Global Customer Innovation Manager - CDI - H/F

Your mission

About the Role

We are looking for a Global Customer Innovation Manager 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.

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.

Key Responsibilities

• Best Practice Sharing & Enablement: Develop playbooks, toolkits, and learning sessions to upskill affiliates and internal teams on customer engagement excellence.
• Omnichannel Strategy Implementation: 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.
• Cross‑Functional Collaboration: 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.
• Customer Relationship Management (CRM): Drive alignment on CRM capabilities, features, and enhancements that support an integrated HCP experience and efficient data‑driven engagement.
• Innovation Leadership: 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.
• Measurement & Continuous Improvement: Define and monitor key omnichannel KPIs and recommend improvements based on insights and analytics.

Who you are

Location: Hybrid / 20 to 30 % travellingDepartment: Global Customer ExcellenceReports to: Global Customer Excellence Lead

Profile & Qualifications

• Master’s degree in Business, Marketing, Digital, or a related field.
• 5+ years of experience in customer engagement, innovation, or omnichannel strategy — ideally in the pharmaceutical or healthcare industry.
• Strong understanding of HCP engagement models, digital ecosystems, and CRM tools (e.g., Salesforce, Veeva).
• Proven experience leading complex, cross‑market projects in a global organization.
• Excellent communication and stakeholder management skills.
• Strategic mindset with hands‑on execution ability.
• Fluent in English (additional languages are an asset).

Why Join Us

• Opportunity to lead impactful projects that directly improve the customer experience and advance healthcare engagement globally.

• Be part of a forward-thinking global team shaping the future of HCP engagement.

• Work in an environment that values innovation, collaboration, and continuous learning.

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.