Sr Manager, Customer Engagement Enablement

3 days ago

Boston, United States Servier Full time
About Servier

Servier in the U.S. is a Boston-based, commercial-stage biopharmaceutical company launched by Servier Group in 2018. As a privately held organization, Servier is uniquely positioned to advance cutting-edge science, tackle underserved therapeutic areas and make patients the focus of every strategic decision.

Role Summary

The Sr Manager, Customer Engagement Enablement is a pivotal member of the Corporate Business Excellence team, working cross-functionally with commercial and medical teams to enhance customer interactions and drive engagement strategies. Position reports into Director of Field Force Operations.

The position focuses on the analytical evaluation of key priorities and identification of market-specific opportunities in the oncology sector, including field team efficiency, call activity, customer targeting, next best action and engagement strategies, and field team reporting. The ideal candidate will efficiently synthesize diverse pharmaceutical data sets and deliver data-driven insights and initiatives focused on enhancing customer engagements. Additionally, this role will support field team leadership by providing strategic insights and recommendations for optimizing customer engagement and targeting efforts.

Primary Responsibilities:

  • Operationalize and Execute Customer Engagement Strategies: Provide operational leadership and input in creating and implementing comprehensive strategies designed to enhance customer relationships and drive engagement across multiple touchpoints.
  • Lead Cross-Functional Teams: Collaborate with marketing, sales, medical, analytics, and IT teams to align customer engagement efforts with broader company objectives.
  • Analyze Customer Insights: Utilize data and analytics to understand customer needs, behaviors, and preferences, and tailor engagement initiatives accordingly.
  • Partner in Program Development: Provide input and thought partnership on the creation and management of programs and initiatives designed to improve customer engagement experience and impact. This includes customer engagement orchestration operations for alerts, triggers, early warnings, suggestions, and real time targeting opportunities for field teams to inform next best engagement.
  • Monitor Customer Communication Channels: Gather customer engagement data (partnering with Data Strategy, Analytics, and IT teams) and derive insights from various communication channels such as digital platforms, events, and direct interactions.
  • Monitor and Report on Engagement Metrics: Work with functional counterparts to track performance metrics related to customer engagement, report findings to senior leadership, and make data-driven recommendations for improvement.
  • Ensure Compliance: Maintain adherence to industry regulations and company policies in all customer engagement practices.
  • Foster Stakeholder Relationships: Build and sustain strong relationships with key stakeholders and partners to support engagement initiatives.
Education and Required Skills:
  • A degree in Business Administration, Marketing, Life Sciences, or a related field or on-job experience is required.
  • Proven track record of at least 5+ years in customer engagement and analytical roles, ideally within the pharmaceutical or oncology sector. Understanding of oncology or rare disease markets and stakeholder perspectives with a proven ability to quickly gain in-depth understanding of various disease states preferred.
  • Strong leadership skills with experience managing cross-functional teams and driving collaborative efforts. Experience in developing interpersonal relationships, influencing, and gaining consensus across multiple functions (high EQ)
  • Proficiency in data analysis and interpretation to drive strategic decisions and measure program effectiveness.
  • Excellent verbal and written communication skills, with the ability to effectively convey complex information to various audiences.
  • Demonstrated ability to manage multiple projects simultaneously with a high degree of organization and attention to detail.
  • Deep understanding of customer needs and a proven ability to design and implement strategies that enhance customer experience.
  • Familiarity with regulatory requirements and compliance related to pharmaceutical marketing and customer engagement.
  • Experience with CRM systems, digital marketing tools, and data analytics platforms is required.
Travel and Location:
  • Boston-area onsite, 2-3 days in the office preferred. Remote options will be considered.
  • Travel ~10% of the time for meetings/workshops, external conferences, and internal meetings/off-sites.

Servier's Commitment

Servier is committed to modeling diversity, equity, and inclusion within the industry. We are dedicated to fostering an environment that maintains equitable treatment for all and we welcome applicants who are passionate, committed, and innovative individuals. We encourage candidates to apply to our open roles as we are always willing to consider experiences and skills beyond what is listed in the job description.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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