Global Customer Innovation Manager (CDI)

About the role

Pierre Fabre Laboratories, a global leader in pharmaceutical expertise and dermo-cosmetics, is looking for a Global Customer Innovation Manager to join its Global Customer Excellence team. The role plays a key part in advancing the omnichannel engagement strategy across franchises and markets, bridging franchise, medical and affiliate operational teams so that omnichannel best practices and innovative customer engagement solutions are implemented effectively. It is a highly collaborative, cross-functional position reporting to the Global Customer Excellence Lead.

Key responsibilities

• Develop playbooks, toolkits and learning sessions to upskill affiliates and internal teams on customer engagement excellence.
• Deploy omnichannel best practices with global franchises and medical teams, including HCP journey design workshops, KPI frameworks and campaign performance tracking.
• Act as a bridge between global and local teams so that affiliate needs and market dynamics shape the global CRM and omnichannel strategy.
• Drive alignment on CRM capabilities, features and enhancements that support an integrated HCP experience and data-driven engagement.
• Lead innovation projects such as universal HCP identification systems, new push channels (email, WhatsApp, in-app notifications) and personalized content delivery.
• Define and monitor omnichannel KPIs and recommend improvements based on insights and analytics.

Required profile

• Master's degree in Business, Marketing, Digital or a related field.
• 5+ years of experience in customer engagement, innovation or omnichannel strategy, ideally in the pharmaceutical or healthcare industry.
• Proven experience leading complex, cross-market projects in a global organization.
• Fluent English; additional languages are an asset.
• Hybrid work, 20 to 30% travel.

Required skills

• Strong understanding of HCP engagement models, digital ecosystems and CRM tools (e.g. Salesforce, Veeva).
• Excellent communication and stakeholder management skills.
• Strategic mindset with hands-on execution ability.