Global Customer Innovation Manager - CDI - H/F

<div><div><div><div><div><div><div><h1><span class="emphasis-3"><b><b>Who we are ?</b></b></span></h1><p style="text-align:inherit"></p></div></div></div></div></div></div></div><p style="text-align:left">Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world, the 2nd largest private French pharmaceutical group and the market leader in France for products sold over the counter in pharmacies.</p><p style="text-align:inherit"></p><p style="text-align:left">Its portfolio includes several medical franchises and international brands including Pierre Fabre Oncologie, Pierre Fabre Dermatologie, Eau Thermale Avène, Klorane, Ducray, René Furterer, A-Derma, Naturactive, Pierre Fabre Oral Care. </p><p style="text-align:left"><br />Established in the Occitanie region since its creation, and manufacturing over 95% of its products in France, the Group employs some 10,000 people worldwide. Its products are distributed in about 130 countries. 86% of the Pierre Fabre Group is held by the Pierre Fabre Foundation, a <span><span><span><span><span class="WKN2">government-recognized</span></span></span></span></span> public-interest foundation, while a smaller share is owned by its employees via an employee stock ownership plan. </p><p style="text-align:left"><br />In 2019, Ecocert Environment assessed the Group’s corporate social and environmental responsibility approach in accordance with the ISO 26000 sustainable development standard and awarded it the “Excellence” level.</p><p style="text-align:left"><br />Pierre Fabre is recognized as one of the &#34;World&#39;s Best Employers 2021&#34; by Forbes. Our group is ranked in the Top 3 in the cosmetics industry and in the Top 10 in the pharmaceutical industry worldwide. </p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><h1><span class="emphasis-3"><b><b>Your mission</b></b></span></h1><p style="text-align:inherit"></p><p><b>About the Role</b></p><p>We are looking for a <b>Global Customer Innovation Manager</b> to join our Global Customer Excellence team and play a key role in advancing our omnichannel engagement strategy across franchises and markets. This position is instrumental in bridging franchise, medical, and affiliates operational teams to ensure the effective implementation of omnichannel best practices and innovative customer engagement solutions.</p><p>You will lead the design and rollout of initiatives that enhance our understanding and engagement of Healthcare Professionals (HCPs), ensuring global alignment while adapting to local needs. This is a highly collaborative, cross-functional role requiring both strategic thinking and hands-on project execution.</p><div></div><p><b>Key Responsibilities</b></p><ul><li><b>Best Practice Sharing &amp; Enablement:</b><br />Develop playbooks, toolkits, and learning sessions to upskill affiliates and internal teams on customer engagement excellence.</li><li><b>Omnichannel Strategy Implementation:</b><br />Work closely with global franchises, medical teams, and affiliate operational leads  deploying omnichannel best practices, including HCP journey design workshops, KPI frameworks, and campaign performance tracking.</li><li><b>Cross-Functional Collaboration:</b><br />Serve as a bridge between global and local teams to ensure that affiliate needs and market dynamics are reflected in the global CRM and omnichannel strategy.</li><li><b>Customer Relationship Management (CRM):</b><br />Drive alignment on CRM capabilities, features, and enhancements that support an integrated HCP experience and efficient data-driven engagement.</li><li><b>Innovation Leadership:</b><br />Lead strategic innovation projects to strengthen customer experience — such as universal HCP identification systems, implementation of new push channels (e.g., email, WhatsApp, in-app notifications), and personalized content delivery.</li><li><b>Measurement &amp; Continuous Improvement:</b><br />Define and monitor key omnichannel KPIs and recommend improvements based on insights and analytics.</li></ul><p style="text-align:inherit"></p><p style="text-align:inherit"></p><div><div><div><div><div><div><div><h1></h1><h1><span class="emphasis-3"><b><b>Who you are ?</b></b></span></h1><div><div><div><div><div><div><p style="text-align:inherit"></p><div><h1></h1></div></div></div></div></div></div></div></div></div></div></div></div></div></div><p><b>Location:</b> Hybrid / 20 to 30 % travelling<br /><b>Department:</b> Global Customer Excellence<br /><b>Reports to:</b> Global Customer Excellence Lead</p><p></p><p><b>Profile &amp; Qualifications</b></p><ul><li>Master’s degree in Business, Marketing, Digital, or a related field.</li><li>5&#43; years of experience in customer engagement, innovation, or omnichannel strategy — ideally in the pharmaceutical or healthcare industry.</li><li>Strong understanding of HCP engagement models, digital ecosystems, and CRM tools (e.g., Salesforce, Veeva).</li><li>Proven experience leading complex, cross-market projects in a global organization.</li><li>Excellent communication and stakeholder management skills.</li><li>Strategic mindset with hands-on execution ability.</li><li>Fluent in English (additional languages are an asset).</li></ul><div></div><p><b>Why Join Us</b></p><div><ul><li>Opportunity to lead impactful projects that directly improve the customer experience and advance healthcare engagement globally.</li></ul></div><ul><li>Be part of a forward-thinking global team shaping the future of HCP engagement.</li><li>Work in an environment that values innovation, collaboration, and continuous learning.</li></ul><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><i>We are convinced that diversity is a source of fulfillment, social balance and complementarity for our employees, which is why our offers are open to all, without restriction.</i></p>