Sr. Manager, Customer Analytics

Responsibilities and Duties

• Analyze HCP, account, and payer dynamics to inform targeting, segmentation, and engagement strategy
• Support omnichannel strategy by integrating data and analytics from various channels of customer engagement
• Generate insights and actionable recommendations to influence business decisions and strategy
• Proactively identify and uncover opportunities to improve efficiency and commercialization processes
• Conduct cross-platform analyses, build models, test hypotheses, find root causes, and support forecast assumptions
• Collaborate with technology and business partners to process improvements related to CRM functionality, customer data, and reporting
• Partner with business owners to understand and recommend reporting/BI solutions that meet diverse, complex business reporting and analytics needs
• Collaborate in the planning, development, and deployment of new data solutions and evaluate and improve existing data solutions and dashboards
• Support data management and integration by owning customer-focused elements of cross-platform semantic data models
• Design, build, and deploy BI solutions (reports and operational dashboards) to support customer-facing teams
• Partner with Compliance to ensure proper data governance is applied and monitored across the business
• Partner with Training to design and deliver end-user training and training materials

Qualifications and Skills

• Bachelor’s degree and/or combination of education and experience; advanced degree preferred
• 6+ years of related experience in the pharmaceutical industry, with exposure to CRM engagement data, raw claims data, and distribution data
• Advanced experience with SQL for data mining and excel for data transformation, with additional proficiency with python strongly preferred
• Experience in report development for PowerBI strongly preferred
• Experience operating in rare disease context, with understanding of the key challenges and tactics used to drive business performance
• Expertise with different types of pharmaceutical datasets and a strong curiosity to seek out and learn new technology and tools
• Highly analytical with the ability to proactively synthesize and communicate actionable insights to stakeholders with and without technical backgrounds through effective, clear and concise oral and written presentations
• Demonstrated success in managing numerous projects simultaneously while maintaining a high level of service, attention to detail and follow-up
• Ability to collaborate effectively across multiple stakeholders, proactively seeking feedback while able to influence the thinking of an experienced customer facing team