Customer Engagement Manager

About the role

EVA Pharma, a pharmaceutical company focused on health and well-being, is looking for a Customer Engagement Manager in Giza. The role leads a global omnichannel customer engagement strategy and guides Omnichannel Specialists across global clusters.

Key responsibilities

• Lead and execute a global omnichannel customer engagement strategy aligned with business goals, overseeing and guiding Omnichannel Specialists across global clusters.
• Define, optimize and continuously improve customer journeys and touchpoints across markets.
• Drive customer-centric decisions using data, insights and market trends.
• Align global and local engagement plans with cross-functional teams.
• Advance digital and next-generation engagement models to improve the customer experience.
• Track and optimize performance using KPIs such as NPS, ROI and sales impact, and maximize ROI through engagement mix, prioritization and resource allocation.
• Ensure compliance with company policies, industry standards and local regulations.
• Lead global insights gathering to improve content, channels and communication effectiveness.
• Build omnichannel capability, coach and upskill people across markets.

Required profile

• At least 12 years of total professional experience, with strong exposure to customer engagement, omnichannel, marketing or commercial excellence.
• Proven regional or global experience in complex, multicultural environments.
• Mandatory experience in the pharma or healthcare industry.
• Bachelor's degree in Business, Marketing, Life Sciences or a related field; a master's degree is an advantage.
• Fluency in English; additional languages are a plus.
• Eligibility to work in Egypt is required.

Required skills

• Data-driven decision-making and KPI management.
• Digital transformation, omnichannel strategies and customer experience models.
• Stakeholder management, communication and leadership, including engagement with senior leadership across markets.