Customer Experience Manager - France

Job description

Pleased to meet you, we are Galapagos, a dynamic fast growing Biotech company with offices in Europe in Belgium (Mechelen), the Netherlands (Leiden), Germany (Munich), France (Romainville / Paris), Switzerland (Basel), UK (London), Italy (Milan), Spain (Madrid) and in US (Boston).

We’re in the business of changing lives. In our quest to discover and develop life-improving medicines we go where no one has ever gone before. In every challenge we face, we see new opportunities. We want to challenge the impossible. We need thought leaders and rapid thinkers, entrepreneurs in spirit and status quo-fighters. Collaborative innovators and perseverant idealists. We need the best-in-class. In other words, we need you.

We are looking for an Customer Experience Manager for France to travel through the Customer Journey with us!

Scope of the job

The Customer Experience Manager reports to the Customer Insights & Engagement Lead and supports the Customer Engagement activities in France (Paris). 

This role will ensure the pull through & activation of global channels, capabilities and deliverables, supporting the cross-functional brand team in shaping & executing campaigns & customer journeys. Working closely with both global and local XF teams to ensure integrated OmniChannel (OC) approach, leverage centralized tools & platforms, optimize alignement and efficiency and share best practices & lessons learned.

It also means driving continuous evaluation of campaign data sources, market evaluation, to optimize and share insights across the business and ensure optimal customer experience and impact as well as generating new ideas to enhance the OC experience of our customers.

Your role

Omnichannel Customer Experience

1/ Strategy and project management

  • Participate in the OC strategy definition and implementation.
  • Set up and follow personalization, automation, action-oriented Customer Journeys
  • Implement dedicated Customer Experience methodology

2/ Measurement, tracking, monitoring and reporting

  • Define, align & implement OC metrics
  • Ensure proper tracking & optimization of OC campaigns & journeys
  • Participate in the deployment of data visualization tool

3/ Training, monitoring and optimization of the use of digital tools and projects by commercial

teams (HQ and in-field teams)

4/ Deployment of new communication systems within the French affiliate

  • Coordinate the implementation of systems (Veeva CRM, websites, emails,etc)
  • Set up KPI framework to demonstrate the impact, value and best practices of each project

Business Analytics & IT

  • Collaborate with the Business Analytics team to define the appropriate KPI framework

Job requirements

Who are you?

  • Bachelors degree in digital or related fields required
  • Min. 5 years experience in digital field
  • Having directly worked in pharma/biotech environment or from digital agency side is a big advantage
  • Demonstrated track record in (co)designing insights driven customer journeys, defining key metrics, monitor / adapt analytics 
  • High level of analytical skills / synthetic mindset
  • Experience in Customer Experience methodologies (e.g. personas, customer segmentation, journey mapping & re-egineering, pain points and opportunities, integrated customer plans, Cx Measurement framework)
  • Strong understanding of local rules and regulations (Consent, Charte de la Visite Médicale, data privacy….)
  • Knowledge and understanding of the different channels (remote engagement, preapproved and mass email, campaign tools, webinar, HCP portal etc) and how to integrate these in seamless customer journeys
  • Knowledge and use of Business Intelligence and data visualization tools
  • Expert user of Salesforce  - knowledge of Veeva CRM is an added value 
  • Experience working with digital agencies
  • Teamplayer mentality that effectively interacts with cross-functional stakeholders
  • Strong fluent communication and presentation skills in French and English

What’s in it for you?

You will be part of a fast growing and amazing company. As ‘make-it-happener’ you will get all the support you need to make your job successful. At Galapagos we aim to recruit the best people, who stand out among their peers, with integrity and excellent interpersonal and organizational skills. Our employees are the strength behind Galapagos, a highly motivated team, eager to maintain Galapagos’ leading position and achieve breakthroughs in pharmaceutical research. Galapagos offers a competitive remuneration package and a dynamic work environment.

We are Galapagos : together we can make it happen…!