Job title: Customer Engagement Manager Dermatology, Israel

Grade: 3.1
Hiring Manager: Immunology (Dupixent) Franchise Head Central & South Europe (CSE) MCO & Immunology Lead Israel
Location: Yakum, Israel Hybrid.
Job type : Permanent, Full-time

About the job

We are in the process of transforming our business to ensure that we continue to put our patients first and work in an agile, sustainable, and flexible model for the country which is aligned with the CSE MCO Go-To-market transformation vision.

This role will involve implementing the country long-term strategy to achieve excellence in Multichannel Engagement (MCE) activities and take the necessary steps to implement a strong MCE, in permanent collaboration with marketing, customer experience, medical and key support functions (Digital, GTMC Legal, Ethics & Business Integrity, Regulatory Affairs).

If you are an energetic team player interested to ensure that your Immunology team members (CE, Commercial lead, sales reps) are equipped with necessary knowledge and tools related to Customer engagement, multi-channel activities and have a passion to participate in cross country CE projects then please apply or reach out to learn more.

Main responsibilities:

Design and drive Multichannel Engagement Strategy:

• Customer Engagement local strategic and operational plans preparation and execution in constant collaboration with MCO content leads, medical and customer experience teams.
• Define channels requirements (HQ driven and digital) aligned with GTMC and further channels effective usage with multi-channel approach.
• Develop or adapt customer/brand value propositions aligned with MCO Global strategy.

Project Management

• Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.
• Define best practice content strategy implementation in respect to positioning and messages delivered by MCO leads (Global model).
• KPIs set up & monitoring in cooperation with GTMC with respect to external and internal benchmarks.
• Manage localization and approval processes of the MCO Dermatology promotional and DSE activities / content materials.

Data-Driven Decision Making

• Proficiently pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with MCO content leads and customer experience teams across MCO CE network.
• In cooperation with GTMC dept. undertake ROI analysis on customer engagement strategy to provide recommendations and ensure that all MCE opportunities are well captured/optimized.

Education & Training

• Work in close cooperation with Customer Experience optimizing processes and systems to ensure a seamless and positive customer experience.
• Training field force to meet customer expectations and handle various customer interactions effectively.

Communication & Collaboration

• Implement content roadmap at country level in line with MCO Brand Lead’ strategic plan to ensure personalized and relevant engagement.
• Liaise with local service colleagues to identify potential areas for Customer Experience enhancement.

KOL management

• Work in close collaboration with medical to ensure a seamless KOL engagement
• Manage collaboration with local Dermatology & immunology scientific associations and ensure optimal local congresses plan execution

Access & Launch Readiness

• Lead pre and post launch activities to maximize launch potential.
• Cross collaborates and align with MCO & local stakeholders to ensure full operational launch readiness.
• Collaborate with Trade & Market access to ensure optimal access and mitigate competitor risk.
• Actively Support the Dermatology on-going IBP process

Agile Ways of Working

• Keep abreast of changes to policy, procedures, and services, prepare and deliver appropriate communication of these changes.
• Foster a culture of continuous improvement and adaptability to digital tools and ways of working.

Key deliverables

Implement a compelling, well designed and well-articulated CE plan based on data analytics and Go-To-Market choices. Support the implementation of common standardized CE platform. Participate cross countries CE projects and campaigns. Drive customer operation excellence at country level and bring customer insights to influence/shape country strategy. Implement & drive multi-channel initiatives in line with MCO brand lead plans. Multi-Channel measurement plans, selecting KPIs and setting goals, targets and measurement milestones for each business objective. Show clear business outcomes and ROI for projects initiated.

Behavioural success factors

Work closely with marketing, medical and customer experience teams while developing and implementing CE strategy and plans. Capability to innovate and drive change. Collaborate effectively with other functions including medical, GTMC, Digital, Regulatory, Legal, Procurement and Finance. Excellent verbal and written communication skills with the ability to interact effectively with people at all levels. Demonstrates a high level of drive and ambition for optimal business results and injects energy and enthusiasm into the organization. Maintain effective internal communications to ensure that all relevant company functions are kept informed of certain channel/campaign objectives. Out-of-the-Box Thinking like Gamification of learning/engagement, VR training and Simulations, AI powered personalized recommendations, etc. to effectively engage customer, foster collaboration, and drive continuous improvement.

Key metrics for measuring success

Identify, measure and track key performance indicators at strategic and operational level to determine customer engagement plans results/success and business impact. Regular and accurate reporting in line with defined standards. Financial objectives achievement and Market research indicators Comply and keep up to date with Pharmacovigilance, Quality, Compliance & HSE (Health, Safety & Environmental) responsibilities

About you

Education (specialization): University degree (medical field would be an advantage), preferably an additional education in Business Management, Marketing or related field.
Minimum of 2 years’ experience in pharmaceutical or FMCG industry or marketing field, in an international environment.
Fluency in local language and English, both written and spoken.
Cross Functional cooperation:
Working closely with Marketing, Customer Experience, and other transversal teams such as Digital, GTMC Medical, Corporate Affairs, Market Access, Legal/DPO (Data Privacy) and other stakeholders. Cooperation with other Country/MCO/Cluster teams, to share experience and coordinate CE operations on a proper level.
Knowledge:
Marketing knowledge, strategic analysis and planning, project management, , IT knowledge and skills (Outlook, Word, Excel, Power Point),communication, presentation skills, persuasion, ability to work cross-functionally.

Skills and Competencies:
Business: Understands business environment and climate; Able to prospect for/ generate new opportunities; Numerate and with good analytical skills; Ability to prioritize; Over achievement against set objectives; Ability to work on their own initiative and make quality decisions; Good selling skills; Excellent interpersonal skills to negotiate, communicate, present, persuade and argument among internal and external stakeholders (KOL, OL, healthcare decision-makers, physicians and patients. Experience of managing effective customer consultation including using social media tools in business.
Leadership: Engages others through active communication; Demonstrates high level drive, passion and ambition for optimal results; Challenges the current market status quo; Develops fresh approaches in order to deliver results. Well-developed time management skills. The ability to prioritize tasks and plan own workloads to ensure deadlines are met.
Networking: Strong relationship builder with internal and external customers; Seeks out new opportunities; Demonstrates Team Working and sharing of best practice.

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