(Sr) Manager, Digital Innovation & Customer Engagement (f/m/d)

Job Description

For our offices in Munich (hybrid working model), we are recruiting for:

(Sr) Manager, Digital Innovation & Customer Engagement (f/m/d)

About This Role:

The (Sr) Manager, Digital Innovation & Customer Engagement, will develop and execute data-driven, customer-centric strategies to enhance engagement across digital and traditional channels. The incumbent will lead the design, piloting, and scaling of innovative projects leveraging new technologies that generate measurable value, aligned with commercial and medical goals.

What You’ll Do:

1. Identify, pilot, and drive innovative customer engagement initiatives, digital solutions, and new technologies (e.g., Artificial Intelligence) for all Business Units and functions within the Customer Excellence & Operations (CE&O) space
   • Advise Business Units and stakeholders on novel engagement methods and project execution
   • Champion innovation by building awareness and capabilities organization-wide
   • Manage relationships with digital agencies, technology partners, and external vendors
2. Shape digital and analytics capabilities, ecosystem, and infrastructure
   • Enhance technological ecosystem and infrastructure for advanced engagement concepts and operations
   • Utilize analytics and customer insights to optimize campaigns and engagement models
   • Monitor trends in digital engagement, pharma marketing, and customer behavior to inform strategies
3. Pioneer innovation in customer engagement and analytics through partnerships with market stakeholders
   • Collaborate with the global Biogen community
   • Share best practices and act as a trusted partner

Who You Are:

This role requires an innovative, independent individual skilled in digital solutions and customer engagement, with strong cross-functional collaboration skills. Your enthusiasm for advancing digital capabilities and industry trends will help optimize strategies and influence decision-makers at all levels.

• Bachelor’s Degree in Marketing, Business, Economics, Life Sciences, Computer Science, or related fields
• 5+ years of experience in omnichannel marketing, customer engagement, or digital innovation, preferably in the pharmaceutical, biotech, or healthcare sectors
• Proven ability to drive digital innovation and manage complex projects
• Strong analytical skills and data literacy, with expertise in MS Excel
• Experience with AI, HCP platforms, marketing automation, CRM, and data analytics tools preferred
• Experience integrating data feeds from various systems
• Understanding of A/B testing, NPS, ComScore, and customer engagement analytics
• Knowledge of pharmaceutical commercial models, HCP and patient engagement, and compliance considerations
• Ability to thrive in cross-functional and cross-cultural environments
• Excellent interpersonal, presentation, and stakeholder management skills
• Self-motivated, proactive, and hands-on mentality
• Strong team orientation
• Fluent in German and English

Additional Information

Why Biogen?

We are a global team committed to excellence and innovation. As a mid-sized biotech company, we offer stability, resources, and opportunities for growth. Our talented team works together to deliver life-changing medicines, making a meaningful impact. We foster an inclusive culture that values diversity and belonging, empowering every employee to contribute and thrive. Read more about our DE&I efforts.