Digital Customer Experience Lead - Oeiras

Caracterização do cliente:
Pharmaplanet is a pharmaceutical laboratory, but also a company that provides specialized services in scientific and commercial areas. We are currently recruiting a Digital Customer Experience Lead to join a project in partnership with one of our clients - a renowned company in the Pharmaceutical Industry.

Descrição de funções:
Portal Implementation and Management:
. Lead the end-to-end implementation of the Salesforce-based B2B portal, ensuring alignment with business needs and stakeholder expectations;
. Configure and customize the portal to meet specific functional requirements, including order processing, case management, training modules, and content hosting;
. Partner with IT teams, Salesforce experts, and third-party vendors to ensure seamless integration with existing systems.


Customer Experience and Engagement:
. Ensure a user-friendly and intuitive experience for pharmacists, HCPs, and doctors through continuous optimization of portal features and functionalities;
. Collaborate with marketing and training teams to deliver engaging and relevant content tailored to customer needs;
. Develop strategies to maximize portal adoption and engagement among target users.


Process Optimization and Digital Transformation:
. Streamline and digitize low-value administrative tasks, enabling sales and support teams to focus on high-impact activities;
. Automate workflows and touchpoints to improve operational efficiency and reduce manual effort;
. Monitor and analyze user behavior to identify areas for further digitalization and improvement.


Cross-Functional Collaboration:
. Work closely with internal teams, including Sales, Marketing, Training, and IT, to align portal initiatives with business objectives;
. Ensure consistent messaging and seamless user experiences across all digital and non digital touchpoints.


Performance Tracking and Continuous Improvement
. Establish KPIs and monitor the portal's performance, including customer reach, engagement levels, and task automation metrics;
. Gather feedback from users and stakeholders to identify opportunities for enhancement;
. Stay updated on Salesforce innovations and best practices to ensure the portal remains cutting-edge.

Requisitos:
. Bachelor's degree in Business, IT, Marketing, or related field; Salesforce experience/certifications are a plus;
. Proven experience in managing Salesforce platforms, preferably for customer facing portals;
. Background in the healthcare, pharmaceutical, or B2B sectors is highly desirable;
. Strong knowledge of Salesforce.com, including Service Cloud, Experience Cloud, and related tools;
. Familiarity with portal customization, automation, and data analytics;
. Excellent project management and organizational skills;
. Strong communication and stakeholder management abilities;
. Ability to work transversally across departments and countries o Interaction with a range of internal and external stakeholders;
. Ability to translate complex processes to easily understandable business topics;
. Analytical mindset with a focus on problem-solving and continuous improvement.

Oferta:
. Immersion in the CHC environment and opportunity to work with a great team with diverse and highly advanced skill sets;
. Fixed remuneration meal allowance.

Local: Oeiras

REF: DGExperience/25

Please send your CV through our website Pharmaplanet.pt

Note: Given the expected high number of applications, it will not be operationally possible for us to provide feedback to all candidates.
The selected candidates will be contacted within 15 days.


Candidaturas