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Manager, Customer Experience (m/f/d)

  • Job
    Full-time
    Senior Level
  • Marketing
    Product
  • Munich
    Remote

AI generated summary

  • You need a relevant degree, experience in digital strategies and the pharma industry, strong project management and influencing skills, fluency in English and German, and adaptability in a fast-paced environment.
  • You will design customer journeys, create project plans, tailor content for channels, monitor analytics, collaborate with teams, and manage the omnichannel budget.

Requirements

  • Bachelor or Master's degree in business management, marketing or related field
  • Experienced in developing digital and omnichannel strategies and implementing solutions
  • Several years of experience in pharmaceutical or biotechnology industry
  • Strong project management capabilities
  • Strong accountability and influential skills in working in and guiding cross-functional teams
  • Highly energetic, self-reliant, able to successfully drive performance and deliver results with various parties in a timely and efficient manner
  • Flexible to changing priorities in a fast moving environment
  • Fluency in English and German, both oral and written communications

Responsibilities

  • Translate engagement strategy to design and implement cross-functional customer journeys involving face-to-face & digital channels, congresses & events.
  • Scope and create detailed project plan for content and materials within face-to-face & digital channels and congresses & events
  • Tailor and standardize content for face-to-face channels and congress planning
  • Define guiding principles and tailoring possibilities for field force to ensure customer journey execution
  • Tailor and place content for digital channels e.g., website or HCP portals and support BU in tailoring content
  • Advice on use and implementation of new channels
  • Bring in insights from regular market and HCP engagements, market and data analytics to identify gaps & opportunities and develop solutions
  • Monitor performance measurement & analytics dashboards, track implementation and success and develop rapid corrective actions if needed.
  • Close and trustful collaboration with the cross-functional internal team, global teams, vendors and agencies.
  • Participate in brand planning activities in close collaboration with Marketing
  • Manage omnichannel communications budget closely to ensure expenditure is aligned with the brand plan.

FAQs

What is the primary responsibility of the Manager, Customer Experience at Bristol Myers Squibb?

The primary responsibility is the development, execution, and measurement of customer journeys in collaboration with cross-functional teams, including Marketing, Sales, Medical, and global teams.

What qualifications are required for this position?

A Bachelor or Master's degree in business management, marketing, or a related field is required, along with several years of experience in the pharmaceutical or biotechnology industry.

Is fluency in any specific languages required for this role?

Yes, fluency in both English and German, in oral and written communications, is required.

How does the company support work-life balance for its employees?

Bristol Myers Squibb recognizes the importance of balance and flexibility, providing a wide variety of competitive benefits, services, and programs to help employees pursue their goals both at work and in their personal lives.

What kind of work environment can new hires expect?

New hires can expect a diverse and inclusive work environment that promotes the highest potential of each colleague, with unique and life-changing work that goes beyond ordinary.

Are there opportunities for professional growth in this role?

Yes, employees have the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams.

What is the role of insights in this position?

The manager is expected to bring in insights from regular market and HCP engagements and data analytics to identify gaps, opportunities, and develop solutions.

How is the performance of customer journeys monitored in this role?

The performance is monitored through measurement and analytics dashboards, tracking implementation and success, and developing rapid corrective actions if needed.

Can employees work remotely, and if so, how often?

Yes, employees in this role can discuss the option to work remotely up to 50% of the time over a two-week period, with flexibility in choosing the days that align with their collaboration needs.

What skills are important for success in this role?

Important skills include strong project management capabilities, accountability, influential skills in guiding cross-functional teams, and the ability to adapt to changing priorities in a fast-moving environment.

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

At Bristol Myers Squibb, we work every day to transform patients’ lives through science. That work inspires some of the most interesting, meaningful, and life-changing careers you’ll experience. Join us and pursue innovative ideas alongside some of the brightest minds in biopharma, collaborating with a team rich in diversity of experiences, and perspectives. We have built a sustainable pipeline of potential therapies and are leveraging translational medicine and data analytics to understand how we can deliver the right medicine to the right patient, at the right time, to achieve the best outcome. Whether in a scientific, business or supporting function, a career at BMS means you’ll be inspired every day to grow and thrive through opportunities that are uncommon in scale and scope. Here, you’ll be on the cutting edge of powerful innovation in oncology, hematology, immunology, cardiovascular disease, and fibrosis, with colleagues united in the mission to help patients. Through the Bristol Myers Squibb Foundation, we also promote health equity and seek to improve health outcomes of populations disproportionately affected by serious diseases and conditions. Our mission is to give new hope to help patients prevail over serious disease – it drives everything we do.