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Customer Engagement Specialist

Requisition ID:  2490

Montreal, Quebec, CA

Date:  Nov 24, 2021

Your Position:


As the cornerstone of the Lundbeck Canada organization, the Business Effectiveness department strives to be the valued partner for all other internal departments, providing quality solutions and guidance that drive results. 


As a key member of the Business Effectiveness department and playing a critical role in the organization, the position of Customer Engagement Specialist will work closely with the Director, Customer Engagement and will have the responsibility to manage the development of our customer engagement initiatives.  

This position is responsible for partnering with internal and external stakeholders to build and maintain our digital customer engagement channels, sampling initiatives and the evolution of Veeva technologies to build best in class customer experiences.


This role will also lead the digital effectiveness insights to ensure optimal performance from all channels and work closely to deliver key insights to cross functional teams.



Omnichannel Engagement Initiatives & Insights (55%)

  • Work closely with Director Customer Engagement in establishing omnichannel vision and key initiatives for Canada
  • Act as project lead for key strategic projects for customer engagement initiatives that align with corporate and portfolio goals
  • Work closely with cross-functional teams in Canada, US and Global to build the right solutions that fit our customers needs by engaging in brand plan development, objective planning and cross-function initiatives
  • Lead the coordination of project efforts across multiple products within the Neurology & Psychiatry portfolios
  • Work in close alignment with legal and compliance teams to ensure all initiatives are aligned with Canadian             compliance rules and regulations.
  • Collaborate with Director Customer Engagement and Business Insights team to develop strong KPIs across digital channels
  • Lead the development of insights reporting to key stakeholders on a monthly basis to manage, monitor and report KPIs throughout the portfolio of on-line engagement initiatives
  • Work closely with Business Insights to lead the development of optimal dashboard reporting across digital channels
  • Align with market research team on annual omni-channel engagement research needs to build key strategies in customer needs assessment


Sample Management (25%)

  • Lead and manage the sample management process across all business units
  • Work closely with compliance team to ensure all sample programs, systems and practices are fully compliant according to corporate and industry guidelines
  • Oversee management of key platforms for sample management and act as lead contact with partners
  • Oversee contract and budget activities with external partners
  •    Responsible for sound sample inventory planning, monitoring and reporting across brands working closely with sales, marketing and compliance teams


Veeva Suite Lead for Canada (20%)

  • Act as Canadian lead for Veeva Suite including CRM & PromoMats and be the main contact for US support teams
  • Work closely with cross-functional teams in Canada to lead needs assessment and prioritization of Veeva projects
  • Lead process alignment across brands to build processes and platforms to ensure efficiencies and reduce development cost
  • Responsible for some Veeva activities including report generation, minor updates to platform and platform recommendations


Position Qualifications:

  • Bachelor’s Degree in Commerce, Business Administration, Economics or Equivalent.
  • Minimum 5 years of experience in pharmaceuticals with a focus in customer engagement activities
  • Extensive experience in project management of customer engagement initiatives, encompassing all of the different channels of engagement including both on-line and off-line.
  • Experience in driving results through data analytics and providing key insights to cross functional teams
  • Knowledge of Veeva CRM an asset to lead and develop in-field initiatives
  • Extensive knowledge of the Canadian pharmaceutical industry.
  • Working knowledge of Google & Social Media analytics an asset
  • High proficiency in Windows and the Microsoft Suite, especially with Excel, Access and PowerPoint.
  • Excellent communication skills in both French and English (oral and written).
  • Collaborative individual who leads, seeks and encourages collaboration initiatives across different cross-functional teams.

We are strongly committed to promoting equity, diversity and inclusion within our community.

All applications will be considered, however, only those candidates selected for an interview will be contacted.

Lundbeck is a global pharmaceutical company specialized in brain diseases. For more than 70 years, we have been at the forefront of neuroscience research. We are tirelessly dedicated to restoring brain health, so every person can be their best. 

Billions of people worldwide live with brain diseases – complex conditions often invisible to others that nonetheless take a tremendous toll on individuals, families and societies. We are committed to fighting stigma and discrimination against people living with brain diseases and advocating for broader social acceptance of people with brain health conditions. Every day, we strive for improved treatment and a better life for people living with brain disease.  

We have approximately 5,600 employees in more than 50 countries, and our products are available in more than 100 countries. Our research programs tackle some of the most complex challenges in neuroscience, and our pipeline is focused on bringing forward transformative treatments for which there are few, if any therapeutic options. We have research facilities in Denmark and the United States, and our production facilities are located in Denmark, France, and Italy. Lundbeck generated revenue of DKK 17.7 billion in 2020 (EUR 2.4 billion; USD 2.7 billion). 

For additional information, we encourage you to visit our corporate site www.lundbeck.com and connect with us on Instagram (h_lundbeck), Twitter at @Lundbeck and via LinkedIn.