Customer Engagement Manager, Vaccines MYSG
On-sitePetaling Jaya, Selangor, Malaysia
Job Summary
Lead country-level customer engagement strategy by developing omnichannel blueprints, call plans, and actionable engagement journeys that prioritize direct, meaningful interactions with healthcare professionals. Drive go-to-market execution through data-informed insights, leveraging AI and digital tools to optimize response rates and foster a "Customer First" culture. Collaborate closely with MCO Brand Leads and cross-functional teams to align strategies with global objectives while championing Agile methodologies and digital transformation initiatives. Ensure all activities comply with local pharmaceutical regulations and ethical standards to deliver consistent, personalized experiences across multiple platforms.
Required Qualifications
- Bachelor's degree in Marketing, Business Administration, or any related field
- 3-5 years of experience
- Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry's regulatory environment, market dynamics and customer engagement
- Customer knowledge: Understanding HCPs preferred experiences
- Deep knowledge of key clients & the end-to-end customer journey
- Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking
- Out of the box thinker, always searching for new opportunities
- Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies
- Fluent in the primary language(s) of the country or countries of operation, with strong communication skills
- Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty
- Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector
- Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics
- Effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment
- Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry
- Ability to leverage insights and data to develop and execute effective customer engagement strategies
- Demonstrated ability to lead by example, fostering a 'Customer First' / Customer centric culture within the team and across the organization
- A deep commitment to understanding and prioritizing the customer's needs and preferences
- Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential
- Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers
- Strong collaborative skills to work effectively with MCO Brand Leads and cross-functional teams, ensuring alignmenet between customer engagement and brand strategies
- Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication
- Ability and mindset to adapt to new ways of working such as Agile
- Leveraging Agile methodologies for cross-team project and initiatives
Desired Qualifications
- Experience managing projects using Agile methodologies is a plus
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