall business objectives, identifying key opportunities to enhance engagement and satisfaction.
• Customer Persona Development: Craft detailed customer personas based on robust data and insights, enabling the team to deeply understand the motivations, challenges, and behaviors of different customer segments.
• Customer Journey Mapping: Map out comprehensive customer journeys for each persona, identifying key touchpoints and opportunities to engage and add value.
• Customer Engagement Plan: Design and implement a strategic customer engagement plan that leverages identified personas and journey insights with detail specific activities, channels, and messages tailored to engage each segment effectively, driving meaningful interactions and building strong relationships.
• Channel Assessment & Choices: Conduct thorough assessments of available go-to-market channels, evaluating their effectiveness in reaching target customer segments. Make strategic choices about which channels to prioritize based on alignment with customer preferences and behaviors, ensuring efficient and impactful reach.
• Call Plan by Channel: Develop detailed call plans for each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates.
• Glocal Context Elaboration: Articulate a “glocal” strategy that balances global brand strategies with local market nuances. This involves adapting global engagement initiatives to fit local customer preferences and regulatory environments, ensuring strategies are both globally aligned and locally resonant.
• Within franchise plans, drives and executes marketing and sales strategy through a combination of office based digital and in field activities for a product, service, therapeutic area, franchise, or portfolio, through Customer needs identification and Omnichannel collaborative approach at local/Hub level. Activities require a cross-functional approach with Sales, North Europe Marketing and Medical teams. 

About you

• Bachelor’s degree in Marketing, Business Administration, or any related field.
• Pharmaceutical   Industry   Understanding:   Deep   understanding   of   the   pharmaceutical   industry’s   regulatory environment, market dynamics and customer engagement.
• Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end  customer  journey.  CX  professionals  need  to  identify  and  map  out  the  various  touchpoints  and  interactions customers have with the company, from initial awareness to post-purchase support.
• Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. Out of the box thinker, always searching for new opportunities.
• Technical  proficiency:  Experience  with  digital  engagement  tools,  AI  applications  for  customer  insights,  and familiarity with Agile methodologies.
• Language  Proficiency:  Fluent  in  the  primary  language(s)  of  the  country  or  countries    of  operation,  with  strong communication skills.
• Role model of PTW behaviors.
• Customer  Engagement  Strategy  Execution:  Proven    track  record  of  developing  and  implementing  successful customer engagement strategies that have significantly improved customer satisfaction and loyalty.
• Experience  in  Customer  Engagement:  Proven  experience  in  Leading  customer  engagement  or  relationship management initiatives, preferably within the healthcare or pharmaceutical sect