Head of Global Digital Customer Experience

Job description

Titre : Head of Global Digital Customer Experience Société: Ipsen Biopharmaceuticals Inc.

A propos d'Ipsen: Ipsen est un groupe biopharmaceutique mondial de taille moyenne, spécialisé dans les médicaments transformateurs dans trois aires thérapeutiques : l'oncologie, les maladies rares et les neurosciences. Forts de près de 100 ans d'expérience en développement, avec des Hubs mondiaux aux États-Unis, en France et au Royaume-Uni, nous focalisons nos efforts là où les besoins médicaux non satisfaits sont importants, grâce à la recherche et à l'innovation. Nos équipes passionnées, présentes dans plus de 40 pays, se concentrent sur l'essentiel et s'efforcent chaque jour d'apporter des médicaments aux patients dans 88 pays. Nous construisons un environnement de travail qui met en avant un leadership centré sur l'humain et favorise une culture de collaboration, d'excellence et d'impact. Au sein d’Ipsen, chaque individu est encouragé à être soi-même, à grandir et à s’épanouir aux côtés du succès de l'entreprise. Rejoignez-nous dans notre démarche vers une croissance durable, en créant un impact réel sur les patients et la société. Pour plus d'informations, visitez notre site web à l'adresse et suivez nos dernières actualités sur LinkedIn et Instagram.

Description de l'emploi : Head of Digital Customer Experience – Shaping the Future of Engagement at Ipsen

At Ipsen, we are a mid-sized biopharmaceutical company with a bold, entrepreneurial mindset, committed to transforming healthcare. Our Strategic Business Excellence team plays a critical role in ensuring that our commercial strategies and customer engagement models evolve to meet the demands of a rapidly changing landscape. As we continue to grow, digital transformation is a core part of how we engage with healthcare professionals (HCPs), patients, and key stakeholders. That’s where you come in.

L'Opportunité

We are looking for a visionary Head of Digital Customer Experience to lead and execute our global digital engagement strategy. In this role, you will:

Define and implement omnichannel strategies to enhance the HCP and patient experience across digital touchpoints

Leverage data and technology to personalize interactions and drive measurable impact

Collaborate cross-functionally with Commercial, Medical, and Digital teams to ensure seamless, customer-centric engagement

Stay ahead of trends in AI, automation, and digital innovation to future-proof our approach

Why Join Ipsen?

Be at the forefront of digital transformation in a high-growth, global organization

Drive real impact in a company dedicated to improving outcomes for patients with difficult-to-treat conditions

Thrive in an empowering, agile culture where innovation and strategic thinking are valued

At Ipsen, our mission is clear: to make a meaningful difference in the lives of patients. If you're passionate about redefining digital engagement in pharma, let’s talk

Summary

The Head of Global Digital Customer Experience will lead the development and execution of Ipsen's omnichannel customer experience strategy across the portfolio. This role involves creating a multi-year roadmap to achieve omnichannel mastery, supporting global and local teams in delivering integrated campaigns, and cultivating a Centre of Excellence for innovative technologies. The position requires cross-functional collaboration, stakeholder engagement, and KPI monitoring to optimize customer experience programs. Additionally, the role includes overseeing operations and compliance, driving data-driven optimization, and leading a high-performing team to foster innovation and excellence.

Main Responsibilities

Omnichannel Customer Experience Strategy, Development & Execution:

Lead the development and implementation of the omnichannel customer experience vision and strategy across the Ipsen portfolio, including the design and execution of a multi-year roadmap designed to bring all Assets and key markets to omnichannel customer experience mastery

Lead team in supporting Global and Local teams in creating and executing fully integrated go-to-market campaigns and channel strategies that enhance customer experiences, differentiate, and drive business performance in-line with annual strategic objectives

Cultivate a “Centre of Excellence” (CoE) to continuously evaluate new technologies and innovative approaches, including use of Artificial Intelligence, to enhance customer engagement, brand performance and refine Ipsen’s omnichannel capabilities

Fully leverage the CoE to support the continued adoption, and evolution, of internal products and platforms that facilitate omnichannel customer experience mastery at Global and Local levels

Support team in collaborating with assets to identify, build and scale appropriate Digital Health solutions to drive “beyond the pill” solutions and further Ipsen’s value add and differentiation

Cross-Functional Collaboration, Stakeholder Engagement (including Global to Local) & KPIs:

Partner with all relevant internal teams and functions to drive collaboration with cross-functional Global and local teams, including medical, legal, and regulatory, to deliver Ipsen’s omnichannel customer experience roadmap, annually transforming brand claims into personalized campaigns tailored to customer needs

Oversee omnichannel customer experience initiatives across Assets to effectively target and deliver behavior change across all key stakeholder groups including KOLs, Thought Leaders, HCPs, patients, and care partners

Partner with key local markets, in-line with Ipsen’s Global Brand Team model, to onboard, coach, train and drive the uplift in their omnichannel customer experience capabilities

Establish and monitor KPIs to assess and optimize the effectiveness of omnichannel customer experience programs, analyzing performance data for continuous improvement within Assets and major markets

Through assessment of KPIs, campaign metrics, and overall program effectiveness across brands, make recommendations for optimization and scaling across brands, regions and markets

Operations & Compliance:

Provide oversight to team to ensure all Assets deliver seamless execution of omnichannel campaigns, ensuring compliance with regulatory and data privacy standards across all markets deployed

Partner with Marketing Excellence to manage omnichannel customer experience inclusion in annual marketing calendar (Global Brand Plans and Country Brand Plans)

Agency & Vendor Management:

Where required, manage relationships with third-party partners and agencies to ensure delivery of Ipsen’s roadmap and ultimately the successful execution of customer experience journeys

Support management of all external support (agencies, contractors, third-party partners) for building, evolving, and maintaining Ipsen’s key digital products and platforms

Data-Driven Optimization:

Collaborate with Strategic Business Excellence to build tracking platforms and gather insights on campaign performance, using data analytics to optimize Ipsen’s strategies

Drive the implementation of a continuous improvement framework and mindset across campaigns to optimize brand performance, resource utilization and allocation

Leadership & Team Development:

Lead, manage, mentor, and coach a high-performing team of digital professionals, fostering a culture of innovation, collaboration, strategic and operational excellence

Serve as a trusted advisor to cross-functional teams, bridging strategy, execution, and data to deliver impactful omnichannel customer experience

Support build of Ipsen’s annual Digital roadmap

Knowledge & Experience

• Bachelor's degree in Marketing, Business Administration, Digital Marketing, or a related field

• Advanced degree (MBA or Master’s) in a relevant discipline is preferred

• Certification in Digital Marketing or Omnichannel Strategy

• Proven training in data analytics and AI applications in marketing

• Leadership and management certifications are advantageous

• Proven track record in developing and executing omnichannel customer experience strategies in a global context

• Extensive experience in leading cross-functional teams and managing complex projects across multiple markets

• Strong understanding of digital marketing, data analytics, and emerging technologies, including AI

• Demonstrated ability to cultivate and manage a Centre of Excellence for continuous innovation and improvement

Ipsen Biopharmaceuticals, Inc. is an equal opportunity employer. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, sexual identity, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable federal, state or local law.

Ipsen Biopharmaceuticals, Inc. conducts background screening, reference checks, and drug testing as part of its pre-employment screening process.

This description is not intended to be constructed as an exhaustive list of duties, responsibilities, or requirements for the position. This position may change or assume additional duties at any time. The employee may be requested to perform different or additional duties as assigned. All Employees are expected to adhere to all company policies and act as a role model for company values.

The annual base salary range for this position is $217,000-$290,000. This job is eligible to participate in our short-term incentives program as well as our long-term incentives program.

At Ipsen we are proud to offer a comprehensive employee benefits package, including 401(k) with company contributions, group medical, dental and vision coverage, life and disability insurance, short- and long-term disability insurance, as well as flexible spending accounts. Ipsen also provides parental leave, paid time off, a discretionary winter shutdown, well-being allowance, commuter benefits, and much more.

The pay range displayed above is the range of base pay compensation within which Ipsen expects to pay for this role at the time of this posting. Individual compensation within this range depends on a variety of factors, including, but not limited to, prior education and experience, job-related knowledge and demonstrated skills

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. Ipsen is an equal opportunity employer that strictly prohibits unlawful discrimination.

Chez Ipsen, chaque employé a un impact réel. Nos équipes sont passionnées par ce qu'elles font parce qu'elles tiennent à faire la différence dans la vie des patients. Nous investissons dans nos employés pour soutenir des projets qui transforment la vie et qui ont un impact positif sur les patients et la société.

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Worksite address

cambridge, MA, 02140, US

Who can apply

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