Customer Excellence

Job description
At Angelini Pharma, we believe that great healthcare starts with truly understanding the people we serve. As our Customer Excellence & Analytics Manager, you'll turn data, AI, and customer insight into smarter decisions and more meaningful connections with healthcare professionals. You'll shape how we listen, measure, and engage across every channel, transforming numbers into stories that inspire action and make a real difference for patients. If you're passionate about changing the way teams work, not just reporting on it, we'd love to meet you.

About the role
As our Customer Excellence & Analytics Manager, you will lead how we understand, measure, and improve our commercial engagement model — combining data, AI, and customer experience thinking to drive better decisions and better outcomes. What you will own:
• Customer Intelligence
• Build deep understanding of HCP segments — behaviours, channel preferences, content needs, and prescribing drivers — that goes beyond traditional targeting.
• Use predictive analytics and AI models to anticipate HCP responsiveness, churn risk, and engagement opportunities before they surface in the field.
• Omnichannel Performance & Measurement
• Design the KPI architecture that tells us whether our commercial model is working with customer — reach, frequency, engagement quality, cross-channel synergy, and conversion.
• Move beyond reporting: translate performance data into clear, narrative-driven recommendations that change how brand and field teams operate.
• Commercial Analytics & AI
• Lead the commercial analytics roadmap: sales performance, promotional response, market share, competitive intelligence
• Champion a data-driven culture: enable commercial teams to self-serve on core insights; brief senior leadership with clarity, not complexity
• Identify and pilot AI applications that create competitive advantage
• Data Governance & Commercial Data Strategy
• Own the integrity of commercial data assets: KPI definitions, master data standards, source-of-truth alignment across CRM, BI, and marketing platforms.
• Ensure all analytical outputs are consistent, documented, and decision-ready Requirements
• Degree in Business, Economics, Life Sciences, or a quantitative discipline.
• 5–8 years in commercial operations, analytics, customer excellence, market intelligence or digital within pharma
• Proven track record of connecting data to commercial decisions — not just producing reports, but changing what teams do
• Fluency in commercial metrics and omnichannel models; power-user comfort with CRM, BI tools (Power BI)
• Working knowledge of AI and machine learning applications in a commercial context
• Strong cross-functional influencer: able to align Sales, Marketing, Medical, and IT stakeholders without direct authority
• Executive communication

skills:
you simplify complexity, tell stories with data, and make senior stakeholders act. The salary for this role starts from 64000€ gross per year, depending on experience and location. The offer isdetermined based on gender-neutral criteria, including relevant skills, competencies, and experience. Angelini Pharma is an Equal Opportunity Employer. We believe that diversity is a huge value that contributes to individual and company success. We arecommitted to create and foster a diverse and inclusive environment.