Global Digital Customer Experience Activation Senior Manager

Title:

Global Digital Customer Experience Activation Senior Manager

Company:

Ipsen Biopharmaceuticals Inc.

 

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

​To own the Global & US Digital Customer Experience activation plan and deployment for assigned brands/indications, adapting global blueprints to US needs, ensuring compliant, measurable omnichannel experiences for HCPs (and patients where relevant), and feeding US learnings back to global standards to raise performance across regions.

MAIN RESPONSIBILITIES

Strategy & Governance

• Co‑own the Global & US Digital Customer Experience activation strategy & roadmap aligned to global standards and US market dynamics.

• Define Global & US journey architectures (segmentation, triggers, personalization, frequency, contact governance) across personal and non‑personal channels.

• Localize global playbooks, templates, taxonomies; embed US MLR/PRC, privacy/consent and data requirements up‑front

Omnichannel Activation & Optimization

• Orchestrate cross‑functional planning with Global & US Brands, Medical, Market Access, Insights, Field Ops and Congress to ensure cohesive activation.

• 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 Digital Enablers and BOS partners.

Platforms & Analytics

• Champion use of AI Content Intelligence System, authoring/modular content, CMS, CLM (e.g., Veeva),; train Field users.

• Ensure data integrity & instrumentation (taxonomy, tagging, UTMs, CLM IDs); maintain actionable dashboards and lead performance huddles with Analytics.

• Define and own US KPI frameworks (reach, quality, engagement, conversion, HCP satisfaction, cost‑to‑serve, reuse rate, time‑to‑market, MLR cycle‑time); codify learnings into next‑best‑action guidance.

Cross‑Regional Orchestration

• Serve as the US voice into global Asset and Digital Team, sharing market feedback and innovations, export US best practices and case studies to the global Community of Practice

People & Influence

• Lead and coach a high‑performing, matrixed team; influence without authority across Assets/markets and foster a positive, can‑do, performance culture.

KNOWLEDGE AND EXPERIENCE

Knowledge & Experience (essential):

• Designing, launching, and optimizing US Omnichannel programs in a regulated environment with strong HCP focus (approximately 7–10+ years’ experience).

• Expertise navigating US MLR/PRC and privacy/consent (incl. HIPAA considerations, as applicable).

• Fluency with Ai Content Creation, authoring/modular content, DAM/CMS, CRM/CLM, analytics/BI; dashboard creation and interpretation; KPI ownership and experimentation.

Knowledge & Experience (preferred):

•  US 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. Ipsen is an equal opportunity employer that strictly prohibits unlawful discrimination. We recruit, employ, train, compensate, and promote without regard to an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.