Digital Customer Engagement Manager

JR United Kingdom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading biotechnology company is seeking a Digital Customer Engagement Manager to enhance their email and digital marketing strategies. This role involves collaborating with stakeholders, managing digital assets, and providing insights to improve customer engagement. Candidates should have a strong background in pharma marketing and digital execution.

Qualifications

• Experience in commercial pharma role (Marketing, Sales, Digital).
• Strong Digital execution experience in multichannel and/or omnichannel marketing.

Responsibilities

• Lead the email channel for the international region.
• Manage digital assets and support with website management.
• Act as the primary contact for all commercial email queries.

Skills

Digital execution

Multichannel marketing

Communication

Project management

Education

Bachelor’s Degree in marketing, business, scientific area or related field

Job description

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Digital Customer Engagement Manager, london

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Client:

Location:

london, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

1

Posted:

23.05.2025

Expiry Date:

07.07.2025

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Job Description:

Company Name: Vertex Pharmaceuticals

Type of Role: Contract position, Inside IR35

Location: Hybrid (3 days on site in Paddington)

Department: Marketing

Looking for opportunities with purpose, impact and possibilities? Our client, Vertex, is a global biotechnology company that invests in scientific innovation. As they grow their pipeline at pace, they are strengthening their reputation for creating transformative medicines for people with serious diseases.

General Summary:

This role will primarily be responsible for leading the email channel for the international region.

This will involve partnering with business stakeholders to gather and understand requirements, building email templates, advising on best practice for email usage and build, providing data driven insights around email activities, working with offshore teams to manage email builds and training users on Veeva Approved Email and Veeva Recommended Email.

The incumbent will also be responsible for supporting with the build and management of commercial websites in the region.

This will involve managing and triaging tickets, working with offshore teams to build and update websites, advising on web best practice, analysing traffic acquisition tactics and providing insights based on web analytics.

Key Duties and Responsibilities:

• Acting as the single and primary point of contact for all queries and activities involving commercial emails for the international region.
• Manage current and future digital assets by setting content priorities, facilitating timely deployment, and partnering with business partners, agencies and other internal teams to execute required tasks
• Be the first point of contact to provide support with channel-related queries
• Lead all phases of digital production and User Acceptance Testing (UAT) of digital assets and campaigns
• Help establish and deliver the brand metrics and KPIs for digital components, as well as set analytics priorities for digital tactics
• Guide the business to develop vision and strategy around digital campaigns
• Build understanding of customer preferences and drive suggestions for adapting campaign elements
• Builds and prioritizes capability roadmap with clear milestones, dependencies and ensures clear lines of communication with global platform development teams
• Aligns business priority decisions with IT, cross-functional teams, and other international & global stakeholders
• Platform Product Owners to understand implications of each other’s projects, and amend roadmap accordingly
• Support with building customer engagement plans that leverage digital tactics
• Establish collaborative and productive, professional relationships with key stakeholders, including commercial leads, North American and International digital marketers, IT teams, as well as creative and digital production agencies
• Drives and gathers business requirements to meet development timelines. Proactively identifies new improvements to platforms and incorporating subject matter expertise and user feedback
• Provide feedback to commercial teams on digital brand execution, sales experience with digital platforms, and opportunities for optimization of user experience
• Oversee budget and agency execution of digital tactics and manages agency partners to ensure budget is not exceeded and timely deliverables are executed

Knowledge and Skills:

• Experience working with Pharma/ biotechnology company, preferably in a commercial function
• Strong Digital execution experience in multichannel and/or omnichannel marketing
• Strategic thinker with demonstrated ability to execute ‘hands on’ while being innovative and flexible
• Experience with product roadmaps development and influencing key stakeholders for buy in on business priorities
• Ability to work in a fast-paced, evolving environment; focus on multi-tasking, self-prioritized workload and time-management skills
• Ability and desire to understand the product needs of the future and influence all stakeholders to prioritize them
• Excellent communication and presentation skills with proven ability to explain complex information to others
• Proven ability to work with external business partners and vendors
• Able to develop rapport and credibility with key stakeholders and comfortable leading without authority across functions and geographies
• Demonstrated ability to work independently, and manage complex projects that require collaboration across functional and geographic areas
• Experience managing or leading more junior team members
• Broad understanding of pharma regulatory rules and regulations
• Experience in pharmaceutical marketing or commercial teams, or closely related field(s) (e.g., pharmaceutical sales, ad agency, etc.)
• Integrity and diversity mindset

Education and Experience:

• Bachelor’s Degree in marketing, business, scientific area or related field required
• Experience in commercial pharma role (Marketing, Sales, Digital) and or pharma consultancy or the equivalent combination of education and experience
• Strong Digital execution experience in multichannel and/or omnichannel marketing

Vertex is partnering with Talent Works to manage their international temporary job openings.

If you are successful in your application, you will be employed by Talent Works to work on a temporary assignment at Vertex.