Customer Experience Manager, South Germany

Location(s): Munich, Stuttgart, Nuremburg (Germany)

Level of position: Senior Manager 

Position type: 60% field-based, 40% (home-)office based

Reporting Line: Marketing Lead Germany

How will your role help us transform hope into reality?

We are looking for a highly motivated and visionary personality who is interested in shaping the treatment of people suffering from a serious rare disease. As a Customer Experience Manager for Systemic Mastocytosis, you will be primarily responsible for creating general awareness of the disease and communicating the disease and early identification information to the wider referral network. Reporting to the Marketing Lead Germany, this function is strategically focused on realizing the goals related to systemic mastocytosis and contributing to the future overall success of Blueprint Medicines a Sanofi Company.

What will you do?

• Mapping and developing the referral pathway and network of HCPs across different specialties, i.e., identifying key stakeholders along the pathway (hemato-oncologists, dermato-oncologists, dermatologists/allergists, osteologists, etc.) - Creating an understanding of their role in regional interaction
• You will establish contacts with oncology/haematology stakeholders as well as oncology and physician networks and organisations and contribute to networking with other relevant stakeholders
• You plan and carry out projects and events independently in close cooperation with the KAM and MSL team (in your region).
• You will determine the national and regional care structure and situation of patients with systemic mastocytosis and identify the potentially involved actors in care.
• You will create the platform for the implementation of national care projects by networking the relevant actors in patient care with each other and installing the establishment of national working groups.
• You will maintain networks to optimize patient care at regional and national level.
• You will work effectively within the Blueprint Medicines product team, promote strategic collaborations and always ensure open communication and a constant exchange of experiences and ideas.
• Collaborate with HCPs and a wider range of stakeholders who play a critical role in the course of treatment to communicate effective care for patients with mastocytosis and create general awareness of the disease (including prevalence, severity and stages/disease progression and treatment options) - Use of innovative value story techniques and omnichannel tools adapted to the respective stakeholders
• Communicate a convincing presentation of the necessary steps for early identification, diagnosis and benefits of early treatment initiation (including available infrastructures and programmes, etc.) to healthcare professionals and a wider range of stakeholders to ensure that they are convinced of the importance of early detection by understanding the patient's diagnostic pathway and refer patients if necessary
• Removing all operational barriers in the referral and patient journey in collaboration with healthcare professionals and a wider range of stakeholders (e.g., MFAs where applicable) to ensure a seamless patient experience from diagnosis to treatment.
• Ability to excellently coordinate and collaborate in cross-functional teams (KAM and MSL) in an agile environment with self-organized teams around key accounts to ensure effective implementation, proactively respond to customer needs, identify market dynamics and trends, and develop strategies that support strategic goals
• Adapt and orchestrate the omnichannel approach (e.g. F2F, digital communication channels) to the different customer segments based on the local go-to-market model to ensure intensive and personalized interaction with key stakeholders
• Sharing the knowledge gained in the field within the cross-functional team
• Independent and responsible management of the available project budget
• The work requires an in-field presence of at least 60%

What minimum qualifications do we require?

• Desired experience in the field of Specialty Care/ Rare Disease/Oncology
• Experience as a Customer Network/Experience Manager preferred
• Several years of experience in the distribution of pharmaceuticals, biotechnology  
• Experience in the referrer business, work in and with networks or as a key account manager
• Expertise in disease education
• Pharmaceutical sales representative training after 75 AMG or scientific studies
• Excellent interpersonal and communication skills with the ability to effectively engage internal and external stakeholders and build and maintain strong working relationships
• Solution-oriented mindset that enables effective and creative problem solving, with customer needs at the center
• Ability to dynamically adjust priorities to changing circumstances
• Possession of an agile learner who feels comfortable in complex environments to be able to convince, shape and guide colleagues; to be able to articulate and explain the strategy simply and clearly; to be able to create an environment for the development of the "Play to Win" culture
• Being a team player: Collaborative thinking with collective dynamics in mind, striving for collective success rather than individual success
• Autonomous approach to new customer acquisition and ability to rebuild resilient customer relationships
• Use of synergies and strengths from the internal network as well as cross-functional working methods
• Confident approach even outside the comfort zone paired with the will and attempt to push boundaries 

What additional qualifications will make you a stronger candidate?

• Proven track record in various sales roles in the field
• Proven customer management skills
• Existing customer network in the field of oncology/dermatology preferred
• In-depth understanding of the operational aspects of treatment pathways
• Ability to use an omnichannel approach when collaborating with external experts to orchestrate deep and personalized collaboration based on their maturity level and preferences
• Affinity for new technologies e.g. AI, IVA
• Strong commercial business acumen, strategic and innovative thinking
• Digital and analytical capabilities to analyze, transform data and feedback into insights
• Adhering to compliance, achieving and maintaining all applicable regulatory, legal and operational rules and procedures
• Strong communication skills in German & English, both written and oral
• Commitment to our Core Values: Patients First, Thoughtfulness, Urgency, Trust, Optimism

Why Blueprint? 

At Blueprint Medicines, we achieve impactful results because of our global crew of compassionate innovators – the Blue Crew. Through authentic relationships and our collective entrepreneurial spirit and action, we are each empowered to take ownership and execute with strategic prioritization. We put trust in our people to break through norms and conventions using their individual strengths and insights, which drives our success.

This is the place where the extraordinary becomes reality, and you could be part of it.

Patients are waiting. Are you ready to make the leap?

Blueprint Medicines, a Sanofi company, is a global biopharmaceutical company that seeks to improve and extend patients' lives by solving important medical problems, with a focus on allergy/inflammation and oncology/hematology. Our approach begins by targeting the root causes of disease, using deep scientific knowledge in our core focus areas and drug discovery expertise across multiple therapeutic modalities. We have a track record of success,leveraging our established research, development, and commercial capability and infrastructure, we aim to significantly scale our impact by advancing a broad pipeline of programs ranging from early science to advanced clinical trials in mast cell diseases and solid tumors. For more information, visit www.BlueprintMedicines.com and follow us on X (formerly Twitter; @BlueprintMeds) and LinkedIn.

*Blueflex is our operating model which optimizes culture, productivity, & flexibility by maximizing the critical strengths of in-person work with the benefits of added flexibility.  Blueflex allows for mix of in-office and remote work, enables flexibility to meet individual and business needs and makes effective use of our facilities and resources.  It is a culture enhancer.