Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world, the 2nd largest private French pharmaceutical group and the market leader in France for products sold over the counter in pharmacies.
Its portfolio includes several medical franchises and international brands including Pierre Fabre Oncologie, Pierre Fabre Dermatologie, Eau Thermale Avène, Klorane, Ducray, René Furterer, A-Derma, Naturactive, Pierre Fabre Oral Care.
Established in the Occitanie region since its creation, and manufacturing over 95% of its products in France, the Group employs some 10,000 people worldwide. Its products are distributed in about 130 countries. 86% of the Pierre Fabre Group is held by the Pierre Fabre Foundation, a government-recognized public-interest foundation, while a smaller share is owned by its employees via an employee stock ownership plan.
In 2019, Ecocert Environment assessed the Group’s corporate social and environmental responsibility approach in accordance with the ISO 26000 sustainable development standard and awarded it the “Excellence” level.
Pierre Fabre is recognized as one of the "World's Best Employers 2021" by Forbes. Our group is ranked in the Top 3 in the cosmetics industry and in the Top 10 in the pharmaceutical industry worldwide.
About the Role
We are looking for a Global Customer Innovation Manager to join our Global Customer Excellence team and play a key role in advancing our omnichannel engagement strategy across franchises and markets. This position is instrumental in bridging franchise, medical, and affiliates operational teams to ensure the effective implementation of omnichannel best practices and innovative customer engagement solutions.
You will lead the design and rollout of initiatives that enhance our understanding and engagement of Healthcare Professionals (HCPs), ensuring global alignment while adapting to local needs. This is a highly collaborative, cross-functional role requiring both strategic thinking and hands-on project execution.
Key Responsibilities
- Best Practice Sharing & Enablement:
Develop playbooks, toolkits, and learning sessions to upskill affiliates and internal teams on customer engagement excellence. - Omnichannel Strategy Implementation:
Work closely with global franchises, medical teams, and affiliate operational leads deploying omnichannel best practices, including HCP journey design workshops, KPI frameworks, and campaign performance tracking. - Cross-Functional Collaboration:
Serve as a bridge between global and local teams to ensure that affiliate needs and market dynamics are reflected in the global CRM and omnichannel strategy. - Customer Relationship Management (CRM):
Drive alignment on CRM capabilities, features, and enhancements that support an integrated HCP experience and efficient data-driven engagement. - Innovation Leadership:
Lead strategic innovation projects to strengthen customer experience — such as universal HCP identification systems, implementation of new push channels (e.g., email, WhatsApp, in-app notifications), and personalized content delivery. - Measurement & Continuous Improvement:
Define and monitor key omnichannel KPIs and recommend improvements based on insights and analytics.
Location: Hybrid / 20 to 30 % travelling
Department: Global Customer Excellence
Reports to: Global Customer Excellence Lead
Profile & Qualifications
- Master’s degree in Business, Marketing, Digital, or a related field.
- 5+ years of experience in customer engagement, innovation, or omnichannel strategy — ideally in the pharmaceutical or healthcare industry.
- Strong understanding of HCP engagement models, digital ecosystems, and CRM tools (e.g., Salesforce, Veeva).
- Proven experience leading complex, cross-market projects in a global organization.
- Excellent communication and stakeholder management skills.
- Strategic mindset with hands-on execution ability.
- Fluent in English (additional languages are an asset).
Why Join Us
- Opportunity to lead impactful projects that directly improve the customer experience and advance healthcare engagement globally.
- Be part of a forward-thinking global team shaping the future of HCP engagement.
- Work in an environment that values innovation, collaboration, and continuous learning.
We are convinced that diversity is a source of fulfillment, social balance and complementarity for our employees, which is why our offers are open to all, without restriction.
Skills Required
- Master's degree in Business, Marketing, Digital, or a related field.
- 5+ years of experience in customer engagement, innovation, or omnichannel strategy.
- Strong understanding of HCP engagement models and digital ecosystems.
- Proven experience leading complex, cross-market projects in a global organization.
- Excellent communication and stakeholder management skills.
- Fluent in English.
What We Do
Pierre Fabre Group held by the Pierre Fabre Foundation, is a worldwide company with a unique positioning : the alliance of pharmaceutical and dermocosmetics expertise. This makes Pierre Fabre Group : A pharmaceutical group with a strong positioning : medical and natural The second largest dermo-cosmetics laboratory in the world The second largest private French pharmaceutical group The market leader in France for products sold over the counter in pharmacies. Our portfolio includes several medical franchises and international brands including ; Pharmaceutical Care Pierre Fabre Oncologie Pierre Fabre Dermatologie Naturactive Eau Thermale Avène Klorane Ducray René Furterer A-Derma Pierre Fabre Oral Care Glytone (US) Darrow (Brasil) Established in the Occitanie region since its creation, we manufacture over 95% of our products in France. We keep innovating passionately with our teams in 2 innovation centers in Brasil and Japan as well as in 6 R&D centers in France. Thanks to our 9,600 employees in 44 subsidiaries and our distribution activities in 120 countries, our group generated €2.7 billion in revenues in 2022, 69% of which is from international business. Pierre Fabre Group has a unique company structure. 86% of the Pierre Fabre Group is held by the Pierre Fabre Foundation, a government-recognized public-interest foundation, while a smaller share is owned by its employees via an employee stock ownership plan. In 2020, the independent organization ECOCERT Environment awarded Pierre Fabre's CSR policy at "excellence" level : - Excellence being the highest maturity level of the ECOCERT 26000 standard
