Customer Engagement Manager

Join EVA Pharma, a leading pharmaceutical company dedicated to empowering the fight for Health and well-being as a fundamental human right. Recognized and certified as a best place to work, we are committed to fostering a supportive and innovative environment for our team members.

Job Summary

We are seeking a passionate and talented Customer Engagement Manager to join our dynamic team.

The ideal candidate will contribute to our mission of enhancing human health and well-being, ensuring that we meet the highest standards of excellence in our industry.

Key Responsibilities:

• Lead and execute a global omnichannel customer engagement strategy aligned with business goals, overseeing and guiding Omnichannel Specialists across global clusters
• Define, optimize, and continuously improve customer journeys and touchpoints across markets
• Drive customer-centric decision-making using data, insights, and market trends
• Align global and local engagement plans in collaboration with cross-functional teams
• Advance digital and next-generation engagement models to enhance the customer experience
• Track and optimize performance using KPIs (NPS, ROI, sales impact)
• Maximize ROI through effective engagement mix, prioritization, and resource allocation
• Ensure full compliance with company policies, industry standards, and local regulations
• Lead global insights gathering to improve content, channels, and communication effectiveness
• Enable omnichannel capability building, coaching, and upskilling across markets

Requirements

• Minimum of 12 years of total professional experience, with strong exposure to customer engagement, omnichannel, marketing, or commercial excellence
• Proven experience in regional or global roles within complex, multicultural environments
• Strong analytical capabilities with demonstrated experience in data-driven decision-making and KPI management
• Solid understanding of digital transformation, omnichannel strategies, and customer experience models
• Strong stakeholder management, communication, and leadership skills, including experience engaging senior leadership across multiple markets and working across cross-functional and geographically diverse teams
• Mandatory experience in pharma or healthcare industries
• Bachelor's degree in business, Marketing, Life Sciences, or a related field; a master's degree is an advantage
• Fluency in English is required; additional languages are a plus
• Eligibility to work in Egypt is required