Global Oncology Customer Engagement Manager

Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world, the 2nd largest private French pharmaceutical group and the market leader in France for products sold over the counter in pharmacies.

Its portfolio includes several medical franchises and international brands including Pierre Fabre Oncologie, Pierre Fabre Dermatologie, Eau Thermale Avène, Klorane, Ducray, René Furterer, A-Derma, Naturactive, Pierre Fabre Oral Care. 

Established in the Occitanie region since its creation, and manufacturing over 95% of its products in France, the Group employs some 10,000 people worldwide. Its products are distributed in about 130 countries. 86% of the Pierre Fabre Group is held by the Pierre Fabre Foundation, a government-recognized public-interest foundation, while a smaller share is owned by its employees via an employee stock ownership plan. 

In 2019, Ecocert Environment assessed the Group's corporate social and environmental responsibility approach in accordance with the ISO 26000 sustainable development standard and awarded it the "Excellence" level.

Pierre Fabre is recognized as one of the "World's Best Employers 2021" by Forbes. Our group is ranked in the Top 3 in the cosmetics industry and in the Top 10 in the pharmaceutical industry worldwide. 

As part of a permanent contract, the Innovative Oncology Franchise is seeking an Global Oncology Customer Engagement Manager (M/F) to continue the omnichannel & customer centricity journey at Franchise & Local levels.

You will report directly to the Global Franchise Head Innovative Oncology and have transversal interactions with Brand leads and Managers, Marketing orchestrators, B2B (Business to Business) omnichannel managers, SMI (market intelligence).

More specifically, you will be responsible for :

GENERAL RESPONSIBILITIES:

• Define Omnichannel Roadmap and support engagement campaign excellence
• Push forward transversal initiatives across tumors indication.
• Develop in collaboration with Brand lead the best-in-class activities to increase customer satisfaction. ​

DETAILED RESPONSABILITIES:

• Define Omnichannel Roadmap based on country insights, Brand and customer experience objectives, in accordance with Brand LEAD and with regards to the brand strategy ​
• Work closely with Brand teams to enrich and support the brand customer database growth and the brand specific activities. ​​
• Coordinate the development of campaigns & contents, track execution across portfolio​
• Work in collaboration with SFE to enrich CRM capabilities, HCP profiling and customer segmentation​.
• Champion continuous performance measurement and improvement of KPIs (Key performance indicators) such as success rate, opening rate, click rate, reactivity rate, bounce rate, conversion rate and revenue.​​

DIMENSIONS, CONTEXT AND IMPLICATIONS OF THE JOB:

• Increase Franchise' NPS
• Participate to the reach of the innovative oncology franchise objective with the increase of our customer centricity activities.
• Manage multiple brand / indication complexities in oncology with several customer groups.
• Be a proactive contributor to several task forces and influence people to make sure we always go with solution customer centric designed (campaigns, deep engagement activities, brand planning…)

This job is based in Boulogne-Billancourt (92) and allows 2 days of remote work.

With a Master's degree level education, ideally with a scientific background (pharmacy or master's degree) OR initial training in communication (business school/university).

You have a significant experience in a similar position, ideally within a large pharmaceutical group or in the research/health sector.

​You have a significant experience in local and global marketing team, managing omnichannel campaigns execution and insights

You have some strong Knowledge regarding CRM, data collection, architecture and strategies, customer insights gathering and KPI (Net Promoter Score)

A sales and field-based experience would be a plus. 

Proficiency in fluent English is imperative (C1 level).

In addition, you have :

• You have excellent interpersonal skills
• Ability to lead effective presentations to internal and external customers​.
• Calm and steady approach to problem-solving​
• Comfortable with quickly synthesizing and understanding quantitative information. ​
• Communication skills to improve team collaboration in the direction of customer centricity. 

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.