Konfidentiell

We are seeking a highly experienced and strategic Customer Experience Manager to lead the design, execution, and optimization of high-impact customer experiences across congresses, events, and key engagement programs. This senior-level role plays a vital part in ensuring that every customer interaction — from pre-event communications to on-site activations and post-event follow-ups — is consistent, engaging, and value driven.

The ideal candidate has at least 10 years of experience in customer experience, event marketing, or strategic engagement roles. A strong background in healthcare, medtech, or life sciences is a plus, along with a proven ability to deliver impactful customer experiences in both physical and digital settings.

Key Responsibilities:

• Customer Journey Strategy:

Design and implement seamless, multi-touchpoint customer journeys across congresses, events, and key customer engagement initiatives, ensuring alignment with business goals and brand strategy.

• Event Experience Leadership:

Own the end-to-end customer experience strategy for major global and regional congresses — from booth design and messaging flow to hospitality and follow-up — creating engaging, differentiated experiences that reflect our brand.

• Cross-Functional Collaboration:

Partner with global marketing, sales, product, and clinical teams to shape experiences that meet customer needs and deliver on commercial objectives.

• Data-Driven Optimization:

Leverage customer feedback, analytics, and industry trends to continuously enhance the impact and efficiency of customer experience touchpoints.

• Innovation & Engagement:

Introduce new ideas, formats, and technologies to elevate how we engage with customers at events and beyond — both in-person and virtually.

• Customer Advocacy:

Build feedback mechanisms and tools that enable customer voices to inform future experience planning and execution.

• Vendor & Agency Oversight:

Manage relationships with third-party agencies and partners to ensure high-quality and on-brand delivery of experiences across all touchpoints.

Qualifications & Experience:

• Minimum 10 years’ experience in customer experience, event marketing, or strategic engagement roles

• Strong background in managing high-profile events, congresses, or customer engagement programs

• Proven success in planning and executing complex, multi-touchpoint journeys

• Excellent communication, presentation, and cross-functional collaboration skills

• Experience in global organizations and ability to tailor experiences to different regions and cultures

• Comfortable with CRM tools, marketing automation platforms, and event technologies

• Background in healthcare, life sciences, or medical technology is an advantage

Key Competencies:

• Deep customer empathy and a customer-first mindset

• Strategic and creative thinking, balanced with a strong execution focus

• Highly collaborative, with the ability to influence across functions and levels

• Detail-oriented with excellent project management skills

• Adaptable and solutions-oriented in a dynamic, fast-paced environment