Customer Engagement Manager

Ipsen; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Ipsen Ltd is seeking a Customer Engagement Manager in London, hybrid working pattern. You will lead omnichannel customer engagement with healthcare professionals, shaping digital channels, content and data-driven strategies to improve patient experiences.

You will collaborate across brand, medical and cross-functional teams, delivering end-to-end digital campaigns, governance of content, and insights-driven optimisations.

Qualifications

• Experience in digital marketing and omnichannel customer engagement.
• Pharmaceutical or healthcare sector experience.
• Knowledge of UK & Ireland pharma environment and compliance.
• Experience designing digital content, campaigns and customer journeys.
• Ability to work with digital analytics and engagement data.
• Strong project management and delivery skills.
• Collaborative and able to build cross-team relationships.
• Customer-focused mindset and curiosity.

Responsibilities

• Develop and deliver omnichannel plans and customer journeys that drive meaningful engagement.
• Lead end-to-end delivery of digital campaigns, from planning and content deployment through to measurement and optimisation.
• Partner with colleagues across the business, including brand and medical teams, to ensure omnichannel activities are integrated, aligned and delivering value.
• Support the development and governance of digital content, working with internal stakeholders and external agencies to create, adapt, approve and maintain compliant materials.
• Use data and insights to improve performance, translating engagement metrics into practical recommendations.
• Help shape our digital capabilities, sharing best practice, identifying opportunities and championing innovation.
• Lead digital projects and transformation initiatives, including pilots, new capability implementations and global project rollouts.

Skills

Digital marketing

Omnichannel

Customer engagement

Pharma industry

Digital analytics

Project management

Stakeholder collaboration

Tools

Veeva Vault

Veeva CRM

Job description

Title:

Customer Engagement Manager

Company:

Ipsen Ltd

About Ipsen:

Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation.

Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society!

For more information, visit us at **https://www.ipsen.com/**and follow our latest news on LinkedIn and Instagram.

Job Description:

Customer Engagement Manager

Location: Paddington, London
Working pattern: Hybrid
Function: Business & Customer Excellence

Help us create better customer experiences

We’re looking for a Customer Engagement Manager to join our Business & Customer Excellence team and help shape how we engage with healthcare professionals across digital channels.

Working in partnership with brand, medical and cross-functional teams, you’ll turn business priorities and customer insights into meaningful engagement strategies and customer experiences.

You’ll have the opportunity to influence how we use digital channels, content, data and technology, while helping us continuously improve the way we connect with our customers.

If you enjoy shaping strategy, collaborating across teams and finding new ways to deliver better customer experiences, we’d love to hear from you.

What you’ll be doing

As Customer Engagement Manager, you’ll:

• Develop and deliver omnichannel plans and customer journeys that drive meaningful engagement
• Lead end-to-end delivery of digital campaigns, from planning and content deployment through to measurement and optimisation.
• Partner with colleagues across the business , including brand and medical teams, to ensure omnichannel activities are integrated, aligned and delivering value.
• Support the development and governance of digital content , working with internal stakeholders and external agencies to create, adapt, approve and maintain compliant materials.
• Use data and insights to improve performance , translating engagement metrics, analytics and feedback into practical recommendations.
• Help shape our digital capabilities , sharing best practice, identifying new opportunities and championing innovation.
• Lead digital projects and transformation initiatives , including pilots, new capability implementations and global project rollouts.

What you’ll bring

We’re interested in the skills, knowledge and experience you can bring to the role. You’ll ideally be able to demonstrate:

• Strong and relevant experience within digital marketing, omnichannel orcustomer engagement , with a track record of delivering effective customer engagement initiatives.
• Relevant experience within the pharmaceutical or healthcare sector.
• Knowledge of the UK & Ireland pharmaceutical environment and an understanding of relevant compliance requirements.
• Experience designing and delivering digital content, campaigns and customer journeys.
• Confidence working with digital analytics and engagement data and translating insights into actions and recommendations.
• Strong project management and delivery skills , with the ability to manage multiple priorities and work effectively with a range of stakeholders.
• A collaborative approach and the ability to build trusted relationships across different teams.
• A customer-focused mindset, with curiosity and an interest in identifying new and better ways of working.

It would be helpful, but not essential, if you also have:

• Experience with digital content approval processes or platforms such as Veeva Vault.
• Experience using CRM platforms such as Veeva.

Your approach

You don’t need to have followed one particular career path to succeed in this role.

What matters is your ability to understand customer needs, work collaboratively, turn insights into action and deliver effectively. You’ll be comfortable challenging established thinking, exploring new ideas and using evidence to understand what works and where we can improve.

We value people who bring different experiences and perspectives, so if you meet many, but not every, element of the criteria, we encourage you to apply.

Ready to make an impact?

We removed these calls to action in refinement for clarity and to comply with formatting guidelines.

We are committed to creating a workplace where everyone feels heard, valued, and supported; where we embrace “The Real Us”. The value we place on different perspectives and experiences drives our commitment to inclusion and equal opportunities. When we include diverse ways of thinking, we make more thoughtful decisions and discover more innovative solutions. Together we strive to better understand the communities we serve. This means we also want to help you perform at your best when applying for a role with us. If you require any adjustments or support during the application process, please let the recruitment team know. This information will be handled with care and will not affect the outcome of your application.