Customer Engagement Manager

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.

At Galderma, we actively give our teams reasons to believe in our ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Position Overview

The Customer Engagement Manager is a pivotal member of the Therapeutic Dermatology business unit, leading comprehensive customer learning initiatives and overseeing all aspects of Metvix/Aktilite. The role is accountable for building and executing compliant and quality educational content and programming for healthcare professionals (HCPs) and for serving as the primary contact for Metvix/Aktilite, focusing on operational strategies, driving the go to market model and ensuring partnership with HCPs.

This role reports to the Business Unit Head, Therapeutic Dermatology and is based at Galderma downtown Toronto office (161 Bay Street). The base salary range for the position is 95,000 - 118,000 CAD.

Key Responsibilities

Customer Learning Programs

• Develop, implement, and evaluate innovative customer learning programs at a national level, aligned to therapeutic area priorities and brand plans.

• Conduct learning needs assessments to identify scientific knowledge gaps, informing content development and programming focus.

• Stay current on global and Canadian customer education trends, ensuring HCPs have access to cutting-edge programs, preceptorships, and standalone learning opportunities.

• Oversee the development and maintenance of scientifically robust, accurate, and balanced educational content, collaborating with internal teams, KOLs, and faculty.

• Manage end-to-end program execution: vendor oversight, faculty/speaker selection, budgeting, approvals, logistics, and documentation of all activities.

• Partner closely with Medical Affairs, HCP steering committees, Marketing, Market Access, Regulatory, and Compliance to ensure full alignment and operational excellence.

• Continuously collect, analyze, and synthesize program data, HCP insights, performance metrics, and competitive intelligence to guide program improvement and maximize scientific impact.

• Support speaker training, advisory boards, and scientific exchange forums as required.

• Drive adherence to all compliance and governance requirements, including IMC, PAAB, and internal policies.

• Track and report on key performance indicators (KPIs) for all engagement and education activities.

Metvix/Aktilite Customer Engagement

• Lead the strategic planning and execution of the Metvix brand, including development of a multi-year growth plan, establishment of targets, and execution strategy for sustainable market expansion.

• Own all operational processes for Metvix/Aktilite, including clinic onboarding, contracting, performance tracking, issue resolution, and lamp maintenance.

• Act as the central point of contact for Metvix inquiries from the sales force, patient support teams, and supply chain, ensuring seamless communication and resolution of issues.

• Design, implement, and govern the Aktilite loan program, including contract management, monitoring, lifecycle oversight, and establishing robust governance processes.

• Develop all Metvix/Aktilite educational materials for both HCPs and patients, supporting the effective use of Metvix in clinical settings.

• Create a lean educational portfolio to train and provide in-services for HCPs introducing photodynamic therapy (PDT) in their practices.

• Ensure all Metvix and Aktilite practices and materials comply with Galderma standards, IMC Code, PAAB, and other Canadian ethical guidelines.

Qualifications

• Bachelor’s degree in Life Sciences, Marketing, Business, Health Administration, or related field; advanced degree preferred.

• Minimum 5 years’ experience in customer engagement, brand management, or medical education roles in the pharmaceutical or healthcare sector, previous customer facing experience is considered an asset

• Demonstrated experience in operational process management, clinic support, and program execution in a highly regulated environment.

• Proficient in building and managing strategic business and educational plans and cross-functional project teams.

• Strong knowledge of Canadian regulatory, compliance, and ethical standards (IMC, PAAB, etc.) governing pharmaceutical promotion and customer learning programs.

• Excellent communication, presentation, and stakeholder management skills, with the ability to engage effectively with HCPs, internal teams, and external partners.

• Exceptional analytical, strategic thinking, and data interpretation skills; able to synthesize insights from program metrics and feedback.

• Ability to manage multiple projects simultaneously and prioritize effectively in a dynamic environment.

• Experience creating educational content for diverse platforms (digital, in-person, hybrid) and audiences is an asset.