Global Lead, Customer Experience Activation Groupe Talents Handicap

SUMMARY OF THE POSITION

Lead the global DCX activation strategy and standards that turn brand and customer insights into high-performing, compliant, and measurable omnichannel experiences for HCPs (and patients where relevant). Set the global activation blueprint, enable markets, and drive closed-loop performance improvement across regions.

MAIN RESPONSIBILITIES

Strategy & Governance

· Define journey architectures (segmentation, triggers, personalization, frequency, and guardrails) aligned to brand objectives and customer needs.

· Own the global content and channel activation strategy and roadmap (email/marketing automation, web/SEO, CRM/CLM, paid media and search, social, congress/event,, and emerging channels).

· Establish global playbooks, templates, and taxonomies to drive consistency, reuse, and speed-to-market across regions.

Omnichannel Activation & Optimization

· Orchestrate cross-functional planning with Brands, Medical, Market Access, Insights, Patient Experience, and Congress teams to ensure cohesive activation across markets.

· Embed closed‑loop marketing: end‑to‑end instrumentation, tagging standards, A/B & multivariate testing, rapid optimization cycles.

· Translate customer‑experience standards into flawless execution with Asset Teams and local markets.

Platforms & Analytics

· Codify best-practice use of the channel capability roadmap (e.g., ACE, CRM, DAM, analytics) and partner with SBE peers to prioritize enhancements.

· Define the global KPI framework (reach, quality, engagement, conversion, HCP satisfaction, reuse rate, time-to-market, MLR cycle-time).

· Partner with Analytics/Insights to create dashboards and run test-and-learn programs; socialize outcomes and best practices.

Cross‑Regional Orchestration

· Partner with regions/markets to localize journeys, ensure MLR/PRC readiness, and accelerate time-to-value.

· Convene cross-functional planning for launches and congress moments to ensure cohesive activation.

People & Influence

· Lead and coach a high-performing, matrixed team; influence without authority across therapeutic areas and markets.

Foster a positive, can-do, performance culture focused on customer value.

KNOWLEDGE AND EXPERIENCE

Knowledge & Experience (essential):

• 10-14+ years in pharma/biotech digital marketing; 5+ years leading regional or global omnichannel activation in a matrixed environment.

• Deep experience with MLR/PRC, medical/regulatory and insights translation, and compliant data/privacy practices.

• Fluent with AI content creation, modular authoring, DAM/CMS, CRM/CLM (e.g., Veeva), marketing automation, and analytics/BI.

• Proven KPI ownership (attribution approaches, experimentation design, dashboard literacy).

Knowledge & Experience (preferred):

• Brand launch and congress activation, performance marketing, content operations, and generative‑AI for ideation/variation.

Education / Certifications (essential):

• Bachelor's degree (Marketing, Digital, Analytics, Life Sciences or related).

Education / Certifications (preferred):

• Advanced degree (MBA, Analytics, or Life Sciences).

Language(s) (essential):

• English.

Language(s) (preferred):

Spanish and/or French

#LI-Hybrid