Help Net Farma S.A. operates one of the largest pharmacy chains in Romania, with 400 locations nationwide and approximately 2,000 employees providing high-quality services to patients throughout the country.
The Help Net pharmacy network, together with the pharmaceutical distributor Farmexim and the integrated healthcare services provider EL PHARMA Romania, is part of the German PHOENIX Group, a European leader in pharmaceutical distribution, pharmaceutical retail, and services for the pharmaceutical industry. With an active presence in 29 countries, the PHOENIX Group has unique geographic coverage across Europe: the PHOENIX Group makes a significant contribution to integrated healthcare services in Europe with approximately 48,000 employees.
- 204 locations offering wholesale and pre-wholesale services, supplying medicines and healthcare products to pharmacies, physicians, and medical institutions
- 3,200 company-owned pharmacies in 15 European countries under the BENU, Apotek 1, Rowlands Pharmacy, McCabes Pharmacy, and Help Net brands.
Role
Leads the development and implementation of Market Research, Consumer Insights, and Customer Experience strategy by managing market research projects, analyzing consumer behavior and needs, monitoring customer experience, and transforming data into actionable insights and business recommendations.
Key Responsibilities
- Define and implement the annual Market Research strategy;
- Lead market research and customer insights projects in collaboration with specialized research agencies;
- Develop research briefs, manage external suppliers, and ensure projects are delivered on time and within the approved budget;
- Identify and communicate relevant insights regarding consumer behavior, needs, motivations, and expectations;
- Develop and update consumer segmentation models, leveraging findings to support marketing, customer experience, and commercial growth strategies;
- Translate Customer Experience (CX) insights into actionable improvement recommendations and communicate them to the relevant business functions;
- Coordinate the monitoring and analysis of Customer Experience metrics, including NPS (Net Promoter Score), customer satisfaction, and customer feedback;
- Identify key pain points throughout the customer journey and their root causes, communicating insights and recommendations to responsible stakeholders;
- Collaborate with internal stakeholders to define and track action plans, monitoring the progress and impact of implemented initiatives;
- Support business teams with consumer data, analyses, and insights, contributing to strategic decision-making;
- Build executive dashboards and management presentations to facilitate data-driven decisions;
- Monitor consumer trends, market dynamics, and competitor activities to identify opportunities and potential business risks.
Key Requirements
- Bachelor's degree or higher, preferably in Marketing, Economics, Business Administration, Sociology, Psychology, Statistics, Communications, or a related field;
- Minimum 7 years of experience in Market Research, Consumer Insights, Customer Experience or related fields;
- Solid experience in managing both quantitative and qualitative research projects, either in-house or through specialized research agencies;
- Advanced understanding of consumer segmentation methodologies and their application in defining commercial and marketing strategies;
- Experience in analyzing NPS (Net Promoter Score), Customer Satisfaction (CSAT), and Voice of Customer (VoC) metrics;
- Demonstrated ability to translate data and insights into relevant and actionable business recommendations;
- Strong stakeholder management and cross-functional collaboration skills;
- Good knowledge of Microsoft Excel and PowerPoint;
- Advanced English language proficiency;
- Strong analytical thinking, results orientation, and attention to detail.
Benefits:
- Opportunity to work in a dedicated and professional team;
- Attractive remuneration package;
- Performance bonus;
- Membership at a private medical clinic;
- Life insurance;
- Meal vouchers;
- Gift cards—Easter and Christmas;
- Paid day off on birthdays;
- Loyalty card with special discounts at Help Net Pharmacies;
- Partnership-based discounts offered by service and product providers;
- Bookster subscription for headquarters staff;
- Work-from-home opportunities for eligible roles;
- Continuous development and training programs;
- Real opportunities for professional advancement and career development.
Only short-listed candidates will be contacted. All applications will be treated with strict confidentiality.