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.
om, 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.
t 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.