Sr Manager, Rare Disease Customer Engagement Excellence

For our CHAT cluster, located in our Vienna or Baar office, we are recruiting for a

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

About the job:

For Biogen`s CHAT cluster the incumbent will drive excellence in customer operations with a focus on Rare Disease and acts as an enabler for customer-facing teams. In close collaboration with brand teams and field team leaders the incumbent will drive excellence in execution and support capability development at team- and individual level.

What you will do:

• Identify and select opportunities to advance our customer engagement model in rare disease, with the aim of maximizing business opportunities for each asset, ensuring optimal competitiveness

• Maintain and evolve a coherent business excellent framework:

  • Implement and lead cross-functional strategic account planning for centers of excellence

  • Drive cross-functionally aligned approach towards optimizing patient journey

  • Ensure relevant and appropriate customer engagement data, stakeholder landscape information, referral network and patient funnel data

• Identify opportunities to advance rare disease capabilities at team and individual level and design and lead corresponding programs and initiatives in close partnership with field team leaders to success.

• Assess quality of customer engagement, identify opportunities for continuous enhancement and lead efforts to put effective enhancements in place.

  • Liais with and guide field team leaders to design and implement targeted field team training programs.

  • Liais with and guid brand teams to further customize and tailor content and engagement strategies.

• Provide expertise and significantly contribute to cross-functional brand teams and co-owns the design and deployment of major omnichannel initiatives from an operations point of view. Drive customization and tailoring of engagement approaches through micro-segmentation/targeting.

• Drive the adoption of digitization automation and use of AI in the domain of customer engagement.

• Design and implement meaningful measures of success in close partnership with field team leaders.

• Partner with international CE&O, CMI, IT, Business Excellence and Launch Excellence roles on the advancement of Biogen`s data infrastructure, CRM utilization and insights generation.

Who you are:

This role requires an innovative and independent character skilled in all aspects of state of the art customer engagement, with strong cross-functional collaboration abilities. With your enthusiasm for advancing capabilities and your ambition to stay ahead of industry trends, you contribute to optimize our strategies and operations and are used to influence decision makers across all levels of the organization backed up by your strong analytical anda data related capabilities.

Requirements:

• Bachelor`s degree in a business or life-science discipline

• 5 to 8 years of experience in the biopharmaceutical industry in a customer facing role, preferably in the customer excellence domain.

• Proven track record of achieving superior results in a matrix organization.  

• Innovative, data-oriented mind-set

• Excellent project management skills.

• Fluent German and excellent English skills.

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.