Customer Engagement Manager Dermatology

Know your territory. Find the connections. Help shape a new chapter in HS care.

IAI is preparing to launch a new therapy for the treatment of hidradenitis suppurativa (HS), also known as acne inversa, a chronic, complex, and often debilitating skin condition associated with significant comorbidities and a substantial burden on patients' quality of life. This launch marks the beginning of a broader product strategy, and additional indications are expected to follow, offering the successful candidate the opportunity to grow the role and scope of responsibility over time.

To support this launch, IAI is seeking a Customer Engagement Manager (CEM) who will work daily with specialized centers, particularly dermatology departments, as well as selected office-based specialists who play an active role in the care of HS patients.

The role combines scientifically grounded, needs-based product positioning with a patient-centered perspective, fostering collaboration across multidisciplinary stakeholders to support the optimization of care pathways within the HS ecosystem.

We are looking for someone who enjoys building: a person who sees the potential in a new conversation, makes connections across a complex landscape and takes ownership of turning a launch ambition into strong work on the ground.

Job Summary

The Customer Engagement Manager (CEM) is a field-based role that unites the competencies of key account management and network development, while serving as an Integrated Care Specialist. The position is responsible for the successful positioning and adoption of Incyte’s HS therapy among key hospital centers and specialist physicians within an assigned territory, while simultaneously supporting the sustainable improvement of patient pathways through the engagement with multidisciplinary care structures and regional expert networks.

Success in this role requires deep scientific credibility, convincing selling skills, and the ability to build trusted, long-term relationships with Key External Experts (KEE) and multidisciplinary care teams. The CEM acts as a strategic partner to centers of excellence, supporting them in their role as multipliers of best practice and in strengthening structured collaboration between hospital and office-based care.

Essential Functions of the Job 

Network & Stakeholder Management:

Engagement: identify, build, and maintain long-term relationships with KEEs and multidisciplinary teams (e.g., dermatology, surgery, wound care) in specialized HS centers. Understand structures, decision-making processes and patient pathways to engage effectively.

Activation: identify and connect relevant stakeholders across the HS care ecosystem, including hospitals, office-based specialists, nursing and care networks, patient organizations, and regional decision-makers to strengthen structured, cross-sector collaboration to enhance HS patient care.

Product Positioning:

Strategy Development: Close collaboration with the marketing and brand team to develop tailored strategies that clearly communicate the unique value of our products, while addressing the needs and expectations of the target audience.

Communication: deliver convincing and needs-based communication of the product's value proposition and messages to hospital centers and office-based specialists, maintaining an in-depth understanding of the disease, treatment guidelines, clinical data, and the competitive landscape.

Territory & Account Strategy:

Develop and execute strategic Customer Engagement Plans for the territory to maximize appropriate product use, sales, and market share.

Organize local sponsorship activities and standalone educational initiatives and participate in local stakeholder meetings to facilitate scientific exchange, foster dialogue with external experts, and enhance awareness of disease-related topics.

Sales and Marketing:

Sales and promotion of INCYTE’s IAI products, while ensuring that customers have a comprehensive understanding of the product’s benefits and features.

Development and implementation of targeted sales and marketing initiatives to promote product acceptance and usage.

The position is responsible for proactively and sustainably using all available communication channels - including email, webinars, video conferences, telephone, and direct contacts - to ensure consistent and effective customer engagement.

Market Observation:

Market Information Provision: Collecting and analyzing market data to provide the overall CEM team with valuable insights that support their sales strategies. This includes information about market trends, customer needs, and competitor activities.

Trend and Competitor Analysis: Proactively staying informed about the latest competitor activities and analyzing how these could affect our commercial activities and communication.

Feedback and Recommendations: Regular feedback to management and the brand team to ensure that our products meet market requirements and remain competitive.

Reporting:

Management Communication: Regular communication to management about important developments and successes to ensure that all relevant information is incorporated into strategic planning.

Compliance & Governance: ensure full adherence to all applicable legal, regulatory, and internal company guidelines in every customer interaction and project. Qualifications (Minimal acceptable level of education, work experience, and competency)

Qualifications

University degree in a scientific discipline (e.g. pharmacy, life sciences) or a business degree combined with a strong scientific affinity.

Completed training as a Pharmaceutical Sales Representative („Pharmareferent“, § 75 AMG) and/or a degree in a scientific field is required.

Excellent ability to communicate complex scientific information clearly and credibly.

Strong communication, and networking skills, with high personal credibility and field leadership.

High degree of self-initiative, positive mindset, solution-orientation, and consistent results-orientation.

High level of personal accountability, integrity, discretion and team spirit.

Ability to work effectively in a dynamic and rapidly changing environment.

Curiosity to explore a new market and continually learn.

Able to analyze data and draw the right conclusions.

Fluent in German and English, both written and spoken (minimum requirement).

Flexibility and willingness to travel and stay overnight, given the size of the assigned territory.

Permanent residence within the assigned territory preferred.

MHW

MHW