Customer Journey Manager

ROLE SUMMARY

Pfizer is committed to offer health care professionals and patients the right content at every step of their journey. The Customer Journey Manager is responsible for providing our customers with a seamless customer journey.
When a campaign (wave design) has been developed, the Customer Journey Manager is the leading role that advice the business in managing the (technical) customer journey of the entire campaign.
 

ROLE RESPONSIBILITIES

• Works with Patient & Healthcare Experience Team, Country Brand Leads / Drug Leads / Commercial Strategy Managers, Customer Omnichannel Managers, and other commercial roles to co-develop holistic omni-channel strategic plans for market​.
• Responsible for end-to-end campaigns that offer the seamless customer journey to increase customer experience, and coaches colleagues on measuring with KPI’s.
• Drives analysis of end-to-end campaigns in collaboration with the Omnichannel Insights Specialist.
• Coaches CBLs/Drug Lead/CSM and Customer Omnichannel Managers on how to orchestrate content across the approved channels by customer type considering their affinity, to ensure the best experience possible for the customer​.
• Develops best practices/trainings to create/enhance agile, omni-channel plan developmental capabilities in collaboration with L&D.
• Reassures compliance and adherence to policies, relevant procedures and agreed timelines of the organization.

BASIC QUALIFICATIONS

• Bachelor’s degree in marketing, communications, advertising, business management, or in a related field and 5+ years of experienced as Customer Journey Specialist or Marketing and Project Management.
• Experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and online (social) media channels.
• Proficiency in MS Office, as well as CX and CRM software.
• Proficient in English (C1) and Dutch (C2).
• Analytical, data driven mindset.
• Excellent communication skills.

PREFERRED QUALIFICATIONS

• Blueprint certificates on social media channels
• Google certificates
• Experience in pharma marketing

WHAT DO WE OFFER?

Innovative company Pfizer has a pipeline full of innovative medicines for a variety of conditions. As a Pfizer colleague, you'll have the opportunity to maximize the impact of medicines for patients in a variety of ways. In short, you make a real difference.

Development opportunities We are always looking for top talent. We believe you will never stop learning and there will always be a new opportunity for your development. That is why we have broad opportunities in the Dutch organization. There are regular opportunities for training or to gain experience in a different field or even advancement to an international position.

A culture where you can be yourself We are a large, international organization with people from all over the world. At Pfizer everyone should be able to be themselves, that's what we strive for and live by.

Work/life balance At Pfizer, we know that if you really want to make an impact on people's lives, it's important that your people are at their best. That's why we offer our colleagues good working conditions, such as an appropriate salary and opportunities to work from home. Working a lot of overtime is not the norm for us. We also believe that work and having fun should go hand in hand. That's why, for example, you can participate in all kinds of activities outside of work.

ARE YOU INTERESTED?

Do you know enough and have you decided to respond? We are curious about you and invite you to submit your application via the apply button below. You don't have to worry about a deadline to respond. We keep looking until we have found the right candidate for this position.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

#LI-PFE

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

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