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Manager, PSP & Customer Engagement

Requisition ID:  1699

Montreal, Quebec, CA

Date:  Mar 31, 2021

We are currently looking for a qualified Manager, PSP & Customer Engagement to join the Lundbeck Canada Business Effectiveness team. This position is permanent full-time and located at our Ville Saint-Laurent head-office. The incumbent will report to the Director, Customer Engagement.

Manager, PSP & Customer Engagement


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 Manager, PSP & Customer Engagement will have the responsibility to manage the development of our customer engagement initiatives, leading both the patient support programs & customer engagement projects. 

This position is responsible for partnering with internal and external stakeholders to build and maintain patient-centric support program for our products that enables an overall engaging experience for patients.


This role will also hold responsibility for developing and maintaining our customer engagement initiatives in Canada to deliver seamless customer experience, driven by key analytics & insights.


Patient Support Program Responsibilities (70%)

  • Implement an integrated marketing plan (includes advertising and promotion, direct marketing, Lead the design, implementation, continuous improvement and performance monitoring of PSPs that will deliver on customer experience standards.
  • Main contact between vendor and Lundbeck for the overall management of PSP programs.
  • Develop PSP in close collaboration to marketing team and commercial objectives of specific brands, in line with strategy.
  • Lead the development, management, monitoring and reporting KPIs for PSP and work collaboratively with vendor partner to manage any issues.
  • Close collaboration with vendor to build data collection platform and analytical reports to provide real-time market insights as well as payer-specific reporting tools.
  • Provide strategic and tactical input to continuous improvement of processes and overall program design.
  • Stay abreast of the changing conditions in market and product portfolio to ensure that all PSP and channel delivery services reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service.
  • When needed, and with cross-functional collaboration, lead the conduct of RFPs to select optimal vendor partners that are aligned to our culture and can best deliver on our desired program experience/outcomes in a cost-effective manner.


Customer Engagement Project Management (30%)

  • Lead key strategic projects for customer engagement initiatives that align with corporate goals.
  • Coordinate project efforts across multiple products within the Neurology & Psychiatry portfolios.
  • Work closely with cross-functional teams in Canada & US to build the right solutions that fit our customers needs by engaging in brand plan development, objective planning and cross-function initiatives.
  • Develop, manage, monitor and report KPIs throughout the portfolio of on-line engagement initiatives
  • Close alignment with legal and compliance teams to ensure all initiatives are planned and aligned with Canadian compliance rules and regulations.



Position Qualifications:

  • Bachelor’s Degree in Commerce, Business Administration, Economics or Equivalent.
  • Minimum 5 years of experience in pharmaceuticals.
  • Extensive experience in managing successful patient support program required.
  • Experience in project management of customer engagement initiatives, encompassing all the different channels of engagement including both on-line and off-line.
  • 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 PowerPoint.
  • Excellent communication skills in both French and English (written and spoken).
  • Collaborative individual who leads, seeks and encourages collaboration initiatives across different cross-functional teams.


Working conditions:

Normal office conditions: Yes

Evening/Weekend commitments: No

Travel commitments: No

% of travel required: 10%

For further information, please contact the Human Resources Department.

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.
Millions of people worldwide live with brain diseases, and far too many suffer due to inadequate treatment, discrimination, a reduced number of working days, early retirement, and other unnecessary consequences. Every day, we strive for improved treatment and a better life for people living with brain diseases – we call this Progress in Mind.
Read more at www.lundbeck.com/global/about-us/progress-in-mind
Our approximately 5,800 employees in more than 50 countries are engaged in the entire value chain throughout research, development, production, marketing, and sales. Our pipeline consists of several R&D programs, and our products are available in more than 100 countries. We have research centers in Denmark and the US, and our production facilities are located in Denmark, France, and Italy. Lundbeck generated revenue of DKK 17 billion in 2019 (EUR 2.3 billion; USD 2.6 billion).

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