For our office in Munich (hybrid working model) we are recruiting for a
(Sr) Manager, Digital Innovation & Customer Engagement (f/m/d)

QUALIFICATIONS

• Bachelor’s Degree in Marketing, Business, Economics, Life Sciences Computer science or other relevant discipline
• 5+ years of experience in omnichannel marketing, customer engagement, or digital innovation, ideally within the pharmaceutical, biotech, or healthcare industry
• Demonstrated ability to drive digital innovation and manage complex cross-functional projects
• Strong analytical skills & data literacy with a focus on data-driven decision-making and expertise in MS Excel
• Experience in Artificial Intelligence, Website & HCP Platform knowledge, marketing automation tools or CRM and data analytics platforms preferred
• Experience in integrating data feeds from various systems
• Affinity towards and understanding of A/B testing, NetPromoterScore/ComScore and Customer Engagement Analytics in general
• Strong understanding of pharmaceutical commercial models, HCP and patient engagement, and relevant compliance considerations
• Must thrive in a cross-functional and cross-cultural environment.
• Strong interpersonal communications, presentation, and stakeholder management skills.
• Self-starter and highly self-motivated personality.
• Can-do spirit and hands-on execution mentality.
• Strong team orientation
• Fluent level in German and English
  Job Level: Management

ABOUT THIS ROLE:

The (Sr) Manager, Digital Innovation & Customer Engagement will be responsible for developing and executing data-driven and customer-centric strategies that enhance engagement across digital and traditional channels. The incumbent will lead the design, piloting, and scaling of innovative projects and solutions leveraging new technologies that drive measurable value, while ensuring alignment with commercial and medical goals.

WHAT YOU’LL DO:

• Identify, pilot, and drive innovative customer engagement initiatives, digital solutions and new technologies (e.g., Artificial Intelligence) for all Business Units and functions and across entire Customer Excellence & Operations (CE&O) solution space
• Advise Business Units and cross-functional stakeholders about novel ways to engage different key stakeholder groups and drive projects
• Act as champion for innovation, building awareness and capabilities across the organization
• Manage relationships with digital agencies, technology partners and other external vendors
• Shape digital and analytics capabilities, ecosystem and infrastructure
• Advance technological ecosystem and infrastructure for state of the art engagement concepts, operations and execution
• Use analytics and customer insights to continuously optimize campaigns and engagement models
• Monitor trend in digital engagement, operations, pharma marketing and customer behavior to inform strategy
• Pioneer innovation in customer engagement & analytics through strong partnership with above market stakeholders
• Collaborate with global Biogen community
• Act as trusted partner and share best practices