Customer Engagement Manager

Join EVA Pharma, a leading pharmaceutical company dedicated to empowering the fight for Health and well-being as a fundamental human right. Recognized and certified as a best place to work, we are committed to fostering a supportive and innovative environment for our team members.

Job Summary

• We are seeking a passionate and talented Customer Engagement Manager to join our dynamic team.
• The ideal candidate will contribute to our mission of enhancing human health and well-being, ensuring that we meet the highest standards of excellence in our industry.

Key Responsibilities

• Lead and execute a global omnichannel customer engagement strategy aligned with business goals, overseeing and guiding Omnichannel Specialists across global clusters.
• Define, optimize, and continuously improve customer journeys and touchpoints across markets.
• Drive customer-centric decision-making using data, insights, and market trends.
• Align global and local engagement plans in collaboration with cross-functional teams.
• Advance digital and next-generation engagement models to enhance the customer experience.
• Track and optimize performance using KPIs (NPS, ROI, sales impact).
• Maximize ROI through effective engagement mix, prioritization, and resource allocation.
• Ensure full compliance with company policies, industry standards, and local regulations.
• Lead global insights gathering to improve content, channels, and communication effectiveness.
• Enable omnichannel capability building, coaching, and upskilling across markets.

Requirements

• Minimum of 12 years of total professional experience, with strong exposure to customer engagement, omnichannel, marketing, or commercial excellence.
• Proven experience in regional or global roles within complex, multicultural environments.
• Strong analytical capabilities with demonstrated experience in data-driven decision-making and KPI management.
• Solid understanding of digital transformation, omnichannel strategies, and customer experience models.
• Strong stakeholder management, communication, and leadership skills across cross-functional and geographically diverse teams.
• Mandatory experience in pharma, healthcare, or other highly regulated industries.
• Bachelor’s degree in business, Marketing, Life Sciences, or a related field; a master’s degree is an advantage.
• Fluency in English is required; additional languages are a plus.