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Head of Global Customer Engagement

il y a 2 semaines

BoulogneBillancourt, France IPSEN Temps plein

**Title**:
Head of Global Customer Engagement H/F

**Company**:
Ipsen Pharma (SAS)

Reporting to the Chief Digital Officer (CDO), and part of the Global Digital Leadership Team, the head of customer engagement will be responsible for developing Ipsen’s customer engagement (CE) approach and building internal CE capabilities, by bringing cross-functional teams to develop and execute best-in-class customer (Healthcare professionals, patients, payors, etc.) experiences, leveraging digital & cost-effective channels; and boosting our CE culture.

Therefore, the head of customer engagement will be responsible for defining the CE strategy, considering the overall business strategy, and driving the CE transformation. He/she will be responsible for evolving the organizational structure, operating model, and creating the appropriate capabilities and external partnerships to drive CE excellence.

The head of customer engagement oversees the global customer engagement department (~3 FTEs) and focuses on 5 key areas: CE transformation, CE planning, CE execution, CE measurement, CE capabilities.

**Main responsibilities / job expectations**

Given the breadth of the transformation, in the short/medium term, the key responsibilities for the head of customer engagement are the following:
**CE transformation**
- Working with the different functions, brands, and markets, lead the definition of a CE strategy supporting Ipsen Group’s corporate strategic objectives
- Define and execute on an integrated CE roadmap aligned with the Group’s corporate strategic objectives while considering brand and market maturity and resourcing
- 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.

**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.
- Prioritize brands across the three TAs (Oncology, Neurosciences, Rare Diseases) and markets to specifically support in setting up their customer engagement plans (e.g.; support omnichannel planning workshops)

**CE execution**
- For prioritized brands and markets, support customer engagement plan execution (e.g., HCP targeting, Marketing automation, 3rd 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 and adjusting accordingly; derive best practices and ominichannel approach business cases

**CE capabilities**
- Align with marketing excellence to develop and evolve brand excellence including omnichannel customer engagement specific modules; Support training delivery and brands/ markets coaching
- 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 CE and spread CE best practices, develop CE “cookbooks” available to brands and markets

The Head is accountable for the overall direction and priorities of the team. He/ she will act as thought leader, painting the vision for world-class customer engagement, and ensuring the team is resourced and capable to deliver the vision and execute it in a timely manner. He/ she will work closely with cross-functional stakeholders to align the vision internally and remove barriers, as well as keeping touch with external trends to ensure latest best practices are adopted where applicable.

The role requires strong leadership and capacity to manage senior stakeholders with the ability to drive and monitor change through management of complex projects and is integral in developing skills and capabilities across the broader IPSEN organization.
- ** Lead the team, aligning with brands and affiliates’ priorities**
- Set the vision for change - paint the future
- Ensure team understands brand and country priorities
- Set clear roles and responsibilities for each team member
- Achieve the right prioritization of brand agnostic vs brand specific, and global vs local projects
- **Work seamlessly with the broader Digital, IT, SBE, GPPS** (Global Product Portfolio Strategy)**, affiliate and GMA teams**
- Engage the right