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.

As Menarini Sağlık ve İlaç San. ve Tic. A.Ş. (“Menarini Turkey”), we process your personal data in accordance with the Law on the Protection of Personal Data No. 6698 (“KVKK”) and the applicable legislation. Your personal data are processed for the purpose of conducting recruitment procedures. For detailed information regarding the processing of your personal data, you may review the “Information Notice on the Processing of Personal Data of Job Applicants” available at https://www.menarini.com.tr.