Medical Customer Experience Manager

Job Description

Position: Medical Customer Experience Manager

Location: India (preferably Mumbai)

Duration: Fulltime

Positions: 3

Key Responsibilities

Digital Medical Engagement Strategy:

Support the build and execution of digital medical engagement strategies for assigned medical assets, ensuring they align with the Medical Strategic Scientific Objectives and LOC insights.
Collaborate with strategic leaders to translate global and regional medical priorities into actionable plans that address unmet medical needs. Focus on operational delivery, quality, and progress tracking to ensure successful implementation.

Execution of Engagements and Media Plans:

Execute agreed digital medical engagements and media plans in a timely and compliant manner.
Ensure flawless execution of content and user journeys across the broader digital channel mix.
Partner with the assigned Scrum Team and Medical Reviewers to develop and approve content using tools such as Content lab and MedComms.

Optimization of Digital Engagement Framework:

Continuously test, analyze, and optimize the digital engagement framework to improve effectiveness, customer experience and impact.
Conduct performance analysis of digital engagements, share insights, and recommend actions for optimization with global, regional and local teams.
Work with D&A lead and scrum master to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including new functionalities & channels.

Collaboration and Stakeholder Management:

Work closely with cross-functional teams, including the Medical Digital CX Lead, Medical Affairs Managers, Scrum Teams, and LOC stakeholders, to ensure seamless execution of digital engagements.
Manage relationships with digital vendors and media agencies to ensure compliance and timely delivery of campaigns. Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks.

Customer-Centric Approach:

Develop and implement customer-centric digital frameworks to enhance engagement with EEs.
Leverage LOC insights to ensure relevance and impact of digital medical engagements.

Required Skills and Experience

Proven experience in building and executing digital engagement strategies.
Hands-on experience with content development and approval processes (e.g., Content lab, MedComms).
Proficiency in analyzing data and deriving actionable insights to optimize digital strategy & tactics.
Demonstrate exceptional communication and influencing skills to drive adoption of new approaches. Apply change management principles to engage stakeholders, build consensus, and negotiate effectively in a dynamic environment where innovation and experimentation are key.
High accountability & track record of successfully delivering critical complex projects. Strong project planning and execution capabilities.

Mindset and Capabilities

Agile and entrepreneurial mindset with a focus on innovation and problem-solving.
Customer-focused approach with a strong understanding of digital industry trends.
High accountability and a track record of successfully delivering complex projects.

Preferred Qualifications:

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

Understanding of Medical Engagement framework in Pharma
Experience working with medical assets in HIV/AIDs therapy area
Experience in medical digital engagement across pipeline, launch, growth, and mature assets.
Familiarity with digital platforms and tools for medical engagement.

Knowledge of compliance and governance processes in medical communications