Customer Engagement Manager (Fixed Term Contract)

Location: Paddington, London

Working pattern: Hybrid

Function: Business & Customer Excellence

Help Us Create Better Customer Experiences We’re looking for a Customer Engagement Manager to join our Business & Customer Excellence team and help shape how we engage with healthcare professionals across digital channels.

Working in partnership with brand, medical and cross-functional teams, you’ll turn business priorities and customer insights into meaningful engagement strategies and customer experiences.

You’ll have the opportunity to influence how we use digital channels, content, data and technology, while helping us continuously improve the way we connect with our customers.

If you enjoy shaping strategy, collaborating across teams and finding new ways to deliver better customer experiences, we’d love to hear from you.

What You’ll Be Doing As Customer Engagement Manager, you’ll:

• Develop and deliver omnichannel plans and customer journeys that drive meaningful engagement
• Lead end-to-end delivery of digital campaigns, from planning and content deployment through to measurement and optimisation.
• Partner with colleagues across the business, including brand and medical teams, to ensure omnichannel activities are integrated, aligned and delivering value.
• Support the development and governance of digital content, working with internal stakeholders and external agencies to create, adapt, approve and maintain compliant materials.
• Use data and insights to improve performance, translating engagement metrics, analytics and feedback into practical recommendations.
• Help shape our digital capabilities, sharing best practice, identifying new opportunities and championing innovation.
• Lead digital projects and transformation initiatives, including pilots, new capability implementations and global project rollouts. a

What You’ll Bring We’re interested in the skills, knowledge and experience you can bring to the role. You’ll ideally be able to demonstrate:

• Strong and relevant experience within digital marketing, omnichannel orcustomer engagement, with a track record of delivering effective customer engagement initiatives.
• Relevant experience within the pharmaceutical or healthcare sector.
• Knowledge of the UK & Ireland pharmaceutical environment and an understanding of relevant compliance requirements.
• Experience designing and delivering digital content, campaigns and customer journeys.
• Confidence working with digital analytics and engagement data and translating insights into actions and recommendations.
• Strong project management and delivery skills, with the ability to manage multiple priorities and work effectively with a range of stakeholders.
• A collaborative approach and the ability to build trusted relationships across different teams.
• A customer-focused mindset, with curiosity and an interest in identifying new and better ways of working.

It would be helpful, but not essential, if you also have:

• Experience with digital content approval processes or platforms such as Veeva Vault.
• Experience using CRM platforms such as Veeva.

Your approach You don’t need to have followed one particular career path to succeed in this role.

What matters is your ability to understand customer needs, work collaboratively, turn insights into action and deliver effectively. You’ll be comfortable challenging established thinking, exploring new ideas and using evidence to understand what works and where we can improve.

We value people who bring different experiences and perspectives, so if you meet many, but not every, element of the criteria, we encourage you to apply. Ready to make an impact? This is an opportunity to play an important role in evolving our omnichannel capabilities and creating customer experiences that support both customer needs and business objectives.

If this sounds like an opportunity where you could make a difference, we’d love to hear from you. Apply today.