Global Lead, Customer Experience Activation

Title:

Global Lead, Customer Experience Activation

Company:

Ipsen Biopharm Ltd

 

About Ipsen:

Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation.

 Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society!

For more information, visit us at https://www.ipsen.com/ and follow our latest news on LinkedIn and Instagram.

Job Description:

SUMMARY OF THE POSITION

Lead the global DCX activation strategy and standards that turn brand and customer insights into high-performing, compliant, and measurable omnichannel experiences for HCPs (and patients where relevant). Set the global activation blueprint, enable markets, and drive closed-loop performance improvement across regions.

MAIN RESPONSIBILITIES

Strategy & Governance

·       Define journey architectures (segmentation, triggers, personalization, frequency, and guardrails) aligned to brand objectives and customer needs.

·       Own the global content and channel activation strategy and roadmap (email/marketing automation, web/SEO, CRM/CLM, paid media and search, social, congress/event,, and emerging channels).

·       Establish global playbooks, templates, and taxonomies to drive consistency, reuse, and speed-to-market across regions.

Omnichannel Activation & Optimization

·       Orchestrate cross-functional planning with Brands, Medical, Market Access, Insights, Patient Experience, and Congress teams to ensure cohesive activation across markets.

·       Embed closed‑loop marketing: end‑to‑end instrumentation, tagging standards, A/B & multivariate testing, rapid optimization cycles.

·       Translate customer‑experience standards into flawless execution with Asset Teams and local markets.

Platforms & Analytics

·       Codify best-practice use of the channel capability roadmap (e.g., ACE, CRM, DAM, analytics) and partner with SBE peers to prioritize enhancements.

·       Define the global KPI framework (reach, quality, engagement, conversion, HCP satisfaction, reuse rate, time-to-market, MLR cycle-time).

·       Partner with Analytics/Insights to create dashboards and run test-and-learn programs; socialize outcomes and best practices.

Cross‑Regional Orchestration

·       Partner with regions/markets to localize journeys, ensure MLR/PRC readiness, and accelerate time-to-value.

·       Convene cross-functional planning for launches and congress moments to ensure cohesive activation.

People & Influence

·       Lead and coach a high-performing, matrixed team; influence without authority across therapeutic areas and markets.

Foster a positive, can-do, performance culture focused on customer value.

KNOWLEDGE AND EXPERIENCE

Knowledge & Experience (essential):

• 10-14+ years in pharma/biotech digital marketing; 5+ years leading regional or global omnichannel activation in a matrixed environment.

• Deep experience with MLR/PRC, medical/regulatory and insights translation, and compliant data/privacy practices.

• Fluent with AI content creation, modular authoring, DAM/CMS, CRM/CLM (e.g., Veeva), marketing automation, and analytics/BI.

• Proven KPI ownership (attribution approaches, experimentation design, dashboard literacy).

 Knowledge & Experience (preferred):

•  Brand launch and congress activation, performance marketing, content operations, and generative‑AI for ideation/variation.

Education / Certifications (essential):

•  Bachelor’s degree (Marketing, Digital, Analytics, Life Sciences or related).

Education / Certifications (preferred):

•  Advanced degree (MBA, Analytics, or Life Sciences).

Language(s) (essential):

•  English.

Language(s) (preferred):

Spanish and/or French

#LI-Hybrid

We are committed to creating a workplace where everyone feels heard, valued, and supported; where we embrace “The Real Us”. The value we place on different perspectives and experiences drives our commitment to inclusion and equal opportunities. When we include diverse ways of thinking, we make more thoughtful decisions and discover more innovative solutions. Together we strive to better understand the communities we serve. This means we also want to help you perform at your best when applying for a role with us. If you require any adjustments or support during the application process, please let the recruitment team know. This information will be handled with care and will not affect the outcome of your application.