Global Customer Innovation Manager - CDI - H/F

Pierre Fabre Pharmaceuticals, Inc.; France; Hybrid; EUR 90,000 - 140,000; Full time

Job summary

Pierre Fabre Laboratories is seeking a Global Customer Innovation Manager to advance omnichannel engagement across franchises and markets. You will bridge franchise, medical, and affiliates teams to implement best practices and innovative customer engagement solutions, leading initiatives that enhance HCP understanding and engagement while ensuring global alignment with local needs.

The role requires strategic thinking and hands-on project execution in a highly collaborative, cross-functional

Qualifications

• Master's degree in Business, Marketing, Digital, or a related field.
• 5+ years in customer engagement, innovation, or omnichannel strategy in pharma/healthcare.
• Strong knowledge of HCP engagement models, digital ecosystems, and CRM tools.
• 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.

Responsibilities

• Best Practice Sharing & Enablement: develop playbooks, toolkits, and learning sessions.
• Omnichannel Strategy Implementation: deploy omnichannel best practices with franchises, medical teams and affiliates.
• Cross-Functional Collaboration: align global and local needs with CRM and omnichannel strategy.
• CRM Governance: influence capabilities and enhancements for integrated HCP engagement.
• Innovation Leadership: lead initiatives like universal HCP IDs and new channels (email, WhatsApp, in-app).
• Measurement & Improvement: define omnichannel KPIs and drive data-driven improvements.

Skills

Customer engagement

Omnichannel strategy

CRM concepts

Stakeholder management

Cross-functional collaboration

Project leadership

English fluency

Education

Master's degree in Business/Marketing/Digital

Tools

Salesforce

Veeva

Job description

Who we are

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. By joining us, you become part of a meaningful company where the human dimension is essential. You become a participant in the "We Care Movement," a movement that values excellence and innovation within passionate teams. Together, we push the boundaries of science to unite health and beauty for the benefit of all, because Every time we care for a single person, we make the whole world better. Present in 120 countries with a team of over 10,000 employees, we are proud to create a scientific and human impact, today and tomorrow! If caring is at the heart of your values, join Pierre Fabre Laboratories and become a key player in the "We Care Movement".

Your mission

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.

Who you are

Location: Hybrid / 20 to 30 % travelling

Department: Global Customer Excellence

Reports to: Global Customer Excellence Lead

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.

At Pierre Fabre Laboratories, we believe that our greatest asset is our people. We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, sexual orientation, gender identity or expression, age, physical or mental disability, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local law.

The information collected by this application is solely to determine suitability for employment, verify identify, and maintain employment statistics on applicants. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. Please inform the company’s personnel representative if you need assistance completing this application or to otherwise participate in the application process. Thus, we commit to considering all applications equally, without fail.

Pierre Fabre Laboratories is the world's second-largest dermo-cosmetics company and one of Europe’s leading pharmaceutical laboratories. Our Dermo-cosmetics & Personal Care portfolio includes international brands such as Eau Thermale Avène, Ducray, Klorane, A-Derma, René Furterer, Même Cosmetics, Darrow and Elgydium. The Medical Care activity covers 5 main therapeutic fields: oncology, dermatology, rare diseases, primary care and family health care. By choosing Pierre Fabre Laboratories, you will join a company where the human dimension is essential, where excellence and innovation are valued, within passionate teams united by common values, committed to pushing the boundaries of science to unite health and beauty for the benefit of all, because every time we care for a single person, we make the whole world better.