Customer Engagement Manager – Vaccines

About the role

The Customer Engagement Manager will lead the design and execution of customer‑centric strategies for vaccine products in the assigned geography. The role focuses on understanding customer needs, building detailed personas, and creating engaging journeys that drive satisfaction and loyalty.

Key responsibilities

• Develop and implement a comprehensive customer engagement strategy aligned with business objectives.
• Craft detailed customer personas using robust data and insights.
• Map end‑to‑end customer journeys for each persona, identifying key touchpoints and value‑adding opportunities.
• Design and execute a strategic engagement plan with tailored activities, channels, and messaging.
• Assess and select go‑to‑market channels, creating channel‑specific call plans.
• Articulate a “glocal” approach that adapts global brand initiatives to local market nuances and regulatory requirements.
• Lead cross‑functional teams to ensure consistent, personalized communication across all channels.
• Analyze touchpoint data to continuously refine the customer experience.

Required profile

• Proven experience in customer engagement, marketing strategy, or related fields.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication and stakeholder‑management skills.
• Familiarity with the pharmaceutical or vaccine sector is a plus.

Required skills