Global Customer Experience Director

il y a 2 semaines

BoulogneBillancourt, France Ipsen Pharma (SAS) Temps plein

Reporting to the Global Head of Commercial Digital Innovation, the Global Customer Experience Director will be responsible for defining and refreshing the Customer Experience (CE) pillar’s strategy and roadmap, championing the CE transformation in Ipsen, coaching other Commercial Digital Innovation teammates with comprehensive CE knowledge, and managing flagship projects along the topics of CE transformation, CE planning, CE execution, CE measurement, CE capabilities.

**Main responsibilities / job expectations**

1/Assist the Global Head of Commercial Digital Innovation in setting the overall roadmap and priorities of the CE team within Commercial Digital Innovation
- Act as thought leader, painting the vision for world-class customer experience.
- Facilitate discussion of other CE team members and incorporate their inputs.
- Facilitate/guide CE teammates to gather input from brand and market teams and assess their CE maturity, resourcing and needs to inform roadmap definition.
- Ensuring the team is resourced and capable to deliver the vision and execute it in a timely manner.
- Work closely with cross-functional stakeholders to align the vision internally and remove barriers.
- Keep in touch with external trends to ensure latest best practices are adopted where applicable.

2. Manage flagship projects along the below topics and coach the other CE team members on the execution and delivery of their flagship projects:
CE planning: Work with the brands, markets, Strategic Business Excellence (SBE), Global Medical Affairs (GMA), Global Digital and IT to define and implement a best-in-class but pragmatic omnichannel customer engagement approach as part of the brand planning process.

CE execution: For prioritized brands and markets, support customer engagement plan execution (e.g., HCP targeting, Marketing automation, 3 parties management, etc.).

CE measurement: Define CE performance measurement framework: How CE operational metrics link to actual performance indicators.

Working with Business Intelligence and Analytics (BI&A), Salesforce Effectiveness (SFE), Global Digital, IT, support prioritized brand and market initiatives in measuring impact.

CE capabilities: Align with Strategic Business Excellence (SBE) to develop and improve brand excellence including OCE specific modules.
- Deliver training and coach brands/ markets.
- Develop prioritized content and channel capabilities (e.g., content factory, virtual meetings, webcasts, etc.)
- Define target operating model to enable CE execution (e.g., what technology, what platforms, what roles/ responsibilities, what data, etc.).
- Develop and spread CE best practices, playbooks, and toolsets available to brands and markets.

3. Champion CE transformation in Ipsen
- Working with the different functions, brands, and markets, lead the definition of a CE transformation strategy supporting Ipsen Group’s corporate strategic objectives.
- Embark the Group and the leadership in the CE transformation:

- evangelizing the opportunity for omnichannel approaches with the key business executives in the company (ELT/ GLT/ GM levels), ensuring they are fully aware of this strategic opportunity; this will entail creating appropriate user cases and the related business cases
- building CE capabilities, including the development of CE skills and knowledge within the organization,
- implementing fit for purpose organization & operating model.

**Experience**
- MBA, MS, MD, PhD or other relevant graduate degree with 8+ years of working experience or bachelor’s degree with 10+ years of working experience in pharma or agencies/consultancies serving pharma clients.
- At least 2+ years in international / global function and extensive direct experience in omnichannel customer experience/engagement across multiple pharma companies/therapeutic areas and geographies.
- Prior direct experience in pharma commercial functions strongly preferred (e.g., Marketing, Sales).
- Proven ability to shape an inspiring vision, define the strategic roadmap, with a thorough and structured thought process.
- Proven ability to manage operations, execute against the strategy & problem solve pragmatically to deliver measurable business results, prioritize and stay organized while juggling multiple projects, with attention to detail.
- Executive presence with clear, structured, concise communication (written and verbal), ability to present compellingly and confidently to C-level audiences; high EQ, maturity, and adaptability to navigate, influence, and act as a change agent in a global matrix organization.
- Strong leadership skills with demonstrated results in coaching and influencing without formal authority.
- Fast learner, team player, comfortable within a fast-changing environment.

**Languages**
- Fluent in English (spoken and written).
- French a plus.

  • Customer Experience Lead

    il y a 1 mois

    Boulogne-Billancourt, France IPSEN Temps plein

    **Title**: Customer Experience Lead **Company**: Ipsen Pharma (SAS) **Purpose of the position** The Global Digital team helps Ipsen functions and businesses leverage technology, data and advanced analytics to boost performance. We directly support Ipsen strategic priorities through the delivery of differentiating Digital projects and solutions and the...

  • Customer Success Director Emea

    il y a 1 mois

    Boulogne-Billancourt, France Relation1 Temps plein

    OSF Digital is a leading digital transformation firm with a global footprint in 30+ countries and 2000+ employees. Our passion is in helping businesses leverage commerce, marketing, sales, service, analytics, loyalty, and digital experience solutions. With rapidly growing, global expertise in enterprise connected commerce, OSF seamlessly guides brands...

  • Global Marketing

    il y a 1 jour

    Boulogne-Billancourt, France Ipsen Pharma (SAS) Temps plein

    **Position** Job Title: Global Marketing & Launch Excellence Director Division / Function**: GPPS - Strategic Business Excellence** Manager (Name, Job Title)**: Head of Marketing & Launch Excellence** Location: Boulogne or London **Summary / purpose of the position** Responsible for elevating marketing and launch excellence capabilities within Ipsen...

  • Global Category Buyer

    il y a 1 mois

    Boulogne-Billancourt, France IPSEN Temps plein

    **Title**: Global Category Buyer - Digital **Company**: Ipsen Pharma (SAS) **Summary / purpose of the position** The Digital Category Buyer will be responsible for a spend of circa 20M€ related to all digital activities related to Commercial initiatives, IT initiatives, medical initiatives and others. Your responsibilities will be to initiate and...

  • Medical Development Director, Rare Disease

    il y a 5 jours

    Boulogne-Billancourt, France Ipsen Bioscience, Inc. Temps plein

    We are looking for a Medical Director in the Rare Diseases Therapeutic Area to join our Clinical Development team. The Medical Development Director will provide medical guidance and leadership in the design, implementation, monitoring and interpretation of our clinical development programs in rare liver diseases. **Main responsibilities / job...

  • Marketing Customer Experience F/H

    il y a 1 mois

    Boulogne-Billancourt, Île-de-France ISCOD Temps plein

    Quelles sont les missions ?Vous intégrez notre équipe Marketing Small Business composée d'une vingtaine de collaborateurs/ collaboratrices, une équipe passionnée au service des #TPE et des #entrepreneurs pour les accompagner dans la digitalisation de leur business.Vos principales missions seront:Analyse des données : Vous analysez les données pour...

  • Bearer Network Presales Solution Manager/Director

    il y a 3 semaines

    Boulogne-Billancourt, Hauts-de-Seine, France ZTE Corporation Temps plein

    ZTE Corporation is a global leader in telecommunications and information technology. Founded in 1985 and listed on both the Hong Kong and Shenzhen Stock Exchanges, the company has been committed to providing innovative technologies and integrated solutions for global operators, governments, enterprises, and consumers from over 160 countries across the globe....

  • Bearer Network Presales Solution Manager/Director

    il y a 1 mois

    Boulogne-Billancourt, France ZTE Corporation Temps plein

    ZTE Corporation is a global leader in telecommunications and information technology. Founded in 1985 and listed on both the Hong Kong and Shenzhen Stock Exchanges, the company has been committed to providing innovative technologies and integrated solutions for global operators, governments, enterprises, and consumers from over 160 countries across the...

  • Bearer Network Presales Solution Manager/Director

    il y a 1 mois

    Boulogne-Billancourt, France ZTE Corporation Temps plein

    ZTE Corporation is a global leader in telecommunications and information technology. Founded in 1985 and listed on both the Hong Kong and Shenzhen Stock Exchanges, the company has been committed to providing innovative technologies and integrated solutions for global operators, governments, enterprises, and consumers from over 160 countries across the globe....

  • Bearer Network Presales Solution Manager/Director

    il y a 3 semaines

    Boulogne-Billancourt, France ZTE Corporation Temps plein

    ZTE Corporation is a global leader in telecommunications and information technology. Founded in 1985 and listed on both the Hong Kong and Shenzhen Stock Exchanges, the company has been committed to providing innovative technologies and integrated solutions for global operators, governments, enterprises, and consumers from over 160 countries across the globe....

  • Customer Success Manager

    il y a 4 semaines

    Boulogne-Billancourt, France Sidetrade Temps plein

    What you will love about Sidetrade and why you should be working here:Are you interested in joining a fast-growing international company that is a leader in its market? Are you ready to tackle stimulating challenges targeting large enterprises? Passionate about Technology and Global Organizations? Come and join us! Sidetrade is a global SaaS provider...

  • Senior Customer Success Manager

    il y a 4 semaines

    Boulogne-Billancourt, France SightCall Temps plein

    **SightCall** is and enterprise video cloud platform, blending digital and physical worlds into real-time collaborative environment to empowering workforce in digital transformation and increasing customer satisfaction while reducing spend.Our solution provides a complete set of APIs, SDKs, and out-of-the-box apps that enhance enterprise processes for...

  • Directeur de Projet

    il y a 1 semaine

    Boulogne-Billancourt, France FuturMaster Temps plein

    FuturMaster is a software publisher and integrator whose core business is Supply Chain. We help our customers optimize their supply chains to make them more agile, more resilient to unforeseen events, and permanently adaptable to fluctuations in market demand.We have over 600 customers in a wide range of industries (food, cosmetics, energy, transport,...

  • Directeur de Projet

    il y a 1 semaine

    Boulogne-Billancourt, Hauts-de-Seine, France FuturMaster Temps plein

    FuturMaster is a leading software vendor specializing in providing cutting-edge Supply Chain Planning, Integrated Business Planning, and Trade Promotions X (Management and Optimization) solutions. Since our inception in 1994, we have been committed to delivering innovative solutions to help our clients stay ahead of the competition in today's complex and...

  • Directeur de Projet

    il y a 1 semaine

    Boulogne-Billancourt, France FuturMaster Temps plein

    FuturMaster is a leading software vendor specializing in providing cutting-edge Supply Chain Planning, Integrated Business Planning, and Trade Promotions X (Management and Optimization) solutions. Since our inception in 1994, we have been committed to delivering innovative solutions to help our clients stay ahead of the competition in today's complex and...

  • Alternance - Pv Agreement (M/F) (Global Patient

    il y a 1 mois

    Boulogne-Billancourt, France IPSEN Temps plein

    **Title**: Alternance - PV Agreement M/F (Global Patient Safety Operations - Pharmacovigilance) **Company**: Ipsen Pharma (SAS) Ipsen is pleased to open a **12-month apprenticeship **(alternance) in the Global Patient Safety Operations team! We are looking for a motivated **pharmacy student (Masters in Vigilance or Health Law) **to work in our HQ office in...

  • Senior Project Director

    il y a 1 mois

    Boulogne-Billancourt, France Excelya Temps plein

    EXCELYA Created in 2014, Excelya is a people-centered Contract Research Organization (CRO) that excels with care. We offer a personal and authentic experience within a young, ambitious health company on the path to becoming the clinical research leader in Europe thanks to our 800 Excelyates. Our unique one-stop provider service model – leveraging...

  • IT Business Analyst for Global Medical Affairs

    il y a 1 mois

    Boulogne-Billancourt, France IPSEN Temps plein

    **Title**: IT Business Analyst for Global Medical Affairs **Company**: Ipsen Pharma (SAS) The role of IT Business Analyst for Global Medical Affairs serves as an IT Partner to Ipsen’s Global Medical Affairs domain (GMA) and will be empowered to - lead the analysis of business problems and the translation of business requirements into successful technical...

  • Legal Director Assets and Brands, Neurosciences

    il y a 1 mois

    Boulogne-Billancourt, France IPSEN Temps plein

    **Title**: Legal Director Assets and Brands, Neurosciences **Company**: Ipsen Pharma (SAS) This is a new strategic role in the newly formed Global Legal Assets and Brands Team, serving as the lead lawyer supporting legal affairs for all assets and brands in Ipsen’s neuroscience therapeutic area portfolio and pipeline, including new assets acquired or...

  • Customer Support Agent

    il y a 1 semaine

    Boulogne-Billancourt, France PayByPhone Temps plein

    ~Please note that all applications and CVs must be sent to us in German or English in order to be considered.~ The role you want – Customer Support Agent– is at PayByPhone PayByPhone is a fast-growing, forward-thinking, global company that is growing fast with offices spanning across North America, France, Italy and Germany as well as the UK. We are...