Customer Engagement Manager
Dubaï, Émirats Arabes Unis Regular Posté le Oct. 01, 2025 Expire le Oct. 09, 2025Job Description:
Customer Engagement Manager
Position Overview
The Customer Experience Manager is responsible for developing and implementing strategies that enhance customer interactions across all touchpoints. This role focuses on understanding customer needs, optimizing customer journeys, and driving initiatives that deliver exceptional experiences aligned with business objectives. The position demands excellence in execution of tactics to ensure compelling growth, combining strategic vision with meticulous implementation to drive customer satisfaction and business success.
Key Responsibilities
Develop and execute the Integrated Growth Plan (IGP) with a focus on customer experience excellence, demonstrating passion for creating exceptional customer experiences that ultimately benefit patients
Participate actively in cross-functional launch planning teams, contributing to strategy development and ensuring customer voice integration. Support the creation of launch materials, coordinate customer-facing activities, and assist in implementing successful product launches.
Determine growth potential through data-driven analysis of customer segments and prioritize initiatives, accordingly, using forward-thinking approaches to anticipate future trends in customer expectations
Define and implement core brand/disease initiatives that resonate with target audiences, consistently seeking new opportunities to improve customer journeys
Create comprehensive omnichannel campaign journeys that deliver seamless customer experiences, fostering collaboration across teams to ensure integrated approaches
Develop digital content strategies and optimize channel mix to maximize customer engagement, embracing innovative technologies and platforms
Define and implement modular content and disease solutions tailored to specific customer personas, demonstrating creativity and adaptability in addressing diverse customer needs
Track performance metrics and marketing effectiveness with high exigence on KPIs, continuously striving for improvement and setting ambitious benchmarks
Manage budget planning and control (Strategic Plan, A&P) to ensure efficient resource allocation, making data-driven decisions while maintaining customer focus
Consult on Go-to-Market models that prioritize customer-centricity, advocating for user-centered design approaches in all customer-facing initiatives
Drive excellence in tactics execution, ensuring meticulous attention to detail and consistently high-quality deliverables
Identify opportunities for user journey improvements and process optimization based on customer feedback, demonstrating analytical thinking and creative problem-solving
Lead cross-functional collaboration to ensure consistent customer experiences across all touchpoints, building trust and fostering open communication
Drive research, design, prototyping, and validation of customer experience solutions, taking thoughtful risks to develop innovative approaches that address customer needs
Required Qualifications and Experience
Bachelor's degree in Marketing, Business, or related field; MBA preferred
5+ years of experience in customer experience management, preferably in pharmaceutical or healthcare industries
Demonstrate strategic thinking by connecting customer needs to business objectives while building and maintaining strong customer relationships
Apply project management skills to handle multiple priorities effectively within cross-functional launch planning and execution teams
Demonstrated success in developing and implementing customer-centric strategies that drive business growth and successful product launches
Experience in setting high standards and delivering measurable improvements in customer satisfaction metrics and launch performance indicators
Strong understanding of digital marketing platforms and emerging technologies that enhance customer engagement throughout the product launch process
Proven ability to collaborate across functions and lead cross-functional teams toward shared customer goals
Experience in analyzing customer data and translating insights into actionable strategies
Knowledge of innovative methodologies such as scrum, lean start-up, nudge, and design thinking
Track record of taking thoughtful risks to develop creative solutions that address customer needs
Excellent project management skills with ability to prioritize multiple initiatives, including coordinating launch activities and events
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.
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