I am Partnering with a well established Pharmaceutical company based in London who are looking for a customer engagement and digital Manager who will be responsible for turning brand and business objectives into clear, co-ordinated HCP engagement programmes across CRM, Digital Channels, our HCP Hub, Content and Field Activity.
A key part of the role will be embedding new ways of working across marketing, sales and medical, helping teams move from isolated campaign activity to more structured, joined-up customer engagement. This includes improving how teams plan engagement, use customer data, adopt CRM and digital tools, and measure performance across 1st and 3rd party engagements
.The role will ensure engagement plans are practical, adopted by teams, and continuously improved based on insight and performance
Develop clear HCP engagement plans that connect brand objectives, customer needs, content, channels and field activity.
Responsibilities
- Translating brand priorities into structured HCP engagement plans Mapping customer journeys across CRM, email, HCP hub, events and field activity Identifying the right channel mix for different customer groups
- Ensuring engagement activity is coordinated rather than delivered as isolated campaigns
Campaign & Journey Delivery
Manage the delivery of coordinated engagement programmes across digital channels and internal teams.
Responsibilities include:
- Working with marketing, sales and medical teams to shape campaign journeys
- Coordinating campaign delivery with the Digital Executive and external partners
- Ensuring campaigns are delivered on time and aligned to agreed objectives
- Reviewing live and completed activity to identify improvements
CRM & Customer Data Activation
Improve how CRM and customer data are used to target, personalise and measure HCP engagement.
Responsibilities
- include: Supporting audience segmentation and targeting Defining CRM-driven follow-up actions and engagement journeys
- Ensuring digital engagement is visible and usable within CRM Supporting sales teams with relevant engagement
Responsibilities include:
- Reviewing hub engagement and user behaviour
- Identifying opportunities to improve content pathways and repeat engagement
- Working with marketing and medical teams on content planning
- Supporting improvements to registration, navigation and user
experience
Business Adoption & Change
Management Embed new ways of working across marketing, sales and medical to support more joined-up HCP engagement. Responsibilities include:
- Supporting teams to adopt CRM, HCP hub and omnichannel planning
- processes Creating clear ways of working for campaign planning, delivery and measurement
- Supporting internal training, guidance and best practice sharing
- Identifying barriers to adoption and helping teams use digital tools more
effectively
Performance Insight & Continuous
ImprovementUse engagement data to understand performance, identify opportunities and improve future activity
.Responsibilities
: Analysing engagement trends across CRM, email, hub and campaign activity
- Identifying content, channel and audience performance patterns
- Translating engagement data into clear recommendations for commercial teams
- Contributing to regular digital and omnichannel performance
- 5 years’ experience in digital marketing, CRM, omnichannel or customer
- Experience planning or coordinating campaigns across multiple channels
- Good understanding of CRM, audience segmentation and customer data
- Ability to work confidently with marketing, sales, medical and external partners
- Strong organisational skills, with the ability to manage multiple priorities
- Ability to use engagement data to identify insights and recommend improvements
- Experience supporting new ways of working, process improvement or adoption of digital tools
- Comfortable working in a regulated or compliance-led environment
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