Associate Director Customer Engagement

Description du poste et des missions

For our Commercial Operations Department, part of our Mid-Europe Cluster organization,  we are currently recruiting for the role of Associate Director Customer Engagement.

Purpose of the role

Working within the Commercial Operations Department, in support of the Organon Mid Europe cluster business, the Customer Engagement Lead is a key strategic partner for the business. He/she co-constructs the Customer Engagement strategy with Marketing and Sales and ensures its implementation, based on the management of Customer Knowledge, the construction and monitoring of the digital channel activation strategy to optimize the personalization of interactions, and the support of all teams in the use of these channels.

To this end, he/she works closely with the Marketing and Sales teams, , to co-construct the strategy and customer engagement plan needed to deliver the Brand Plans' key challenges. He/she ensures that the data needed to improve customer knowledge is captured and centralized via the CRM tool to reinforce the personalization of interactions and therefore engagement. He/she pilots the activation of digital channels (platforms for healthcare professionals, marketing automation tools, etc.) to deliver the tactics defined in the Brand Plans for each of the products in the portfolio and the cluster's geographies. Finally, he manages both global digital agency and external digital agency to develop and deliver digital assets (eDetailing, emails, webpages and contents) to ensure a smooth implementation of the marketing campaign.

As service leader, he/she is the main contact for Global teams in his/her area of activity, guaranteeing efficiency by driving business developments within his/her area, and ensuring the adoption of best practices. As such, he/she analyzes the risks and opportunities for the cluster, and defines the roadmap for operational implementation or adaptation, with a view to maximizing the benefits.

To achieve his/her mission, he/she manages a multi-disciplinary team comprising a CRM Admin, a Systems Enabler and a Digital Channels Activator. He/she ensures that his/her teams maintain a high level of expertise in order to help the business achieve its objectives.

His/her ability to understand business challenges and integrate them into his roadmap, and his/her communication skills are assets that enable him/her to work in synergy with all the company's teams.

Main responsibilities

In liaison with the Global teams, he/she participates in the co-construction of the company's strategy on digital engagement channels and tools (OrganonPro site, Sales Force Marketing Cloud tool, etc.) by influencing to ensure understanding of the cluster's needs and obtaining the associated orientations/developments.

Advises and supports local business contacts in meeting their specific business needs, by setting up new digital platforms or upgrading existing ones.

He/she is responsible for improving customer engagement through the use of channels and tools. To this end, he/she implements the relevant dashboards and monitoring, in liaison with his/her team and the Data & Commercial Excellence team.

Takes the necessary action to remedy any problems identified, by adjusting the mode of engagement in conjunction with Marketing, and obtaining the necessary changes from the Global teams where necessary.

He/she is responsible for ensuring that channels and tools are appropriate and properly used by all employees concerned (Sales, Marketing, etc.). To this end, he/she integrates the change management dimension into all customer engagement projects involving solutions within his/her scope, from the outset, to ensure that initiatives are understood and adopted.

The Customer Commitment Manager is also a driving force in cross-functional cluster and/or global projects within the scope of his/her area of expertise.

Your profile

• Master's degree in a technical field, businsess or another related domain;


• 5 years of experience in the areas that you will be responsible for in this role;


• Experience in people management. 


• Experience in the pharmaceutical, medical devices or related sector;


• You capable in strategic analysis and you have a strong marketing awareness;


• Analytical skills, communication skills, customer focus and you are able to bring structure;


• Project management and change management skills; 


• You are preferably familiar with the following systems: Sales Force CRM/VEEVA, Sales Force Marketing Cloud and Wordpress VIP;


• You are fluent in French and English.

Lieu de la mission