About this role:

The Digital Engagement Manager is a critical partner to affiliates to successfully implement the Rare Disease Digital and Omnichannel activities, enabling brand differentiation through innovative approaches. He/She is a Digital subject matter expert and drives excellence in Channel execution, Content Management, and Personalization, including efficient and timely adoption of available global Digital assets.

This role works closely with the Affiliates’ Brand Teams and Omnichannel Leads, providing hands-on experience and training throughout the implementation phase, including the operationalization of modular content aligned to Personas, effective Editorial Plans to support frequency and cadency of interactions with multiple target groups, as well as best practices sharing in consent management, marketing automation, channel orchestration, and execution SEO/SEM. This role supports Affiliates in maximizing resources and optimizing costs and time to market, as well identifying and driving the scale-up of successful cases. He/She greatly understands in-market Digital and Omnichannel operations and influences Global functions by providing an informed view of countries’ scenarios and needs.

What you will do:

Customer Engagement & Omnichannel Strategy

• Work closely with the Global CE&O and local teams to Execute the Digital and Omnichannel Strategies across geographies, mobilizing the necessary capabilities, providing guidance, developing digital modular content and driving awareness and utilization of Globally available assets and resources.
• Provide training and best practices on effective Digital and Omnichannel execution (content, personalization, channel integration, display advertising) to generate competitive differentiation and seamless customer experience.
• Content personalization (based on HCP insights/patient finding)
• Work with the Global Customer Solutions and Analytics teams to provide inputs about Solutions’ feedback and learnings and to channel evolution in line with the evolving landscape across countries and future trends.
• Drive best-in-class content operations to maximize brand impact, enable efficiencies, and provide the different customer groups with relevant and timely information.
• Coordinate effective implementation and analysis of metrics and progress tracking and recommend follow-up actions according to progress.
• Support implementation of the road map and communication plans about the strategy and expected results and informs operational impact on Affiliates.
• Support awareness about successful cases and learnings and recommend scale-up of successful activities.
• Drive excellent Project management, negotiating necessary resources, managing timelines, and effectively communicating with all stakeholders.
• Deeply understand and consistently execute in line with Legal and Compliance regulations and Biogen’s processes related to using Digital and Omnichannel strategies.

Driving capabilities and continuous improvement

• Manage content localization, repurpose and reuse to drive operational excellence, working with partner agencies and ensuring appropriate tagging and storage.
• Seek and support optimization and agile Medical, Legal and Regulatory review of Campaigns and respective associated Digital assets in line with regulations and Digital channels opportunities for brands 
• Understand current best practices, identify opportunities to improve planning and execution processes, and provide tools and advisory support to help markets deliver differentiated customer experiences while ensuring the application of compliance, legal & data regulations.
• Support experience exchange and learning loops through internal community engagement, creating opportunities to nurture and support new ideas and showcase best practices and market trends.

Innovative mindset

• Champion mindset shifts required to adopt innovative engagement models to fully unlock new possibilities for our business and the patients we serve.
• Be a change agent who effectively communicates strategy, vision and capabilities implementation and gains buy-in from organizational stakeholders, including senior leadership.
• Proactively seek new solutions and methodologies, deliver regular market analysis, and provide complete recommendations with practical application of emerging trends and opportunities to enhance customer engagement at country levels.

Required Skills:

• BA/BS degree in marketing or equivalent required
• Fluent in English and additional beneficial
• 7-10 years’ Customer Engagement, Digital and Omnichannel Experience, preferably in the healthcare and consumer goods industry
• Desired experience in working in Affiliate roles.
• Proven track record in implementing high-impact omnichannel strategies and innovative go-to-market models
• Demonstrated experience in stakeholder management
• Deep knowledge of Customer Experience Management and Customer Journey mapping
• Excellent Project Management experience
• Desired Knowledge of Customer-facing activities, such as Customer mapping, Segmentation, and CRM applications. 
• Experience planning, negotiating, and allocating resources, including people and outside spending across a portfolio of Brands.
• Specific technical experiences should include knowledge in Customer Experience Management, Omnichannel Strategy, Digital channels, Digital content strategy, marketing automation; Online Events, Social Media, Personalization, field applications, Digital tools and platforms
• Dynamic individual who can balance strategic vision with a hands-on approach, effectively turning ideas into action.
• Innovative thinking
• Thrive on challenge and will be a highly collaborative, perceptive, and analytical problem solver, and exhibit strategic and innovative agility
• Credible, dynamic, and creative professional with high energy and customer-centric mindset
• Excellent communication skills and strong personal presence

At our newly built, centrally located Warsaw office, our team supports a global organization with dedication and innovation. In this office, where 31 nationalities form our community, we celebrate the strength that comes from differences in backgrounds, experiences, and perspectives. This commitment to fostering a supportive and inclusive workplace has earned us a Great Place to Work Certificate for three consecutive years and Best Places to Work Awards in both Poland and Europe.

What drives us every day is our unique purpose, working passionately to change the lives of patients affected by rare neurological diseases. If our mission resonates with your heart and career aspirations, join our team.

We eagerly anticipate welcoming you to our dynamic and collaborative environment, where together, we make a meaningful impact on a global scale.

Why Biogen?

Our mission to find therapies for neurological and rare diseases is a unique focus within our industry and this shared purpose is what connects us as a team. We work together to overcome obstacles and to follow the science. We are resilient as we strive to make an impact on our patients’ lives and on changing the course of medicine. Together, we pioneer. Together, we thrive.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts