Customer Engagement Manager

Ipsen Ltd; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Ipsen Ltd in London is seeking a Customer Engagement Manager to shape how we engage with healthcare professionals across digital channels. Hybrid work in Paddington, London, with cross-functional collaboration across brand, medical and digital teams.

You will turn business priorities and customer insights into engagement strategies, influence use of digital content, data and technology, and continuously improve customer connections to deliver measurable value.

Qualifications

• Experience in digital marketing and omnichannel engagement.
• Track record delivering customer engagement initiatives.
• Experience in pharmaceutical or healthcare sectors.
• Knowledge of UK/Ireland pharma environment and compliance.
• Ability to design and deliver digital content and campaigns.
• Strong analytics with data-driven insights.

Responsibilities

• Develop omnichannel plans and customer journeys.
• Lead end-to-end digital campaigns from planning to optimization.
• Collaborate with brand and medical teams for integrated activities.
• Govern digital content with stakeholders and agencies.
• Use data and insights to improve performance.
• Drive digital capability improvements and pilots.

Skills

Digital marketing

Omnichannel

Customer engagement

Pharma industry experience

UK & Ireland pharma landscape

Digital analytics

CRM platforms (Veeva)

Tools

Veeva Vault

Veeva CRM

Job description

Title: Customer Engagement ManagerCompany: 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

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

• 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 or customer 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?

This is an opportunity to play an important role in evolving our omnichannel capabilities and creating customer experiences that support both customer needs and business objectives. If this sounds like an opportunity where you could make a difference, we’d love to hear from you.

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.

At Ipsen, each employee makes a real impact. Our teams are passionate about what they do because they care about making a difference in patients’ lives. We invest in our employees to support life-changing projects that create positive impact for patients and society.