Customer Engagement & Innovation manager (Pharma)

Responsibilities: · Lead Customer Ecosystem project for patients; agile management of cross-functional team · Develop strategy, roadmap of customer centricity practices rollout on organization · Customer profiles development · Develop recommendations by touchpoints, CJMs, communication plans for Patients to improve customer experience, content personalization · KPIs matrix set up, project efficiency monitoring & reporting · Review and propose improvements of omni-channel activations, · Trend watching of patients promotion, customer experience · Innovation & tech projects leading & implementation, pilots testing&results evaluation · Lead process of data management; · Lead team trainings Candidatechr(39)s profile: · Higher education; · Experience 5y+, digital/media agency + in-house experience is a must; · Strong understanding of digital channels & metrics, eCommerce, data driven approach · Native digital user, innovations ambassador · Management competences: strong project management skills, focus on collaboration, stakeholders management, strong negotiation & presentation skills, multi-tasking, structured communication, conflict resolution, · Personal competences: emotional intelligence, critical thinking, result-oriented · Advanced English (both written, oral) · Experience in pharma industry is a plus