Customer Engagement Manager, NOBA

About Ipsen:

Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology Rare Disease and Neuroscience. Supported by nearly 100 years of development experience with global hubs in the U.S. France and the U.K we tackle areas of high unmet medical need through research and innovation.

Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration excellence and impact. At Ipsen every individual is empowered to be their true selves grow and thrive alongside the companys success. Join us on our journey towards sustainable growth creating real impact on patients and society!

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Summary & Purpose of the Position

The Customer Engagement Manager Nordics & Baltics is responsible for partnering closely with brand teams to translate omnichannel strategy into effective customer journeys engagement plans and high-quality execution that elevates customer experience brand performance and business impact.

The role acts as a key brand-facing omnichannel partner bringing advice perspective and constructive challenge to help teams make decisions on customer journeys channel choice content deployment and execution priorities.

Reporting to the Strategy and Business Excellence Director Nordics & Baltics and working in close partnership with the Omnichannel Lead brand medical field and business excellence teams the role helps strengthen the integration of omnichannel into day-to-day planning and execution and supports a consistent customer-centric and insight-led approach across the affiliate.

Main Responsibilities & Technical Competencies

Partner with cross-functional brand teams to elevate customer engagement:
Partner closely with brand teams to shape customer engagement plans aligned with brand strategy and business priorities.
Bring recommendations on customer journeys channel mix content deployment and execution priorities to improve customer and business impact.

Provide constructive challenge to brand teams on engagement choices using customer insight data and omnichannel best practice. Help ensure brand plans are translated into clear practical and measurable engagement activities.

Work seamlessly with the field teams to ensure synergistic value creation for customers and with medical and access teams as appropriate to complement their activities with omnichannel customer engagement.

Design and activate unique customer journeys:
Lead the design and implementation of customer journeys that reflect customer needs business priorities and local market realities.

Help connect channels content and touchpoints into consistent and relevant customer experiences.

Ensure customer journeys are clearly reflected in tactical plans and day-to-day execution.

Work with relevant cross-functional stakeholders to adapt and improve journeys over time based on insight and performance.

Drive high-quality omnichannel execution:
Support execution of omnichannel activities across channels in line with agreed priorities and plans.

Coordinate with brand medical field and other relevant stakeholders to ensure effective delivery of campaigns and engagement activities.

Help ensure content and channel deployment are timely relevant and aligned with customer needs.

Promote high standards of execution quality consistency and follow-through across brands.

Develop insight data & KPIs to strengthen decision-making:
Monitor engagement data and performance trends to identify opportunities for improvement.

Translate data and customer insight into clear recommendations for brand teams and other stakeholders.

Lead regular performance reviews to assess what is working what is not and where adjustments are needed.

Contribute to a more insight-led and test-and-learn approach to customer engagement.

Support effective use of omnichannel platforms and tools:
Support effective use of CRM and related omnichannel platforms in close collaboration with the Omnichannel Lead and relevant support functions.

Help teams apply tools data and content in ways that strengthen customer engagement and execution quality.

Identify practical opportunities to improve platform adoption workflow simplicity and day-to-day effectiveness.

Contribute to the sharing of best practices across brands and teams.

Contribute to capability building a culture of customer centricity and new ways of working:
Support the Omnichannel Lead in embedding customer-centric and omnichannel ways of working across the affiliate.
Help brand teams apply omnichannel thinking more consistently in planning and execution.

Share practical guidance and examples that improve planning quality journey execution and channel effectiveness.

Support continuous improvement through strong collaboration learning and follow-up.

Contribute to innovation and continuous improvement:
Support test-and-learn initiatives to explore new engagement approaches content formats and channel combinations.

Help evaluate outcomes and apply learnings to future execution.

Encourage practical innovation that improves customer experience and brand performance.

Knowledge & Experience

Knowledge & Experience (essential):

Experience in omnichannel and digital customer engagement
Experience partnering closely with brand teams and cross-functional stakeholders to improve customer engagement and execution quality
Demonstrated ability to translate strategy and data into practical omnichannel plans customer journeys and measurable actions
Experience using customer insight and performance data to improve engagement decisions and outcomes
Experience working with CRM and omnichannel platforms ideally including Veeva or equivalent systems
Strong project management skills and ability to manage multiple priorities in a cross-functional environment
Previous experience in brand management marketing or a closely related commercial role within pharma or healthcare
Strong analytical strategic and KPI measurement skills with a high drive for superior results process improvement and simplification
Excellent communication and influencing skills
Innovative mindset and proactive approach; inspired curious and unbossed

Knowledge & Experience (preferred):

Medical Science degree

Education / Certifications:
University degree in business or digital communication and/or digital/e-commerce marketing bioscience

Language(s):
Fluent in English

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