Global customer innovation manager - cdi - h/f

Qui sommes-nous ?

Pierre Fabre est le 2ème laboratoire dermo-cosmétique mondial, le 2ème groupe pharmaceutique privé français et le leader des produits vendus hors prescription dans les pharmacies en France.

Son portefeuille compte plusieurs franchises médicales et marques internationales dont Pierre Fabre Oncologie, Pierre Fabre Dermatologie, Eau Thermale Avène, Klorane, Ducray, René Furterer, A-Derma, Naturactive et Pierre Fabre Oral Care.

Implanté depuis toujours en région Occitanie, fabricant plus de 95% de ses produits en France, le groupe emploie près de 10 000 collaborateurs dans le monde et distribue ses produits dans quelque 130 pays. Pierre Fabre est détenu à 86% par la Fondation Pierre Fabre, une fondation reconnue d’utilité publique, et secondairement par ses collaborateurs à travers un plan d’actionnariat salarié.

En 2021, Ecocert Environnement a évalué la démarche de responsabilité sociétale et environnementale du Groupe selon la norme ISO 26000 du développement durable et lui a attribué le niveau « Excellence ».

Pierre Fabre est reconnu comme l’un des « Meilleurs Employeurs du Monde 2021 » par Forbes. Notre groupe est classé dans le Top 6 de l’industrie cosmétique et dans le Top 7 de l’industrie pharmaceutique dans le monde. Nous sommes convaincus que notre engagement et notre passion font préserver notre indépendance et vivre notre raison d'être.


Votre mission

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.


Qui êtes-vous ?

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.

Nous sommes convaincus que la diversité est une source d’épanouissement, d’équilibre social et de complémentarité pour nos collaborateurs, nos offres sont donc ouvertes à toutes et tous sans restriction.