Customer Engagement & Business Insight Process Leader

We are looking for a “Business Insight and Customer Engagement Process Leader” for our Business Operations team in Istanbul.

Job Description

Business Insights

• Lead the generation, analysis, and interpretation of data from multiple sources (sales, market research, CRM, competitive intelligence, digital engagement metrics) to support strategic and operational decision-making.
• Deliver timely, relevant, and actionable insights to senior management, brand teams, and field force leadership.
• Partner with marketing and sales leaders to define KPIs, measure performance, and recommend adjustments to tactics or strategy.
• Manage and optimize market research activities (qualitative and quantitative) to deepen understanding of customer needs, behaviors, and preferences.
• Develop predictive and trend analyses to anticipate market changes and identify growth opportunities.

Customer Engagement Process Management

• Design, implement, and continuously improve the omnichannel customer engagement model in alignment with company strategy and compliance requirements.
• Ensure processes enable a seamless, personalized, and compliant customer experience across channels (face-to-face, remote, digital, events, congresses).
• Drive the implementation of the new CRM system in close alignment with regional and country strategic priorities.
• Drive adoption and effective use of CRM and engagement tools by the field force and medical teams. Monitor engagement quality and effectiveness, recommending process refinements and capability-building initiatives.

Cross-Functional Collaboration

• Collaborate with Sales Force Effectiveness, Digital, Medical Affairs, Marketing, and IT to ensure integrated insight generation and engagement strategies.
• Serve as the point of contact for global/regional BI & engagement process initiatives, adapting global frameworks to local market needs.
• Support launch excellence and lifecycle management by embedding customer insight into planning.

Qualifications

• University degree in Business, Economics, Engineering, or related fields.
• Minimum 5 years of experience in business insights, analytics, market research, or customer engagement processes.
• Experience in the pharmaceutical or healthcare sector is a strong advantage.
• Strong analytical, problem-solving, and project management skills.
• Hands-on experience with CRM systems and omnichannel engagement tools.
• Excellent command of English.