Customer Engagement Excellence Manager

WHO ARE WE?

ROPU MIDI is a Regional Operating Unit that covers all local Human Pharma and Animal Health Operating Units across Belgium, Denmark, Norway, Finland, Greece, Portugal, Sweden, and The Netherlands. MIDI has a multicultural and diverse work environment. More than 1.800 employees are striving to work together to improve lives for patients and animals in our region.

THE OPPORTUNITY

The Customer Engagement Excellence Manager (CEEM) is accountable for local implementation, execution and monitoring of the Customer Engagement Excellence (CEE) framework.

Furthermore, the CEEM plays a strong consultancy and execution role in identifying and flagging gaps to functional heads, bringing improvements, innovations and having holistic cross-functional Go-to-market (GTM) view in the Operating Unit (OPU). CEEM is specially accountable for assessing & upskilling the organization in the context of customer engagement (focus on CFTs).

This position is based in Lisbon (Portugal) and reports directly to the Head of Customer Experience (Portugal). Also, this position requires occasional travel across Portugal.

This is a fantastic opportunity for an experienced professional who wants to be part of a truly innovative and revolutionary team! Join us if you want to make the difference. 

YOUR KEY RESPONSIBILITIES

• Lead Customer Engagement Excellence (CEE) within the regional operating unit, ensuring alignment with broader regional priorities and plans.
• Collaborate with the Head of Therapeutic Areas (TAs) to define local priorities and make sure they are implemented effectively.
• Focus on productivity, quality of customer interactions, and activities, such as orchestration across channels.
• Support accountable functional heads with assessing & growing people capabilities in the context of customer engagement (focus on CFTs).
• Identify gaps, challenge existing business models and partner with cross-functional teams to embed engagement excellence into Go-to-market (GTM) execution.                                                                                                                                   
• Ensure steering of regional (MIDI) and local performance KPIs by consolidating insights across Sales, Marketing, Medical, Market Access enabling data-informed decision making.
• Implementation and governance of local coaching process as per regional guidance in terms of learning (trainings), platforms (iCoach), coaching KPIs to strengthen coaching capabilities.
• Promote Strategic Account Management across therapeutic areas and functions, ensuring consistent ways of working aligned with regional guidance.
• Consult, implement and ensure local governance of Bonus & Incentive (B&I) framework (in line with MIDI Guidance).

WHAT YOU SHOULD BRING TO THE TEAM

• Degree in Management, Psychology, Marketing, HR or other relevant academic background, together with pharmaceutical industry experience.
• At least 3 years of experience in cross-functional customer engagement, GoToMarket strategy implementation and/or account management.
• Leadership experience is a plus.
• Digital proficiency (deep knowledge of CRM systems and platforms, leveraging automation and AI).
• Strong project management and organizational skills.
• Excellent communication, lateral leadership skills and stakeholder and change management.
• Excellent analytical skills, e.g. interpretation of customer data to identify trends, pain points, and opportunities.
• Ability to train and coach individuals and teams
• Ability to work cross-functionally, cross-country and to deliver results in managing multiple projects at the same time.
• Good in strategic thinking (incl. customer-centric vision and innovation mindset).
• Fluent English & Portuguese speaking. 
• You possess a valid driver’s license.
• Legal eligibility to work and live in Portugal.

WHAT WILL YOU GET IN RETURN?

Next to the opportunity to develop and challenge yourself while learning from a fast-paced environment: 

• Work in a wellbeing-oriented organization.
• Customized Development plan based on your role and aspirations, with several learning platforms such as LinkedIn Learning Premium (languages + training programs) and our Virtual Campus Lifelong learning at our Virtual Campus | Boehringer Ingelheim (boehringer-ingelheim.com) 
• Good balance between work and free time (Mix of working from home within the respective country / office as well as flexible working hours).
• Option to temporarily work from abroad for a limited period (up to 30 working days) - if applicable. 
• Working in a passionate Customer Engagement Management team. 
• Full-time basis with 25 vacation days + a few days off. 
• Competitive salary package and benefits. 
• A fun and diverse working environment. 

We kindly ask you to submit your CV and Motivation Letter in English before 28th January 2026.

What’s next?

We will have a look at your CV and cover letter. If we see a match, we will invite you for a 1st interview to get to know each other. After the 1st round of interviews, there will be a business case interview round where a business case will need to be presented to the interview panel in English. We will keep you posted during the process!

Screening:

In order to comply with applicable export control laws, Boehringer Ingelheim periodically screens business relations (including job applicants) against sanctioned party lists (“SPL”). These checks may be performed by Boehringer Ingelheim or by any of its Affiliates. You acknowledge that Boehringer Ingelheim and/or its Affiliates will screen you against SPL and that for this purpose your personal data may be processed in relevant databases, including databases of third-party vendors that perform SPL screening for or on behalf of Boehringer Ingelheim or its Affiliates which may be located or accessible outside the EU. Boehringer Ingelheim is committed to ensuring an adequate level of protection of your personal data.