FIND_THE_RIGHTJOB.
Jeddah, Saudi Arabia
Position Overview
The Customer Experience Manager is a commercial position responsible for driving growth within the assigned area and delivering on KPIs. This role focuses on understanding customer needs, optimizing customer journeys, and executing tactics that deliver exceptional experiences while following the assigned coverage plan. The position demands excellence in execution to ensure compelling growth, combining strategic vision with meticulous implementation to drive customer satisfaction and business success.
Main Responsibilities
Develop and execute commercial strategies to drive compelling growth in the assigned area
Deliver on assigned KPIs with high standards of excellence and accountability
Follow and optimize the assigned coverage plan to maximize market impact and customer reach
Track performance metrics with high exigence, continuously striving for improvement and setting ambitious benchmarks
Develop and execute the Integrated Growth Plan (IGP) with a focus on customer experience excellence
Determine growth potential through data-driven analysis of customer segments and prioritize initiatives accordingly
Define and implement core brand/disease initiatives that resonate with target audiences
Drive excellence in tactics execution, ensuring meticulous attention to detail and consistently high-quality deliverables
Create comprehensive omnichannel campaign journeys that deliver seamless customer experiences
Develop digital content strategies and optimize channel mix to maximize customer engagement
Define and implement modular content and disease solutions tailored to specific customer personas
Manage budget planning and control (Strategic Plan, A&P) to ensure efficient resource allocation
Make data-driven decisions while maintaining customer focus and commercial priorities
Consult on Go-to-Market models that prioritize customer-centricity and drive business growth
Identify opportunities for user journey improvements and process optimization based on customer feedback
Lead cross-functional collaboration to ensure consistent customer experiences across all touchpoints
Build trust and foster open communication with internal stakeholders
Partner with Sales, Medical Affairs, and Marketing teams to ensure integrated commercial approaches
Required Qualifications and Experience
Bachelor's degree in pharmaceutical science, or related field; MBA preferred
2+ years of experience in customer experience management or commercial roles, preferably in pharmaceutical or healthcare industries
Demonstrated success in developing and implementing customer-centric strategies that drive business growth
Experience in setting high standards and delivering measurable improvements in commercial KPIs
Strong understanding of digital marketing platforms and emerging technologies that enhance customer engagement
Proven ability to collaborate across functions and lead cross-functional teams toward shared commercial goals
Experience in analyzing customer data and translating insights into actionable commercial strategies
Track record of taking thoughtful risks to develop creative solutions that address customer needs and drive growth
Cross-Functional Collaboration
Works closely with Medical Affairs, Brand Teams, Sales, Digital, Public Affairs, Marketing, Transformation Office, and Finance to ensure integrated customer experiences that drive business growth while delivering meaningful value to customers and patients.
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