Customer Engagement Innovation Director. Madrid
ID: 2322Date of Posting: Feb 20, 2026Business Area: Business Intelligence & Market AnalysisJob Type: Direct EmployeeMadrid, ESTerritory:Full-Time or Part-Time: Full TimeSeniority: Mid-seniorWith its beginnings in a family run pharmacy in Correggio, Italy in the 1920s, Recordati is now a global pharmaceutical company, listed on the Italian stock exchange, with over 4,500 employees and turnover of over Euro 2bn.We are a group of like-minded, passionate individuals who go to extraordinary lengths for our patients, customers, partners, investors and the people across the globe who we serve. We develop and commercialise medicines to serve people living with common diseases, as well as those living with some of the rarest, in around 150 countries.At Recordati, our mantra is simple. We’ve always believed that health, and the opportunity to live life to the fullest, is a right, not a privilege. Whether that is for common diseases or the rarest – we want to give people the opportunity to be the best version of themselves.This drive will never stop. Together, we will always be reimagining tomorrow – with new ideas, new technologies and new innovations to fight diseases.Recordati. Unlocking the full potential of life.Job Purpose
In this role, the EMEA Customer Engagement & Innovation Director will be responsible for continuous improvements of Commercial, Medical, and Marketing Excellence, Business Data Insights and driving innovation to maximise sustainable growth in the regionKey Responsibilities
Develop and implement Customer Engagement strategiesDevelop new or improve current Go-To-Market strategies & models, resource allocation projects in close collaboration with affiliate leadershipDesign and facilitate commercial customer engagement capability framework projects and digital/omnichannel platformsStrategically direct improvement of selling skillsLead the training plan for sales managers, franchise heads and KAMsSales Force Effectiveness – leverage CRM tools, develop & maintain KPIs and DashboardsMedical Excellence
Analyse and advise medical resource allocation in relation to organisational structuresAlign medical activities to maximise measurable customer engagementDesign and facilitate medical customer engagement capability framework projects and digital/omnichannel platformsDesign and implement medical engagement tools (CRM)Design and facilitate marketing customer engagement capability framework projects and digital/omnichannel platformsAlign brand planning activities, aligned with commercial and medical engagement plansCreate and lead EMEA marketing community, developing a cross functional team consisting of relevant marketers and franchise leads from EMEA affiliatesDesign/develop and implement innovative projects/tools (AI) to improve organisational effectiveness, portfolio strategy management, forecasting, commercial/medical/marketing effectiveness synergies to enhance customer engagement and customer service in all domainsBusiness Data Insights
Drive data driven projects in EMEA (sales, marketing, finance, business cases)Required Education
University degree (BA/BSc or marketing equivalent) from an accredited universityRequired Skills and Experience
Minimum of 5 years of experience in SFE and/or commercial excellence function ideally with pharma companyCustomer Engagement & Pharma Expertise:
Extensive experience in customer-facing operations and customer engagement models (including omnichannel), with a solid understanding of commercial, medical and marketing processes in an international, regulated environment.Strategic & Analytical Capability:
Strong analytical and data management skills, including advanced Excel, with the ability to synthesize complex data into actionable insights, recommendations, and performance frameworks (KPIs, target setting, incentive schemes)Stakeholder Management & Influence:
Outstanding interpersonal, communication and presentation skills, with proven ability to influence without authority, act as a trusted advisor to senior leaders (e.G., GMs and commercial leaders in EMEA), and collaborate effectively across functions, cultures, and matrixed organizations.Execution & Delivery Excellence:
Highly organized, proactive and results-oriented, with strong planning, implementation, tracking and prioritization skills;
comfortable managing multiple priorities, ambiguity, third-party suppliers and budgets in fast-paced environments.Leadership Mindset & Autonomy:
Self-driven, accountable and adaptable, demonstrating sound judgment, ownership of outcomes, and the ability to build and scale new initiatives.Required Languages
Fluency in written and spoken EnglishAt Recordati we believe in people! Inspired by our purpose - unlocking the full potential of life - we are committed to creating a diverse environment and cultivating a culture of inclusion. We strive to continually lead with our values and beliefs, enabling our employees to bring their whole selves to work and develop their potential.We are proud to be an equal opportunity employer. We recruit, develop and reward without regard to, amongst others, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental ability, race, ethnicity, political or religious belief.If you are looking to join a company where you can try new things, speak openly, and be bold, we invite you to apply today.
#J-18808-Ljbffr