Summary
Overview
Work History
Education
Skills
Certification
Languages
Projects
Timeline
Generic
Marcello Ciozzani

Marcello Ciozzani

Piacenza

Summary

I am a 15 years professional in the field of life sciences. I couple the experience built on the field of pharma with a strong marketing and analytics background.

I like to design and implement customer-centric business strategies and tactics to deliver value both for the customer and the company, while capitalizing on wide and diverse skillset of people I either coordinate or partner with.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Global Customer Experience Head

Chiesi Farmaceutici
01.2021 - Current
  • 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

Chiesi Farmaceutici
11.2016 - 12.2020
  • 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.

Market Research Executive

Genactis
11.2012 - 10.2016
  • 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

Roche Italia
11.2011 - 10.2012
  • Business Analyst within the Oncology BU
  • In charge of: Forecasting, Primary Market Research, S&T for Avastin Glioblastoma indication launch.

Market Research Trainee

IQVIA
05.2011 - 10.2011
  • Intern supporting the International Market Research group
  • Main area of focus: Quantitative trackers.

Education

International Marketing Master Degree -

Northeastern University
Boston, MA
07.2011

Business Administration Degree -

Università Cattolica Del Sacro Cuore
05.2010

Skills

  • Strong business acumen
  • Driven, results-oriented
  • Comfortable going out of comfort zone
  • Rigorous planner
  • Take pride in hiring, developing and growing new resources

Certification

  • CX Certified Professional, CXPA, 2023
  • Customer Experience Manager Master Degree, Sole24 Ore Business School, 2020-2021
  • Pharmaceutical Marketing Master Degree, ISTUM, 2016

Languages

English
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
French
Elementary (A2)

Projects

Launch of a Global CX Department, Played a key role in the following actions:

- Vision definition and key stakeholders' engagement; 

- Organizational re-design and governance definition; 

- Launch of customer listening strategy; 

- Contribution to definition of CX Operationalization; 

- Creation of a Global CX network, made of Global and Local CX functions.

Timeline

Global Customer Experience Head

Chiesi Farmaceutici
01.2021 - Current

Business Knowledge Manager

Chiesi Farmaceutici
11.2016 - 12.2020

Market Research Executive

Genactis
11.2012 - 10.2016

Business Analyst

Roche Italia
11.2011 - 10.2012

Market Research Trainee

IQVIA
05.2011 - 10.2011

International Marketing Master Degree -

Northeastern University

Business Administration Degree -

Università Cattolica Del Sacro Cuore
  • CX Certified Professional, CXPA, 2023
  • Customer Experience Manager Master Degree, Sole24 Ore Business School, 2020-2021
  • Pharmaceutical Marketing Master Degree, ISTUM, 2016
Marcello Ciozzani