Head of Customer Engagement

Uniphar Group; Dunstable; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of Customer Engagement to drive digital transformation strategies. This role involves managing key accounts and collaborating with stakeholders to enhance customer engagement through innovative programs. The ideal candidate will possess strong leadership qualities and a deep understanding of the healthcare landscape. You will be instrumental in translating business objectives into effective digital solutions, fostering relationships, and optimizing client experiences. Join a forward-thinking organization that values insight-driven strategies and offers a dynamic work environment where your contributions can make a significant impact.

Qualifications

• Experience as a Pharmaceutical Sales Manager with strong digital strategies.
• Excellent leadership and stakeholder management skills.

Responsibilities

• Manage key accounts and support sales managers for customer engagement.
• Lead data insights and oversee CRM management.

Skills

Pharmaceutical Sales Management

Digital Marketing Tools

Stakeholder Management

Data Insights

Customer Engagement

Education

Bachelor's Degree in Business or Related Field

Tools

CRM Systems

AI-engage Systems

Job description

The role

To manage a major key account for the business which will include:

• Working with the sales managers at the account to ensure that the team is fully supported.
• Managing the Project Manager for the account, who has a pastoral role for the team and manages all Uniphar administration related to them. The PM also assists with data insights, CRM management, and reporting.
• Collaborating with main stakeholders at the account to manage all Uniphar-related activities.
• Coordinating with internal teams to oversee customer engagement, digital strategy, data insights, and CRM management.

For Any Additional Accounts

As part of an integrated division, the Head of Customer Engagement will develop systems and processes to support our client’s digital transformation strategy. This role involves building and nurturing solutions to retain and develop client and internal needs, deepening relationships.

The role also involves establishing technologies that drive customer engagement transformation within the client organization, translating business objectives and brand strategies into effective programs leveraging in-person and digital channels.

The Purpose

Our mission is to support an insights-driven sales organization that helps healthcare companies optimize their brands. We provide services underpinning insight, intelligence, and technology, fostering innovation in an evolving market.

The Head of Customer Engagement will:

• Translate client business objectives and brand strategies into effective programs using in-person and digital channels.
• Support the development of Uniphar systems and processes to deliver customer engagement solutions to clients.

Responsibilities

Programme Design & Third-Party Integration

• Customer targeting and segmentation.
• Defining the optimal mix of in-person and remote engagement solutions.
• Establishing rules of engagement with partners.
• Managing Service Level Agreements.
• Customer Journey Mapping and touchpoints identification.
• Leading data insights and AI-engage system integration.

Programme Management & Governance

• Programme setup and compliance.
• Data processing policies and system requirements.
• Leading client engagement and third-party project leads.
• Managing the Engagement Specialist Team.

Experience Level & Orchestration

• Establishing SOPs and monitoring KPIs.
• Sharing data and insights, integrating channels.
• Orchestrating customer experience and producing monthly insights.

Overview

• Knowledge of current digital marketing tools.
• Experience as a Pharmaceutical Sales Manager.
• Strong digital thinking and understanding of HCP needs in a digital world.
• Ability to lead and deliver results through others.

Candidate Requirements

• Experience as a Pharmaceutical Sales Manager.
• Understanding of digital strategies for engaging HCPs.
• Knowledge of NHS/HCP stakeholder environment.
• Confidence to operate at board level.
• Leadership, stakeholder management, and excellent communication skills.
• Personal qualities: enthusiasm, tenacity, charm, energy, humor.
• Excellent written and verbal communication skills.
• Attention to detail, ability to work independently and in teams, organizational skills, creativity, and IT proficiency.

Uniphar Background

Uniphar is a rapidly expanding healthcare services business with a global footprint, providing outsourced services to pharma and medtech manufacturers, leveraging digital technology and expert teams across Ireland, UK, Europe, MENA, and the USA.

Uniphar's divisions include Supply Chain & Retail, Medtech, and Pharma, with the Pharma division operating globally to provide comprehensive pharma services, including sourcing difficult medicines and commercializing brands.