Customer Service

About Astellas

Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. Learn more at Astellas.com.

Customer Service & Value Partner - Belgium

We are seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and are not afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.

Location and Working Environment

This is a permanent role based in Belgium (Brussels) with a hybrid working model requiring presence in the office 2 days per week. Occasional travel, including overnight stays, may be required.

Purpose & Scope

• Customer service & value manager responsible for designing and executing HCP and patient omnichannel engagement campaigns in line with Strategic Brand Plans.
• Broad skill set in digital marketing, campaign planning and execution, marketing automation, channel mix, KPI tracking, reporting and optimization.
• Build and maintain strong customer relationships to ensure they derive maximum value from our products and services.
• Identify and resolve customer issues, promote product value through projects or (omnichannel) engagement on owned or paid platforms.

Role And Responsibilities

• Collaborate with senior product managers, Network Engagement Leads, omnichannel engagement leads, MSM and other commercial teams, as well as external marketing agencies (PR, content, advertising) to build and deploy an effective omnichannel engagement strategy for the BNL affiliate.
• Support and participate in planning the BeNeLux operational plan with the brand team and rollout value‑adding projects.
• Develop and implement the local omnichannel strategy and drive local tactics and initiatives based on insights from desk or market research and customer input.
• Plan, execute and localize omnichannel campaigns, including content creation and channel optimization.
• Interact and build trusted relationships with relevant HCPs in collaboration with Astellas functions responsible for external stakeholder interfacing.
• Set up consistent measurement of customer experience and brand awareness/adoption.

Continue: Role and Responsibilities

• Contribute to regional or global co‑creation processes and working groups, representing affiliate needs and ensuring local alignment to global strategy.
• Define metrics/KPIs, continuously analyze, evaluate and take corrective action to achieve brand objectives. Own assigned projects/tasks end-to-end.
• Oversee recall/withdrawal process of digital promotional material.
• Ensure adherence to administrative and digital governance guidelines and procedures.
• Support Veeva interaction creation and management.

Required Qualifications

• Degree in Marketing, Communication, Life Sciences or business‑related subject; preferably MSc in Digital Marketing or Communications.
• Previous experience in the pharmaceuticals industry and/or FMCG or other content‑rich marketing industry.
• Fluency in English, French and Dutch.
• Experience with omnichannel marketing, digital tactics (websites, email, marketing automation, webinars, LinkedIn, podcasts, social media, apps) and strong customer focus.
• Ability to translate brand strategies into campaign planning and execution.
• Excellent project management skills with attention to detail, urgency, and solution orientation.
• Self‑driven and able to work independently while collaborating with key stakeholders.
• Strong communication, presentation and interpersonal skills.
• Good planning and time‑management skills with proven competence in relevant areas.
• Compliance mindset to understand and comply with local industry laws and regulations.
• Proficiency in MS Office, virtual collaboration tools, databases, compliance systems, online knowledge repositories and CRM software.
• Foster a culture focused on enhancing value to patients and exceeding internal and external customer expectations.
• Translate brand and omnichannel strategy into operational plans; secure stakeholder confidence and embed best practice in a multicultural, matrix‑global organization.
• Act as an ambassador for change, continuous improvement and idea generation; secure commitment to new work processes, systems and approaches.
• Demonstrate accountability for performance; set priorities, address obstacles constructively, use resources effectively, apply so