Customer Experience Manager(m/w/x)

Description

As a Customer Experience Manager, you will focus on enhancing patient care for systemic mastocytosis by building networks with healthcare professionals, coordinating projects, and promoting early diagnosis and treatment. This role involves strategic collaboration and adapting communication approaches to ensure seamless patient experiences.

Requirements

• •Experience in Specialty Care, Rare Disease, or Oncology
• •Experience as a Customer Network or Experience Manager
• •Several years of experience in pharmaceutical distribution or biotechnology
• •Experience in referrer business or key account management
• •Expertise in disease education
• •Pharmaceutical sales representative training after 75 AMG or scientific studies
• •Excellent interpersonal and communication skills
• •Solution-oriented mindset for effective problem solving
• •Ability to adjust priorities to changing circumstances
• •Agile learner comfortable in complex environments
• •Team player with collaborative thinking
• •Autonomous approach to customer acquisition
• •Use of synergies from internal networks
• •Confident approach outside comfort zone
• •Proven track record in sales roles
• •Proven customer management skills
• •Existing customer network in oncology or dermatology
• •In-depth understanding of treatment pathways
• •Ability to use omnichannel approach in collaboration
• •Affinity for new technologies like AI and IVA
• •Strong commercial business acumen
• •Digital and analytical capabilities for data insights
• •Adherence to compliance and regulatory rules
• •Strong communication skills in German and English
• •Commitment to core values: Patients First, Thoughtfulness, Urgency, Trust, Optimism

Tasks

• •Map and develop the referral pathway for healthcare professionals (HCPs)
• •Identify key stakeholders in systemic mastocytosis care
• •Establish contacts with oncology and hematology stakeholders
• •Plan and execute projects and events in collaboration with the KAM and MSL teams
• •Assess the national and regional care structure for systemic mastocytosis patients
• •Create a platform for implementing national care projects
• •Maintain networks to enhance patient care at regional and national levels
• •Promote strategic collaborations within the Blueprint Medicines product team
• •Communicate effectively with HCPs and stakeholders about mastocytosis care
• •Present the importance of early identification and treatment initiation to HCPs
• •Remove operational barriers in the patient referral journey
• •Coordinate and collaborate in cross-functional teams in an agile environment
• •Adapt the omnichannel approach for personalized interactions with stakeholders
• •Share field knowledge with the cross-functional team
• •Manage the project budget independently and responsibly