Customer Insights
il y a 4 semaines
Are you interested in building the vision and roadmap to have stellar customer insights, customer experience, and market research activities? Are you willing to manage, coach and develop our team of 4 people? Do you have a sharp mind, attention to detail, business acumen, and the ability to influence business decisions through insightful metrics? Then keep reading
The position
In a context of portfolio expansion, you will be responsible to define and to put in place a strategy to develop our customer insights and market research activities. You will lead and develop your team (2 Market Research manager, 1 Customer Experience manager, 1 Part-time student) to deliver on operational and business partnering tasks.
In more details, your missions will be to:
Define a clear and articulated vision and strategy for customer insights and market research activities. It involves collaborating with various department to optimize customers’ knowledge and satisfaction (healthcare professionals etc…), and the use of this information to influence decision-making across the organisation. Establish a robust customer feedback and listening program to capture and analyse customer sentiment, preferences, and experience. Drive advanced analytics tools to derive actionable insights from customer data and market trends, to move from insights to action. Collaborate with cross-functional teams (e.g. Sales, Marketing, …) Deliver on all Customer insights and Market Research already established and new activities. Lead and develop the team to deliver on operational and business partnering tasks (global and local market studies, customer experience projects, patient centricity/patient engagement, business partnering with the relevant teams etc.) Develop and maintain relationships with external agencies. Monitor the performance and take/recommend any corrective initiatives needed. Be a business partner to Senior Executives and operational teams. Develop and manage budget for the team activities.Qualifications
To be successful in this role, you have:
A master’s degree, ideally in Engineering, in a Business School or in science. Already had similar responsibilities linked to market research, customer experience, and customer insights, internally or in consulting (long-term missions), ideally in the pharmaceutical or consumer healthcare industry. You have already been successful in building customer insights and market research strategies. Already had a team leadership/large project leadership experience. You enjoy coaching and developing your team. Strong strategic and analytical capabilities. You are rigorous, structured, data driven, business-oriented, and can present recommendations in a clear and simple way. You are fluent in English and French (oral and written)About the department
You will join our Customer Engagement and Business Excellence Department composed of 15 people who work in different functions (Frontline Excellence, Market Research & Customer Insights, Customer Engagement, Business Intelligence, Change management, and Project Management). You will report to our Customer Engagement & Business Excellence Senior Director. You will collaborate with various internal (French leadership team, all operational field and non-field teams, stakeholders at global/regional levels) and external stakeholders (research agencies, data providers) on a regular basis.
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