Digital Customer Engagement Manager

Role Description

This is a full-time role for a Digital Customer Engagement Manager located in Paris, with flexibility for remote work.

Qualifications

• Completed degree or equivalent professional qualification in Business, Marketing, Communications, Digital Business, or a related field
• Fluent French & English (oral, written and professional vocabulary)
• Over 5 years of experience in a similar role, ideally in digital marketing or customer engagement (pharmaceutical industry desirable or agency)
• In-depth understanding of digital channels and platforms, and their use in customer management
• Experience in omnichannel marketing (including social media), crafting personalized customer journeys, and enhancing customer engagement and experience
• Demonstrable experience leading and managing digital marketing campaigns, email journeys and social media
• Experience on managing websites and apps Go to Market model
• Experience analyzing and interpreting customer data to optimize the customer journey (Matomo/Piano/GA, SFMC/Marketo, Salesforce/Vevva/OCE)
• Strong time management and flexibility, workload prioritization, and multi-tasking abilities.
• Ability to work independently and collaboratively with team while leading without authority
• Proactive in sharing expertise and demonstrating a positive can-do attitude on a matrix environment
• Creates an open, trusting environment for discussing confidential/ethical issues
• Takes ownership, initiates action, and sets high professional standards
• Strong interpersonal and influencing skills; acts as a passionate and enthusiastic digital champion
• Focuses on activities that deliver results and ROI, with customer experience positive impact
• Methodical, detail-oriented approach ensuring adherence to SOPs and task completion
• Initiative, drive and autonomy; able to operate with minimal supervision and work with limited infrastructure, knowing when to consult/inform manager/others

JOB PURPOSE

• The Digital Customer Engagement Manager is responsible for optimizing customer engagement opportunities and the successful implementation of holistic omnichannel projects and campaigns for impactful customer experience.

General

• Understand the digital ecossystem, services, solutions, automation and brand's omnichannel journey
• Possess in-depth knowledge of digital marketing, including current trends and new technologies to inform and improve the department strategy
• Take and recommend strategic decisions that are informed by data driven analysis, researched and evidenced industry insights
• Lead, manage and engage with internal and external stakeholders
• Manage internal relationships in order to work effectively within cross-functional teams
• Drive and influence cross-functional and project teams
• Be an effective Project Manager in order to lead and influence cross-functional and project teams including Medical, sales, IT or Portfolio & Lifecycle management

CEDx Specific

• Develop and execute digital initiatives by identifying key customer engagement opportunities, planning, and implementing it together with sales & marketing teams
• Ensure that digital and omnichannel tactics are seamlessly included in the overall brand strategy, enhancing the coherence and effectiveness of marketing efforts
• Maximize Chugai digital capabilities to achieve exceptional customer experience by bringing innovative thinking and a deep understanding of customer needs and behaviours
• Cultivate a "digital first" mindset within Chugai's teams while fostering a digital-first culture by promoting the importance of digital channels and ensuring that digital strategies are prioritized in marketing and sales activities
• Enhance the digital capabilities through training and support by organizing workshops, providing resources, and offering guidance to ensure that the teams are well-equipped to execute digital strategies effectively
• Manage and work effectively with agencies and other third party service providers
• Manage expenditure budgets in cooperation with finance teams
• Shape a cohesive GTM and customer offering across digital platforms by providing a consistent offering across platforms and systems
• Set, monitor and report on KPIs and quantitative objectives
• Lead and drive the omnichannel communication and implementation of the marketing strategy for optimal field execution and customer engagement and digital experience
• Work alongside portfolio management to co-create and implement a cohesive digital and marketing strategy: This involves aligning digital initiatives with portfolio goals and ensuring that all marketing efforts are integrated
• Ensure the strategy is interwoven with all marketing efforts to provide a unified customer experience, providing a unified and consistent customer experience across all touchpoints
• Implement automation in customer communications to enhance engagement and CX by making interactions more efficient and personalized
• Inspire, motivate and provide leadership
• Ensure strategic and tactical alignment with medical, sales, IT and portfolio & lifecycle teams
• Measure and demonstrate improved customer interactions through measuring impact, demonstrating improvements and making data-driven reporting and action plans