Position: Associate

Job type: Full-time

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Job Description

The Customer Engagement & Innovation Lead, Biogen Intercontinental Region (BIR), is responsible for enabling and enhancing best in class Omnichannel strategies and unlocking value through Data & Patients and Customers Insights across Latin America, Asia Pacific, and MART (Middle East, Africa, Russia & Turkey). He or she drives and mobilizes to deliver meaningful patient & customer experiences, and to achieve great market penetration and competitive differentiation.

He or She provides the innate motivation to drive new thinking on our engagement model through stablished and innovative solutions, including capabilities developed by the Biogen Digital Health and the Global Customer Excellence & Operations groups. He or she will liaise closely with the BIR Therapeutic Area Leads to establish an integrated strategy for patient & customer engagement. The role partners with cross functional teams (Global PDC teams, BIR Commercial, Medical, Value & Access, IT) & Local Affiliates, in addition to external partners, through all phases of designing and implementation, providing hands-on expertise and orchestrating resources to achieve desired outcomes.

This role reports to the Head of Innovation & CE&O of the Biogen Intercontinental Region.

Responsibilities
  • Liaise closely with Therapeutic Area leads and cross-functional teams to establish integrated omnichannel strategies for customer engagement (including Digital & Face-to-Face interactions and solutions), based on business scenario and healthcare stakeholder’s insights
  • Drive the design and implementation of seamless, consistent & meaningful patient and customer experiences, orchestrating and enabling the necessary capabilities to executive against the expected outcomes
  • Partner closely with the Global and local Customer Engagement/MCE/Digital Leads to oversee strategy and campaign effectiveness and keep the global/regional/local team well informed on progress, best practices and associated metrics and outcomes
  • Define what success looks like, implementing appropriate tracking to monitor results aligned to Therapeutic Areas strategic drivers and Patients/Customers expectations and needs
  • Identify opportunities to improve omnichannel planning and execution processes, and work across functions to define best-in-class, efficient standards, ensuring application of compliance & data regulations
  • Champion mindset shifts required for the adoption of Digital innovation and Patient-centric models, so to fully unlock new possibilities for our business and the patients we serve
  • Be a change agent who effectively communicates strategy, vision and capabilities implementation, and who gains buy-in from stakeholders across the organization, including senior leadership
  • Develop the Customer Engagement capabilities roadmap, including patient/customer experience vision, channel, services and content development based on patient/customer journeys
  • Drive customer engagement innovation experiments through design thinking and agile methods, monitoring learning and results, and enabling scale up of successful cases that deliver business and customer value
  • Foster experience exchange and learning loops through internal community engagement, creating opportunities to nurture and support new ideas, and to showcase best practices and market trends
This is an individual contributor role that will work across functions and geographies to drive on global/regional initiatives, as well as local affiliate capability building to create greater busines and patient/customer impact.

Due to the Regional nature of the role frequent international travel may be required in order to attend meetings and facilitate program execution.

This is a key influencing role, and hands-on expertise is required to equip Biogen with better strategies and plans to engage customers, patients, and other key stakeholders in innovative and customer-centered ways.

Principal Accountabilities
  • Liaise closely with Therapeutic Area leads and cross-functional teams to establish an integrated omnichannel strategy for customer engagement (including Digital & Face-to-Face interactions and solutions), based on business scenario and healthcare stakeholder’s insights
  • Drive the design and implementation of seamless, consistent & meaningful patient and customer experiences, orchestrating and enabling the necessary capabilities to executive against the expected outcomes
  • Partner closely with the Global and local Customer Engagement/MCE/Digital Leads to oversee strategy and campaign effectiveness and keep the global/regional/local team well informed on progress, best practices and associated metrics and outcomes
  • Define what success looks like, implementing appropriate tracking to monitor results aligned to Therapeutic Areas strategic drivers and Patients/Customers expectations and needs
  • Identify opportunities to improve omnichannel planning and execution processes, and work across functions to define best-in-class, efficient standards, ensuring application of compliance & data regulations
  • Champion mindset shifts required for the adoption of Digital innovation and Patient-centric models, so to fully unlock new possibilities for our business and the patients we serve
  • Be a change agent who effectively communicates strategy, vision and capabilities implementation, and who gains buy-in from stakeholders across the organization, including senior leadership
  • Develop the Customer Engagement capabilities roadmap, including patient/customer experience vision, channel, services and content development based on patient/customer journeys
  • Drive customer engagement innovation experiments through design thinking and agile methods, monitoring learning and results, and enabling scale up of successful cases that deliver business and customer value
  • Foster experience exchange and learning loops through internal community engagement, creating opportunities to nurture and support new ideas, and to showcase best practices and market trends
Qualifications

BA/BS Required.

MBA Or Other Related Graduate Degree Is Preferred
  • Minimum of 7-8 years’ Customer Engagement & Digital Experience, preferable in healthcare and consumer goods industry, with proven Pharma experience.
  • Desired experience in working regionally, across countries and functions
  • Demonstrable experience shaping digital engagement strategies for specific disease areas
  • Deep knowledge in customer experience management and digital customer strategy, both at launch and across the product life cycle
  • Proven track record of planning and delivering omnichannel strategies and innovative go to market models using Digital
  • Desired Knowledge with Sales Force/Customer Engagement activities, such as Customer mapping and Segmentation, and CRM applications
  • Specific technical experiences should include knowledge in digital customer experience strategy; digital channels & techniques; digital content strategy, digital solution development & management; marketing automation; social media market, personalization; field applications, 3rd party information; digital marketing technology tools and platforms and channel orchestration.
  • Enable high-impact communication through active facilitation and listening to drive alignment among cross-functional teams
  • Excellent interpersonal skills to drive alignment among cross-functional and global teams
  • Great structured problem-solving and strategic agility abilities
  • Experience planning, negotiating and allocating resources, including people and outside spend across a portfolio of Brands.
  • Demonstrated experience creating a vision and strategic plans that influence department initiatives.
  • Ability, comfort and commitment in/to operating in a highly regulated environment and industry, which requires understanding of the imperative for compliance with company policies, procedures and other relevant internal or external laws, regulations and the like
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Deadline: 05-05-2024

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