Customer Excellence Process Manager

Key Responsibilities

• Lead operational excellence across omnichannel assets and channels, ensuring effective content activation to enhance experience and engagement for commercial, medical, and access customers.
• Support business teams to maximize impact through digital engagement, ensuring alignment with therapeutic strategy and compliance with governance, internal processes, and regulations.
• Design and execute end-to-end customer journeys across multiple channels, integrating CRM, Salesforce Marketing Cloud (SFMC), and rep-triggered tools, in alignment with TA strategy.
• Oversee channel orchestration and content activation, ensuring materials are properly prepared, approved, and available across field, medical, and access technology platforms.
• Supervise tagging processes, FUSE uploads, and MLR workflows, ensuring quality, compliance, and execution timelines are met.
• Provide customer journey and omnichannel performance insights, supporting continuous improvement of commercial, medical, and access engagement.
• Manage and deliver initiatives and projects within complex matrix environments, collaborating with multiple internal and external functions and stakeholders.
• Act as a change agent, driving adoption of new digital capabilities, operating models, and best practices.

Key Capabilities

• Critical thinking with a structured problem-solving approach.
• Strong project management skills in complex, matrixed environments.
• Strong analytical capability with a data-driven mindset.
• Excellent written and verbal communication skills across different organizational levels.
• Change management mindset, with the ability to drive adoption and transformation.

Experience

• More than 5  years of experience in digital assets and omnichannel ecosystems.
• More than 2 years of experience operating digital assets and content operations.
• At least 1 year of experience in marketing strategies across offline and online channels.
• Proven experience leading and implementing projects in complex matrix environments.
• Experience managing digital solutions and/or enhancing digital channel integrations.

Knowledge

• Solid knowledge of pharmaceutical operations, including:
  Marketing, Medical, ERC, Finance, Supply Chain, Regulatory, Legal, Quality (QA), and Pharmacovigilance (PV).
• Familiarity with MLR processes, content governance, and digital platforms (CRM, SFMC, DAM, field activation tools).