Customer Engagement Manager

Responsibilities

• Lead and execute a global omnichannel customer engagement strategy aligned with business goals
• Oversee and guide 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 such as NPS, ROI, and 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 in customer engagement, omnichannel, marketing, or commercial excellence
• Proven experience in regional or global roles within complex, multicultural environments
• Strong analytical capabilities with 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
• Mandatory experience in pharma, healthcare, or other highly regulated industries
• Bachelor’s degree in business, Marketing, Life Sciences, or a related field
• Fluency in English is required

About the Company

EVA Pharma is a leading pharmaceutical company dedicated to empowering the fight for Health and well-being as a fundamental human right.