Customer Engagement Lead
Drive customer-centric strategies that transform patient journeys and accelerate brand adoption across markets.
Your new role
As Customer Engagement Lead, you'll shape how we connect with healthcare professionals and patients across our international markets. Your expertise in customer insights and journey mapping will be central to designing engagement strategies that truly resonate with our diverse customer base and drive meaningful patient initiations.
Day-to-day your responsibilities will include:
1. Designing and implementing comprehensive customer engagement strategies that align with business goals and enhance customer satisfaction across key segments
2. Gathering and analysing customer data to uncover behaviours, preferences, and trends that inform targeted engagement initiatives
3. Leading the creation and refinement of customer journey maps to identify interaction points, pain points, and opportunities for enhancement
4. Collaborating with cross-functional teams including marketing, sales, medical, and market insights to deliver personalised customer engagements across channels
5. Developing targeted engagement campaigns with the Digital Engagement team that increase patient initiations and drive market share growth
6. Establishing feedback mechanisms such as surveys and focus groups to continuously improve customer experience and engagement effectiveness
7. Monitoring engagement metrics and preparing regular reports with actionable insights and recommendations for stakeholders
Your new department
You will join UK Customer Engagement - the bridge between the business and customers. The team drives commercial excellence through consistent, highquality interactions based on robust insights that deliver measurable business outcomes. We lead digital customer engagement, using channels, analytics and automation to personalise reach at scale, create educational content and continuously refine messaging and offerings using customer and performance data.
Your skills & qualifications
We're looking for a strategic thinker with a passion for understanding customer needs and translating insights into action. You'll bring with you:
8. Bachelor's degree in Marketing, Business, Communications, or a related field
9. 3+ years of experience in customer engagement, insights, marketing, or a related role within the pharmaceutical or healthcare industry
10. Strong analytical skills with the ability to interpret complex data and translate it into actionable engagement strategies
11. Understanding of behavioural insights and proven experience in customer journey mapping development
12. Excellent communication and interpersonal skills, with demonstrated ability to build relationships and influence cross-functional teams
13. Experience in campaign management, project coordination, and working collaboratively in matrix environments
14. Proficiency in CRM platforms and marketing automation tools is an advantage
15. Familiarity with data governance, privacy regulations, and ABPI code is preferable