Sr Manager, Rare Disease Customer Engagement Excellence (f/m/d)

Biogen Idec

Biotechnology

6349 Baar, Zug - Schweiz

Senior Specialist / Project Manager

Experteer Overview

Join Biogen’s CHAT cluster in Vienna or Baar to drive excellence in rare disease customer operations. You will enable cross-functional teams, shape engagement strategies, and advance capability development across field and brand teams. You’ll lead cross-functional planning, optimize patient journeys, and push data-driven improvements and digitalization in customer engagement. This is a chance to influence omnichannel programs and bring innovative, measurable impact to rare disease programs.

Responsibilites

Identify opportunities to advance the customer engagement model for rare disease and maximize asset opportunities
Maintain and evolve a coherent business excellence framework
Lead cross-functional strategic account planning for centers of excellence
Drive a cross-functional approach to optimizing patient journeys
Ensure access to relevant customer engagement data and referral networks
Design and lead programs to develop team and individual capabilities
Assess and improve quality of customer engagement and implement enhancements
Guide field team leaders in targeted training programs
Collaborate with brand teams to tailor content and engagement strategies
Contribute to major omnichannel initiatives from an operations perspective
Promote digitization, automation and use of AI in customer engagement
Define meaningful success measures with field team leaders
Partner with CE&O, CMI, IT, and Launch Excellence to advance data infrastructure, CRM usage and insights

Key requirements

Bachelor degree in business or life-science discipline
5 to 8 years of experience in the biopharmaceutical industry in a customer facing role (preferably in customer excellence)
Proven track record in a matrix organization
Innovative, data-oriented mindset
Excellent project management skills
Fluent German and excellent English

cross-functional collaboration analytical mindset independence data-driven decision making CRM utilization omnichannel design

Description

Join Biogen’s CHAT cluster in Vienna or Baar to drive excellence in rare disease customer operations. You will enable cross-functional teams…

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