Customer Service & Value Partner - Belgium
About Astellas
Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need.
Learn more at Astellas.com
Are you driven to make a real difference in the lives of patients?
We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.
Location and Working Environment
This is a permanent role which is based in Belgium (Brussels) - hybrid working model with the expectation to be in office 2 days per week. Willing and able to undertake occasional travel including overnight stays when required.
Astellas’ Responsible Flexibility Guidelines Statement- At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.
Purpose & Scope
- We are looking for a customer service & value manager responsible for designing and executing HCP and patient omnichannel engagement campaigns in accordance with the Strategic Brand Plans.
- The role requires a broad mixture of skills/knowledge on digital marketing, campaign planning and execution, marketing automation, campaign channel mix, tracking and reporting on KPI’s and performance and channel (and campaign) optimization. He/she works in close collaboration with the sr. Product Manager/Brand Team in established brands as well as in launch brands.
- The Customer Services & Value Partner is responsible for building and maintaining strong relationships with our customers to understand their needs and ensure they are getting the most out of our products and services.
- The Customer Services & Value Partner will also be responsible for identifying and resolving customer issues, as well as promoting the value of our products and services via projects or (omnichannel) engagement either with owned platforms or (paid) 3rd party platforms.
Role and Responsibilities
- Collaborate with the sr. product manager, Network Engagement Leads, the omnichannel engagement lead, MSM and other commercial teams, external marketing agencies (PR & content & advertising) to build and deploy an effective omnichannel engagement strategy for the BNL affiliate.
- Support and take part in the planning of the BeNeLux Operational plan together with the brand team (Product Manager, Market Access, External Affairs/Governmental Affairs, Medical Affairs) and rollout of Value adding projects.
- Develop and implement the local omnichannel strategy and drive local tactics and initiatives, based on insights from desk research and/or market research and/or the customer.
- Drive planning and execution/localization of omnichannel campaigns, including content creation and channel optimization.
- Interact and build highly trusted relationships with relevant HCP’s together with Astellas functions responsible for interfacing with these external stakeholders (MAx, Medical).
- Responsible for setting up consistent measuring of customer experience and brand awareness/adoption.
Continue: Role and Responsibilities
- Contribute as needed to regional or global co-creation processes and working groups, representing affiliate needs and local alignment to global strategy.
- Define metrics/KPIs, continually analyze, evaluate KPIs and take corrective actions in order to achieve brand objectives. Take ownership of assigned projects/tasks end-to-end.
- Responsible for recall/withdrawal process of (digital) promotional material.
- Responsible for ensuring administrative and digital governance guidelines and procedures are adhered to.
- Support Veeva interaction creation and management.
Required Qualifications
- Degree in Marketing, Communication, Life Sciences or business/business-related subject; preferably MSc in Digital Marketing or Communications.
- Previous experience in either the pharmaceuticals industry and/or FMCG (consumer goods, food & beverage manufacturers, cosmetics/health & body care products) or other content rich marketing industry.
- Language proficiencies (English, French and Dutch).
- Experience with omnichannel marketing (from campaign planning and execution to monitoring and optimization), with a deep understanding of digital marketing tactics (e.g. websites, email, marketing automation, webinars, LinkedIn campaigns, podcasts, social media, (mobile) apps, etc.) and a strong customer focus; in multi-disciplinary, matrix and cross-cultural settings.
- Ability to understand brand strategies and objectives, and translate these into planning and execution of campaigns, content creation and activities.
- Excellent project management skills, with attention to detail, sense of urgency, and a solution-oriented mindset.
- Self-driven and able to work independently while collaborating with key defined stakeholders .
- Communication, presentation and interpersonal skills, able to deliver results through influence.
- Good level of planning and time management skills, and evidence of competence in job related areas.
- Compliance mindset to understand and comply with local industry laws and relevant regulations.
- Confident with MS Office, virtual collaboration tools, databases, compliance systems/applications, online knowledge repositories and CRM software.
- Fosters a culture focused on enhancing value to patients and intentionally meeting/exceeding internal and external customer expectations.
- Translates brand and omnichannel strategy into operational plans; secures stakeholder confidence and embeds best practice in a multicultural, matrix/global organization.
- Acts as an ambassador for change, continuous improvement and ideas generation; secures commitment to new work processes, systems and approaches.
- Demonstrates accountability for performance; sets priorities, addresses obstacles constructively, uses resources effectively, applies sound judgment and addresses non-compliance.
Preferred Qualifications
- Experience in working with external (digital) marketing agencies, including co-creating campaigns and overseeing delivery.
- Experience with digital marketing activities, (e.g. Marketing/Email automation, LinkedIn campaigns, social media, Search Engine Marketing).
- Experience with the Legal/Medical/Regulatory review & approval process (and local rules and regulations).
What awaits you at Astellas?
- Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
- Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
- Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
- A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.
Our Organizational Values and Behaviors
- Impact
- Innovation
- Integrity
- One Astellas
- Accountability
- Courage
- Sense of Urgency
- Outcome Focus
Benefits
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Beware of recruitment scams impersonating Astellas recruiters or representatives. Authentic communication will only originate from an official Astellas LinkedIn profile or a verified company email address. If you encounter a fake profile or anything suspicious, report it promptly to LinkedIn's support team through LinkedIn Help.
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