Global Customer Innovation - CDI - H/F

Pierre Fabre Laboratories; Paris; Hybride; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Pierre Fabre Laboratories is seeking a Global Customer Innovation Manager to drive omnichannel engagement globally and align affiliate needs with the global CRM strategy. The role bridges franchise, medical, and affiliate teams, delivering innovative HCP engagement solutions and data-driven improvements.

You will lead cross-functional initiatives, develop playbooks and trainings, and implement best practices for omnichannel programs across markets.

Qualifications

• Master's degree in Business, Marketing, Digital, or related field.
• 5+ years of experience in customer engagement, innovation, or omnichannel strategy in pharma/healthcare.
• Strong understanding of HCP engagement models, digital ecosystems, and CRM tools (Salesforce, Veeva).
• Proven experience leading complex, cross-market projects in a global organization.
• Excellent communication and stakeholder management skills.
• Fluent in English (additional languages are an asset).

Responsabilités

• Best Practice Sharing & Enablement: Develop playbooks, toolkits, and learning sessions for affiliates and internal teams on customer engagement excellence.
• Omnichannel Strategy Implementation: Deploy omnichannel best practices with global franchises, medical teams, and affiliate leads; design HCP journeys, KPI frameworks, and campaign tracking.
• Cross-Functional Collaboration: Bridge global and local teams to reflect affiliate needs in the global CRM and omnichannel strategy.
• CRM: Align on CRM capabilities, features, and enhancements to support an integrated HCP experience and data-driven engagement.
• Innovation Leadership: Lead projects like universal HCP identification systems, push channels (email, WhatsApp, in-app), and personalized content delivery.
• Measurement & Continuous Improvement: Define and monitor omnichannel KPIs and drive improvements from insights.

Connaissances

Omnichannel strategy

CRM tools

Cross-functional collaboration

Stakeholder management

English fluency

Formation

Master's degree in Business/Marketing/Digital

Outils

Salesforce

Veeva

Description du poste

We are Pierre Fabre Laboratories, a global leader combining pharmaceutical expertise with dermo-cosmetics to support consumers and patients at every stage of their care journey.

Our portfolio includes several medical franchises and international brands such as Eau Thermale Avène, Ducray, A-Derma, Klorane, René Furterer, and Pierre Fabre Oral Care.

About the Role

We are looking for a Global Customer Innovation Manager to join our Global Customer Excellence team and play a key role in advancing our omnichannel engagement strategy across franchises and markets. This position is instrumental in bridging franchise, medical, and affiliates operational teams to ensure the effective implementation of omnichannel best practices and innovative customer engagement solutions.

You will lead the design and rollout of initiatives that enhance our understanding and engagement of Healthcare Professionals (HCPs), ensuring global alignment while adapting to local needs. This is a highly collaborative, cross-functional role requiring both strategic thinking and hands-on project execution.

Key Responsibilities

• Best Practice Sharing & Enablement:
• Develop playbooks, toolkits, and learning sessions to upskill affiliates and internal teams on customer engagement excellence.
• Omnichannel Strategy Implementation:
• Work closely with global franchises, medical teams, and affiliate operational leads deploying omnichannel best practices, including HCP journey design workshops, KPI frameworks, and campaign performance tracking.
• Cross-Functional Collaboration:
• Serve as a bridge between global and local teams to ensure that affiliate needs and market dynamics are reflected in the global CRM and omnichannel strategy.
• Customer Relationship Management (CRM):
• Drive alignment on CRM capabilities, features, and enhancements that support an integrated HCP experience and efficient data-driven engagement.
• Innovation Leadership:
• Lead strategic innovation projects to strengthen customer experience - such as universal HCP identification systems, implementation of new push channels (e.g., email, WhatsApp, in-app notifications), and personalized content delivery.
• Measurement & Continuous Improvement:
• Define and monitor key omnichannel KPIs and recommend improvements based on insights and analytics.

Profile & Qualifications

• Master's degree in Business, Marketing, Digital, or a related field.
• 5+ years of experience in customer engagement, innovation, or omnichannel strategy - ideally in the pharmaceutical or healthcare industry.
• Strong understanding of HCP engagement models, digital ecosystems, and CRM tools (e.g., Salesforce, Veeva).
• Proven experience leading complex, cross-market projects in a global organization.
• Excellent communication and stakeholder management skills.
• Strategic mindset with hands-on execution ability.
• Fluent in English (additional languages are an asset).

Why Join Us

• Opportunity to lead impactful projects that directly improve the customer experience and advance healthcare engagement globally.
• Be part of a forward-thinking global team shaping the future of HCP engagement.
• Work in an environment that values innovation, collaboration, and continuous learning.

Location: Hybrid / 20 to 30 % travelling

Reports to: Global Customer Excellence Lead