Role Purpose:
The Customer Engagement Manager will drive operational excellence and deliver high-quality customer engagement across the Oncology business. This role will enable sales operations, enable execution of major national and regional events, and act as a strategic connector between KAMs, FEMM, Marketing, Medical, and cross-functional partners. The role requires strong project management, vendor oversight, and the ability to translate commercial needs into efficient, compliant, and high-impact field execution.
Key Responsibilities:
Customer Engagement & Commercial Enablement:
Partner with KAMs and FEMM to design, coordinate, and execute customer engagement plans aligned to brand and business objectives.
Ensure timely deployment of marketing materials, scientific content, and customer communications (Through KAM’s).
Strengthen executional capabilities of the field teams by providing process clarity, operational support, and structured follow-up mechanisms.
Act as a central point of contact for commercial operations, ensuring coordination across sales, medical, marketing, and distribution partners.
Event Leadership (End-to-End Ownership):
Lead planning and execution of national, regional, scientific, and KAM-driven customer events.
Own the entire event lifecycle—from requirement gathering, budgeting, approvals, logistics, vendor coordination, and on-ground execution to post-event documentation and reporting.
Ensure events are delivered with operational excellence, scientific integrity, and full compliance.
Continuously improve event processes, identifying efficiencies and elevating the customer experience.
Vendor Management & External Partner Coordination:
Ensure adherence to timelines, budget, quality standards, and compliance requirements.
Develop strong working relationships with event partners, distributors, logistics providers, and other external stakeholders.
Sales Operations & Process Management:
Support quotation preparation, distributor coordination, order fulfilment tracking, and resolution of operational issues.
Maintain structured records including FMV databases, HCO submissions, tender documentation, event trackers, and activity logs.
Streamline processes and introduce operational improvements to enhance field efficiency and cycle time.
Data& Reporting:
Develop and maintain dashboards, activity summaries, event calendars, and operational analytics.
Monitor key KPIs related to customer engagement, event impact, vendor performance, and operational turnaround times.
Financial & Compliance Coordination:
Lead/Enable PO creation, vendor code setup, contract/agreement routing, and invoice processing.
Ensure all operational activities meet internal compliance, finance, and audit requirements.
Maintain complete, clean, audit-ready documentation for all engagement activities.
Cross-functional Leadership & Project Management:
Drive coordination across Sales, Marketing, Medical, Sourcing, Compliance, and Finance to ensure seamless execution of commercial initiatives.
Proactively track project timelines and ensure accountability across stakeholders.
Support leadership with operational planning, business cadence, and execution governance.
Required Qualifications & Experience:
Graduate/Postgraduate in Business, Commerce, Marketing, Life Sciences, or related discipline.
4–7 years of experience in sales operations, customer engagement, event management, or commercial excellence—preferably in pharmaceuticals or healthcare.
Strong experience managing vendors and handling multi-city scientific events.
Demonstrated ability to manage complex tasks, parallel projects, and cross-functional coordination.
Skills & Competencies:
Strong stakeholder management and communication skills.
High level of ownership with ability to independently lead operational workstreams.
Strong project management, planning, and organisational capabilities.
Skilled in MS Office (Excel, PowerPoint, Outlook) with comfort in data reporting.
Execution-focused mindset with attention to detail and compliance adherence.
Ability to thrive in fast-paced, matrixed environments.
Why GSK?
Uniting science, technology and talent to get ahead of disease together.
GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.
People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.
Inclusion at GSK:
As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.
Please contact our Recruitment Team at IN.recruitment-adjustments@gsk.com to discuss your needs.
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