Marcello Ciozzani

• I lead the Global Team (3 direct reports) and coordinate Global-Local CX network, designing and implementing Global Customer Experience strategy in Chiesi.
• Areas of focus: Voice of the Customer Program, Data Strategy, Customer Engagement Impact Plan, Content Marketing.

Department Achievements:

- Voice of the Customer Program successfully launched in 26 countries;

- CX Operationalization Governance rolled out successfully in 26 countries;

- Customer Data Strategy Global program launched, with the aim of collating all sources of HCPs engagements

- Change Management program launched and rolled out in 26 countries (upskilling program & people engagement)

• Business Knowledge manager for Special Care Business Unit (Neonatology, Solid Organ Transplantation, Cystic Fibrosis, Critical Care)
• Tasks in focus: Segmentation & Targeting guidelines, Forecasting (short & long term), Customer Insights, KAM tools for Customer Facing Functions, Bonus Scheme.

• In charge of primary market research both qualitative and quantitative for clients such as Roche, BMS, Novartis, Boehringer Ingelheim.

Major projects:

Roche: HER2 Tracking Study;

BMS: Orencia IV/SubCut positioning study, IV/SubCut patient profiles, RA Tracking Study, CML Imatinib generic scenarios definition.

Novartis: Cosentyx launch patient potential.

Boehringer Ingelheim: Afatinib launch positioning study.

• Business Analyst within the Oncology BU
• In charge of: Forecasting, Primary Market Research, S&T for Avastin Glioblastoma indication launch.

• Intern supporting the International Market Research group
• Main area of focus: Quantitative trackers.