Customer Excellence Process Manager

Job Description Summary

The position is responsible for co-designing omnichannel strategies that enable differentiated and highly personalized experiences, effectively integrating offline and digital channels. Through the analysis and interpretation of engagement insights, the role drives relevant interactions via the right channel, supported by timely and meaningful content for each stakeholder.
In addition, the role supports OCE tactical planning from an integrated channel perspective, ensuring consistent orchestration between face-to-face (F2F) and digital touchpoints across the customer journey. The position ensures excellence in omnichannel operations and digital asset management, enabling effective content activation and a consistent, high-quality experience.
The role acts as a strategic partner to business teams, enabling greater impact through digital engagement, while ensuring compliance with governance, internal processes, and regulatory standards, and elevating marketing execution to industry best practices.

 

Job Description

Key Responsibilities

• Lead operational excellence across omnichannel assets and channels, ensuring effective content activation to enhance experience and engagement for commercial, medical, and access customers.

• Support business teams to maximize impact through digital engagement, ensuring alignment with therapeutic strategy and compliance with governance, internal processes, and regulations.

• Design and execute end-to-end customer journeys across multiple channels, integrating CRM, Salesforce Marketing Cloud (SFMC), and rep-triggered tools, in alignment with TA strategy.

• Oversee channel orchestration and content activation, ensuring materials are properly prepared, approved, and available across field, medical, and access technology platforms.

• Supervise tagging processes, FUSE uploads, and MLR workflows, ensuring quality, compliance, and execution timelines are met.

• Provide customer journey and omnichannel performance insights, supporting continuous improvement of commercial, medical, and access engagement.

• Manage and deliver initiatives and projects within complex matrix environments, collaborating with multiple internal and external functions and stakeholders.

• Act as a change agent, driving adoption of new digital capabilities, operating models, and best practices.

Key Capabilities

• Critical thinking with a structured problem-solving approach.

• Strong project management skills in complex, matrixed environments.

• Strong analytical capability with a data-driven mindset.

• Excellent written and verbal communication skills across different organizational levels.

• Change management mindset, with the ability to drive adoption and transformation.

Experience

• More than 5  years of experience in digital assets and omnichannel ecosystems.

• More than 2 years of experience operating digital assets and content operations.

• At least 1 year of experience in marketing strategies across offline and online channels.

• Proven experience leading and implementing projects in complex matrix environments.

• Experience managing digital solutions and/or enhancing digital channel integrations.

Knowledge

• Solid knowledge of pharmaceutical operations, including:
  Marketing, Medical, ERC, Finance, Supply Chain, Regulatory, Legal, Quality (QA), and Pharmacovigilance (PV).

• Familiarity with MLR processes, content governance, and digital platforms (CRM, SFMC, DAM, field activation tools).

 

Skills Desired

Advertising Campaigns, Alteryx, Analytical Thinking, Brand Awareness, Business Networking, Curiosity, Digital Marketing, Marketing Communications, Marketing Plans, Marketing Strategy, Media Campaigns, Process Documentation, Statistical Analysis, Strategic Marketing