Community and Experience Officer

Position Overview

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. This role focuses on building, managing, and nurturing strong relationships between the organization and its community of customers, healthcare partners, and stakeholders, while enhancing customer experience and driving community engagement initiatives.

Location

Egbeda, Lagos, Nigeria

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 engagement activities to ensure positive brand perception within the pharmaceutical space