Community and Experience Officer at Elizabeth Maddeux

Location: Egbeda, Lagos

Description

• Our client in the pharmaceutical industry is seeking an experienced and strategic Community and Experience Officer to lead and optimize end-to-end business operations.
• The Community and Experience Officer will be responsible for building, managing, and nurturing strong relationships between the organization and its community of customers, healthcare partners, and stakeholders.
• This role focuses on enhancing customer experience, driving community engagement initiatives, and ensuring positive brand perception within the pharmaceutical space.

Key Responsibilities
Community Engagement & Stakeholder Management:

• Manage and engage patient, healthcare professional (HCP), distributor, and public communities.
• Serve as a key point of contact for community-related inquiries and feedback.
• Build trust-based relationships while ensuring all interactions comply with pharmaceutical regulations and ethical standards.
• Monitor and moderate community platforms and engagement channels.

Experience Management:

• Deliver consistent and positive stakeholder experiences across all engagement points.
• Track and manage complaints, inquiries, and experience-related escalations.
• Ensure timely resolution of issues in collaboration with internal teams.
• Identify experience gaps and recommend process improvements.

Regulatory & Ethical Compliance:

• Ensure all community interactions comply with NAFDAC, pharmacovigilance, and company compliance policies.
• Escalate and document adverse event reports in line with pharmacovigilance procedures.
• Maintain proper documentation for audits and regulatory reviews.
• Work closely with Regulatory Affairs and Medical teams to ensure compliant communication.

Health Education & Awareness Initiatives:

• Support health awareness campaigns, patient education programmes, and community outreach initiatives.
• Coordinate community engagements aligned with public health goals.
• Ensure educational materials are approved and compliant before dissemination.

Events & Engagement Activities:

• Support planning and execution of compliant community events, health talks, and engagement programmes.
• Coordinate logistics and post-event feedback collection.
• Ensure events align with ethical marketing and industry guidelines.

Feedback, Reporting & Insights:

• Collect and analyze community and experience feedback.
• Prepare periodic reports on engagement trends, satisfaction, and recurring issues.
• Share insights with management to support service, product, and experience improvements.

Key Performance Indicators (KPIs)
Community Engagement:

• Growth in community participation (patients, HCPs, partners).
• Engagement rate across community platforms.
• Response time to community inquiries and feedback.

Experience & Satisfaction:

• Customer / stakeholder satisfaction score.
• Complaint resolution turnaround time.
• Reduction in repeat or unresolved complaints.

Compliance & Risk Management:

• Zero regulatory breaches in community engagements.
• Timely reporting of adverse events (100% compliance).
• Audit and inspection pass rate.

Health Education & Events:

• Number of compliant health education initiatives executed.
• Event participation and attendance rates.
• Post-event satisfaction feedback.

Reporting & Insights:

• Accuracy and timeliness of community reports.
• Number of actionable insights implemented.
• Improvement in experience metrics over time.

Qualifications & Experience

• Bachelor’s degree in Communications, Marketing, Public Relations, Social Sciences, or a related field.
• Minimum of 2–3 years’ experience in community management, customer experience, or a related role.
• Experience in the pharmaceutical, healthcare, or FMCG industry is an added advantage.
• Familiarity with community engagement tools and customer service practices.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship management skills.
• Customer-centric mindset with problem-solving abilities.
• Organizational and time management skills.
• Ability to work independently and collaboratively in a team.
• Basic data reporting and documentation skills.
• Professionalism, empathy, and emotional intelligence.

What We Offer

• Competitive salary - N150,000 monthly. 
• Opportunity to work within a reputable pharmaceutical organization.
• Career growth and learning opportunities.
• Supportive and collaborative work environment.
• Exposure to impactful community and health-related initiatives.