Customer Experience Manager, Italy

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), Italy (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 enthusiastic Customer Experience Manager for Italy! Based in Milan city.


Scope of the job

The Customer Experience Manager reports to the Customer Insights & Engagement Lead and supports the Customer Engagement activities.

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 alignment and efficiency and share best practices & lessons learned.

In this role you will be tasked with supporting sales managers by designing and implementing sales force effectiveness results, including sales performance measurement, segmentation and targeting, account planning, incentive calculation, the management of the CRM system and the creation of insights through market analysis.


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 tools

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 Italian 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
  • Manage Field Force productivity by targeting & segmentation, territory design/ alignment, Field Force capacity planning, , call plan design and monitoring.
  • Implement and evolve SFE systems such as Veeva CRM & services and performance reports
  • Develop and drive governance for the usage of Veeva CRM in alignment with other commercial processes
  • Analyse monthly/ quarterly sales, customers data, segmentation and channels activity data

Sales Force Effectiveness

Collaborate closely with marketing, commercial, OM and analytics colleagues in HQ and countries to ensure alignment, consistency & efficiency

Job requirements

Who are you?

  • Bachelors degree in digital or related fields required
  • A minimum of 5 years experience in digital field/pharma companies
  • 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
  • Experience in Customer Experience methodologies (e.g. personas, customer segmentation, journey mapping & re-engineering, pain points and opportunities, integrated customer plans, Cx Measurement framework)
  • Demonstrated track record with SFE matters such as, but not limited to, CRM, SF sizing, territory alignment, targeting & segmentation and incentive management
  • Strong understanding of local rules and regulations (Consent, 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
  • Experience working with digital agencies
  • Strong fluent communication and presentation skills in Italian 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…!