Job detail for Customer Engagement Manager BU Vaccines M/F

Job Description

General Description – Functions and :

Within a Business Unit, the Customer Engagement Manager is responsible for ensuring alignment between product strategy and omnichannel execution for Healthcare Professionals (doctors, nurses, pathologists, etc.): from the message and channel to technical deployment.

To this end, they work in close collaboration with BU stakeholders (Marketing, etc.) and Digital and Customer Experience teams (Cross-functional Engagement, etc.).

They drive the performance of solutions/campaigns and ensure a relevant, clear, and impactful "Healthcare Professional" experience.

Main Activities:

• Orchestration of BU engagement plans with Marketing and Digital and Customer Experience (DXC) teams (60%)

• Acts as a point of contact for Marketing strategy within the Therapeutic Unit, particularly with DXC teams.

• Participates in the construction of the L3 and drives its translation into an omnichannel customer engagement plan, in collaboration with Marketing, Sales, Medical, and DxC teams (BIA, Cross-functional Engagement).

• Translates the needs of marketing teams into clear briefs for DXC teams (content, targeting, channels, automations, dashboards).

• Collaborates with Cross-functional Engagement Specialists to validate the compliance of each production launch (campaigns, journeys, automations, services, website, dashboards) against the specifications defined upstream with BU teams.

• Ensures content-channel-need alignment for healthcare professionals and coordinates with the Cross-functional Engagement Manager to monitor the production of these elements (prioritization, on time, in full, on quality).

• Drives performance and budgets (objectives, KPIs, dashboards, monthly reviews, and optimization decisions, etc.) in compliance with internal procedures.

Job Description:

• Ensures communication to field teams regarding usage recommendations, expected standards, and engagement best practices, particularly during internal rituals (RDR, Mid-Cycle, dedicated conference calls, seminars, and regional support, etc.).

• Organizes competitive intelligence to adopt the best omnichannel mix (channels, formats, frequency, sequencing).

• Co-lead CEE: construction of the Subsidiary Engagement function roadmap, and contributor to the implementation of identified initiatives.

• Ensures operational management of the expenditure lifecycle within their scope:

• obtaining quotes,

• creation of PR (Purchase Requisition),

• monitoring of GR (Goods Receipt) and invoicing,

• compliance with purchasing/finance processes and validated budgets.

Engagement of Healthcare Professionals (doctors, nurses, pathologists) (40%)

• Coordinates and prioritizes the development of digital solutions and services for healthcare professionals.

• Collects and transforms field feedback into actionable recommendations (messages, formats, channels, services).

• Plans the development, with Cross-functional Engagement teams, of solutions/programs intended for field teams (Sales Reps, DPS, etc.), in response to business "leverage points" in line with L3 marketing plans for all field teams.

• Ensures consistency and strategic alignment between all functions involved in solutions and services for healthcare professionals (Sales, Medical, Market Access, Strategic Accounts, Marketing Solutions and Health Programs Managers, Regulatory Affairs, Legal and Compliance, Public Affairs, Health Policy and Communication, etc.).

• Participates in validating the compliance of each production launch (campaigns, journeys, automations, services, websites, dashboards) against the specifications defined upstream with BU teams and in close collaboration with the DXC Cross-functional Engagement team.

• Guarantees that field teams (DPS, Sales Reps, etc.) are well-informed about solutions/services—modalities, value, processes, and standards—through impactful communication and a relevant change management plan, leveraging various internal rituals (RDR, Mid-Cycle, staff meetings, dedicated conference calls, seminars, etc.) and all appropriate internal channels.

Technical Skills/ELS:

Required skills and experience:

• Omnichannel & CRM: targeting, personalization, orchestration, measurement

• Performance analysis (KPIs, A/B testing, BI dashboards)

• In-depth knowledge of the information needs of doctors, nurses, and pathologists in oncology

• Formalization of technical requests for DXC (content, data, automations)

• Management of complex, multi-stakeholder projects

• High-level written and oral communication; pedagogy and influence

• ELS: Team spirit, strategic planning, influence

Additional information about the job environment:

• Required degree, experience, and language level

• Master’s degree (life sciences, business school, public health, engineering, or equivalent)

• 5–8 years of experience in HCP/omnichannel engagement or specialty marketing; very good knowledge of the therapeutic area is appreciated

• Proven experience in managing technical teams

• Fluent English (B2 level)

Required Skills:

Cross-Functional Leadership, Customer Relationship Management (CRM) Automation, Digital Consumer Engagement, Omnichannel Marketing, Product Launches, Product Management, Strategic Planning

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

09/26/2026

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