Customer Experience Lead

**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 building of critical Digital and analytics capabilities.

Within the Global Digital team, the Customer Experience team is supporting global and local asset/ brand teams design an integrated omnichannel engagement strategy and plans and builds the right capabilities in line with brand/business priorities and customers’ content and channel preferences.

The Customer Experience team has a range of services to support businesses and functions effectively and build Ipsen’s competitive advantage:

- Strategic Services Partner: e.g., Omnichannel Customer Experience design; Content Strategy
- Executional Services Partner: e.g., Campaign execution; Modular content production
- Capability Builder: e.g., Channel activation; Digital Content Factory (DCF)
- Digital and Analytics Center of Excellence (CoE): e.g., best practices sharing and benchmarking, guidelines and playbooks

Reporting to the Global Head of Commercial Digital Innovation, the customer experience lead will be responsible for defining the CE strategy and roadmap, considering the overall business strategy, and driving the CE transformation.

The Customer Experience Lead will also coach the other customer experience professionals (~4 FTEs) across 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 Customer Experience Lead 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. Facilitate discussion of other customer experience team members and incorporate their inputs
- 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.

Coach the other customer experience team members on the execution and delivery of the below areas

**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 omnichannel 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 Customer Experience Lead will assist the Global Head of Commercial Digital Innovation on setting the overall direction and priorities of the CE team. He/ she will act as thought leader, painting the vision for world-class customer experience, 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