Digital Customer Engagement Manager Full Time

Company Description

Chugai Pharma Europe (CPE) is a regional business and wholly owned subsidiary of Chugai Pharmaceutical Co., Ltd., one of Japan’s leading research-based pharmaceutical companies.

Established in 1993, CPE is the regional coordinator of Chugai’s commercial, medical and business activities in Europe, as well as supporting research & development for Japan and exploring co-development and in-licensing opportunities.

Our mission is to dedicate ourselves to adding value by creating and delivering innovative products and services for the medical community and human health around the world.

For more information, please visit https://www.chugai.eu/ or follow us on LinkedIn at Chugai Pharma Europe

Role Description

This is a full-time role for a Digital Customer Engagement Manager located in London, with flexibility for remote work.

Please only apply (in English) if you consider that you fulfil the below criteria.

Qualifications

Essential Criteria:

• Completed degree or equivalent professional qualification in Business, Marketing, Communications, Digital Business, or a related field
• Digital qualification (preferable) or demonstrable experience
• Fluent English & French (oral, written and professional vocabulary)
• Over 5 years of experience in a similar role, ideally in digital marketing or customer engagement (pharmaceutical industry desirable or agency)
• In-depth understanding of digital channels and platforms, and their use in customer management
• Experience in omnichannel marketing (including social media), crafting personalized customer journeys, and enhancing customer engagement and experience
• Demonstrable experience leading and managing digital marketing campaigns, email journeys and social media
• Experience on managing websites and apps Go to Market model
• Experience analyzing and interpreting customer data to optimize the customer journey (Matomo/Piano/GA, SFMC/Marketo, Salesforce/Vevva/OCE)
• Strong time management and flexibility, workload prioritization, and multi-tasking abilities.
• Ability to work independently and collaboratively with team while leading without authority
• Proactive in sharing expertise and demonstrating a positive can-do attitude on a matrix environment
• Creates an open, trusting environment for discussing confidential/ethical issues.
• Takes ownership, initiates action, and sets high professional standards
• Strong interpersonal and influencing skills; acts as a passionate and enthusiastic digital champion
• Focuses on activities that deliver results and ROI, with customer experience positive impact
• Methodical, detail-oriented approach ensuring adherence to SOPs and task completion
• Initiative, drive and autonomy; able to operate with minimal supervision and work with limited infrastructure, knowing when to consult/inform manager/others

JOB PURPOSE:

• The Digital Customer Engagement Manager is responsible for optimizing customer engagement opportunities and the successful implementation of holistic omnichannel projects and campaigns for impactful customer experience.

General:

• Understand the digital ecossystem, services, solutions, automation and brand’s omnichannel journey
• Possess in-depth knowledge of digital marketing, including current trends and new technologies to inform and improve the department strategy
• Take and recommend strategic decisions that are informed by data drive analysis, researched and evidenced industry insights
• Lead , manage and engage with internal and external stakeholders
• Manage internal relationships in order to work effectively within cross-functional teams
• Drive and influence cross-functional and project teams
• Be an effective Project Manager in order to lead and influence cross-functional and project teams including Medical, sales. IT or Portfolio & Lifecycle management

CEDx Specific:

• Develop and execute digital initiatives by identifying key customer engagement opportunities, planning, and implementing it together with sales & marketing teams
• Ensure that digital and omnichannel tactics are seamlessly included in the overall brand strategy, enhancing the coherence and effectiveness of marketing efforts
• Maximize Chugai digital capabilities to achieve exceptional customer experience by bringing innovative thinking and a deep understanding of customer needs and behaviours
• Cultivate a “digital first” mindset within Chugai’s teams while fostering a digital-first culture by promoting the importance of digital channels and ensuring that digital strategies are prioritized in marketing and sales activities
• Enhance the digital capabilities through training and support by organizing workshops, providing resources, and offering guidance to ensure that the teams are well-equipped to execute digital strategies effectively
• Manage and work effectively with agencies and other third party service providers
• Manage expenditure budgets in cooperation with finance teams
• Shape a cohesive GTM and customer offering across digital platforms by providing a consistent offering across platforms and systems
• Set, monitor and report on KPIs and quantitative objectives
• Lead and drive the omnichannel communication and implementation of the marketing strategy for optimal field execution and customer engagement and digital experience
• Work alongside portfolio management to co-create and implement a cohesive digital and marketing strategy: This involves aligning digital initiatives with portfolio goals and ensuring that all marketing efforts are integrated
• Ensure the strategy is interwoven with all marketing efforts to provide a unified customer experience, providing a unified and consistent customer experience across all touchpoints.
• Implement automation in customer communications to enhance engagement and CX by making interactions more efficient and personalized
• Inspire, motivate and provide leadership
• Ensure strategic and tactical alignment with medical , sales, IT and portfolio & lifecycle teams
• Measure and demonstrate improved customer interactions through measuring impact, demonstrating improvements and making data-driven reporting and action plans