Customer Engagement Manager

Galderma is the emerging pure-play dermatology category leader present in approximately 90 countries. We deliver an innovative science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981 we have dedicated our focus and passion to the human bodys largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we are in shapes our lives we are advancing dermatology for every skin story.

We look for people who focus on getting results embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all they must be passionate about doing something meaningful for consumers patients and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company we embrace diversity and respect the dignity privacy and personal rights of every employee.

At Galderma we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled direct impact.

Position Overview

The Customer Engagement Manager is a pivotal member of the Therapeutic Dermatology business unit leading comprehensive customer learning initiatives and overseeing all aspects of Metvix/Aktilite. The role is accountable for building and executing compliant and quality educational content and programming for healthcare professionals (HCPs) and for serving as the primary contact for Metvix/Aktilite focusing on operational strategies driving the go to market model and ensuring partnership with HCPs.

This role reports to the Business Unit Head Therapeutic Dermatology and is based at Galderma downtown Toronto office (161 Bay Street). The base salary range for the position is 95000 - 118000 CAD.

Key Responsibilities

Customer Learning Programs

• Develop implement and evaluate innovative customer learning programs at a national level aligned to therapeutic area priorities and brand plans.

• Conduct learning needs assessments to identify scientific knowledge gaps informing content development and programming focus.

• Stay current on global and Canadian customer education trends ensuring HCPs have access to cutting-edge programs preceptorships and standalone learning opportunities.

• Oversee the development and maintenance of scientifically robust accurate and balanced educational content collaborating with internal teams KOLs and faculty.

• Manage end-to-end program execution: vendor oversight faculty/speaker selection budgeting approvals logistics and documentation of all activities.

• Partner closely with Medical Affairs HCP steering committees Marketing Market Access Regulatory and Compliance to ensure full alignment and operational excellence.

• Continuously collect analyze and synthesize program data HCP insights performance metrics and competitive intelligence to guide program improvement and maximize scientific impact.

• Support speaker training advisory boards and scientific exchange forums as required.

• Drive adherence to all compliance and governance requirements including IMC PAAB and internal policies.

• Track and report on key performance indicators (KPIs) for all engagement and education activities.

Metvix/Aktilite Customer Engagement

• Lead the strategic planning and execution of the Metvix brand including development of a multi-year growth plan establishment of targets and execution strategy for sustainable market expansion.

• Own all operational processes for Metvix/Aktilite including clinic onboarding contracting performance tracking issue resolution and lamp maintenance.

• Act as the central point of contact for Metvix inquiries from the sales force patient support teams and supply chain ensuring seamless communication and resolution of issues.

• Design implement and govern the Aktilite loan program including contract management monitoring lifecycle oversight and establishing robust governance processes.

• Develop all Metvix/Aktilite educational materials for both HCPs and patients supporting the effective use of Metvix in clinical settings.

• Create a lean educational portfolio to train and provide in-services for HCPs introducing photodynamic therapy (PDT) in their practices.

• Ensure all Metvix and Aktilite practices and materials comply with Galderma standards IMC Code PAAB and other Canadian ethical guidelines.

Qualifications

• Bachelors degree in Life Sciences Marketing Business Health Administration or related field; advanced degree preferred.

• Minimum 5 years experience in customer engagement brand management or medical education roles in the pharmaceutical or healthcare sector previous customer facing experience is considered an asset

• Demonstrated experience in operational process management clinic support and program execution in a highly regulated environment.

• Proficient in building and managing strategic business and educational plans and cross-functional project teams.

• Strong knowledge of Canadian regulatory compliance and ethical standards (IMC PAAB etc.) governing pharmaceutical promotion and customer learning programs.

• Excellent communication presentation and stakeholder management skills with the ability to engage effectively with HCPs internal teams and external partners.

• Exceptional analytical strategic thinking and data interpretation skills; able to synthesize insights from program metrics and feedback.

• Ability to manage multiple projects simultaneously and prioritize effectively in a dynamic environment.

• Experience creating educational content for diverse platforms (digital in-person hybrid) and audiences is an asset.