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Job title: Customer Engagement Lead (Launch)

About the job

Key Dimensions:

The Customer Engagement Lead RSV holds a pivotal position in pre- and post-launch activities of brand to establish a strong market presence and drive growth. This role is designed to focus exclusively on customer engagement at the country level and demands cross-functional collaboration, deep understanding of customers and market dynamics, and the agility to adapt strategies to suit market needs.

Main responsibilities:

• Launch Strategy: Work closely with the franchise team to ensure successful localization of launch strategy in line with local dynamics, implementing the launch excellence framework at a local level to ensure timely and successful preparation and execution. Lead a customer centric brand management process with a glocal & transversal approach focusing specifically on meeting the needs of healthcare professionals and patients.

• Customer Engagement Strategy: Design and implement strategic customer engagement plans that leverages identified personas and journey insights with specific activities, channels, and messages tailored to engage each segment effectively, driving meaningful interactions and building strong relationships. Craft detailed customer personas based on robust data and insights, enabling the team to deeply understand the motivations, challenges, and behaviours of different customer segments. Lead the segmentation of the market and identification of key targets. Map out comprehensive customer journeys for each key persona, identifying key touchpoints and opportunities to engage and add value. Ensure the personalization of customer interactions & content across channels. Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement. Develop the adapted content, on a global manner, in respect of the regulatory frame & in coordination with the dedicated partner functions (medical, regulatory...)
• Go-to-Market Strategy: Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications.
• CustomerInsight and Analysis: Collect customer feedback and insights to identify areas for improvement of the brand and customer engagement strategy. Enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations. Continuously monitor the healthcare environment and competitive landscape, adapting strategies to maintain competitive advantage and compliance with local regulations.
• Launch Process Management: Monitor the progress of country activities against the launch plan and deploy remediation plans in cases of need. Monitor the progress against objective external key performance indicators.
• Cross-Functional Leadership: Lead the brand team with a strong “Customer First” ethos, empowering team members to innovate and excel in their engagement initiatives. Work in close cooperation with the brand team to nurture the brand strategy with customer insights and needs. Work in close cooperation with the salesforce optimizing engagements, messages and processes to ensure a seamless and positive customer journey. Ensure that the brand team understands that a positive customer experience is a key aspect of CX roles. This involves training employees to meet customer expectations and handle various customer interactions effectively.

Required Qualifications & Experience

• Graduate degree in business management, economics, engineering or related fields
• At least 3 years of marketing experience in pharma sector, preferably in multinational companies with leading brands
• Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer needs

Skills

• Analytical and strategic planning
• Data driven decision making
• Transversal leadership capabilities
• Cross functional business understanding and leading
• Conceptual and creative thinking
• Customer centric mindset
• Excellent planning and organizational skills, with a strong capacity to organize workload
• Strategic thinking and strong business analytical abilities
• Proven Project Management expertise working with cross-functional group
• Ability to challenge, influence and recommend alternative
• Agility & resilience
• Strong Communication and stakeholder engagement skills
• Sense of anticipation, confidentiality and responsibility
• Fluency in Turkish is a must as the role will interact with local stakeholders.
• Fluent in English both written and spoken