Engagement Manager, Customer Engagement

We are currently seeking a hardworking, committed and intellectually curious Engagement Manager to support Trinity’s Customer Engagement (CE) COE. Customer Engagement (CE) Engagement Managers fulfill a leadership role on multiple project teams, designing and implementing strategies to help our clients maintain strong growth. CE Engagement Managers have unique opportunities to manage daily client interactions with full oversight over project teams – client management, project management, employee management, budget, and financial management, and more. Engagement Managers also provide mentorship to other junior employees across multiple teams. With exposure to the variety of strategic business issues covered by the CE team, this position offers qualified candidates the opportunity to take on immediately challenging and rewarding roles.

The Customer Engagement COE is a growing team within Trinity that uses data, insights and strategy to engage their customers (HCPs, patients, payers) to achieve intended outcomes in Commercial and Medical. Trinity has an industry leading data platform and tools that can accelerate clients’ ability to action data by predicting and orchestrating the “next best action / engagement” for both the field and digital channel(s). Combining industry leading data, benchmarking, insights, methods and approaches with orchestration positions Trinity to effectively consult and guide our clients to improved impact using omnichannel strategies.

Essential Functions

• Serve as the main client point of contact for CE project engagements and internal team lead
• Liaise with leadership and project team to ensure project outputs include strategically sound and actionable recommendations and answers to CE / omnichannel client business questions, both high level and nuanced based on project type.
• Support team members as a workstream lead, both coordinating and guiding the work of more junior staff members and effectively communicating as a partner to project managers and leadership.
• Create and present client-ready materials, including thought leadership and research materials, interim deliverables, and final project reports.
• Provide thought leadership in CE / omnichannel strategy in both client- and non-client-related activities (e.g., external conferences).
• Train and mentor junior staff on project case teams, in internal training efforts, and through formal / informal mentorship.
• Supports business development through creation of project proposals, including ability to design project methodology, timeline, and budget.
• Support the growth of the CE function through involvement in internal initiatives focused on consultant’s professional development, training, resources.
• Bachelor’s degree with high academic achievement; major in health sciences, marketing, digital communications, and demonstrated interest in life sciences is a plus.
• 5 years as a top performer within a top-tier biopharmaceutical / pharmaceutical strategy consulting firm serving industry leading clients and / or relevant omnichannel / digital transformation experience within pharma and biotech. Omnichannel / CE experience and / or HCP marketing and analytics experience (3-5 years)
• Working knowledge of advanced consulting methodologies, tools, and techniques – with focus on : patient finding, HCP segmentation, CE / omnichannel roadmaps, benchmarking and org design, activation and engagement plans including application of advanced analytics, AI and technology solutions, optimization of omnichannel plans, marketing mix, performance analytics and reporting related activities
• Excellent analytical skills and numeric capability.
• Excellent communication (written and verbal) and interpersonal skills.
• Proficiency in MS Office Suite (Microsoft Word, PPT, and Outlook).
• High attention to detail with superior organizational and time management skills
• Strong team player, ability to work with cross-functional staff.
• Ability to work under the pressure of deadlines and manage multiple projects and priorities.