Customer Experience Lead

hace 3 semanas

Ciudad de México GSK A tiempo completo

**Site Name**: Brazil - Rio de Janeiro, Argentina - Buenos Aires Province - Buenos Aires, Mexico City Torre Mitikah

**Posted Date**: Aug 2 2023

The newly formed Digital Fuel organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers, and GSK. We are a diverse team of cross-functional talent who are creative, innovative, and accountable for impact. The Accelerator Team is a vital pillar of this organization, executing digital-only customer experiences across the General Medicines & Vaccines portfolio in markets outside the US.

**Your Responsibilities**:
This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are:

- Lead the execution and performance of omnichannel integrated campaigns for assigned brands across agreed LOCs (Local Operating Countries) in a timely manner, with clear customer segmentation and targeting. Engage with LOCs and other internal stakeholders as required to communicate and notify on plan scope, execution plan and schedules.
- Provide regular performance updates to Accelerator leadership, as well as suggestions for optimization and simplification as we look to standardize execution in an above-country manner.
- Line management of up to a team of Costumer Delivery Managers, as well as offer broader leadership support to the Customer Experience Director for EM (Emerging Market) Region.
- Work closely with assigned Digital only POC (point of contact) in LOCs, Copy approval team and regional stakeholders to plan and execute the campaigns, including implementation of DDCx (Data Driven Costumer Experience) user journeys and content planning across the broader channel mix
- Manage x-matrix stakeholders and third parties to execute flawlessly, including DC, media agencies and relevant Regional and Local stakeholders in the LOCs.
- In alignment with global & General Medicine & Vaccines analytics framework, execute (or lead vendor to execute) tagging of content and campaigns to track usage and effectiveness for improvement. Provide instructions for tagging across all campaign collaterals.
- Carry out monthly campaign performance analysis, analyzing all relevant data sets, distilling key insights and recommending actions for optimization ready for presentation to snr management as part of ongoing agile sprint retrospectives.
- Work with D&A (Data & Analytics) leads, Tech partners and scrum masters to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including new functionalities & channels.
- Manage content and activity demand forecasting and prioritization process with DC (direct contact) and 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance
- Manage digital vendors, translation vendor, carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Accelerator team.
- Own the development, implementation & continuous optimization of customer-centric digital framework.

**WHY YOU?**

**Basic Qualifications**:
We are looking for professionals with these characteristics to achieve our goals:

- Degree in Marketing, Digital Marketing, Business Administration or related;
- Solid experience with People Management and Digital Marketing;
- Strong experience in Marketing or related areas in Pharmaceutical Industry;
- Experience in campaign data & analytics for closed loop marketing;
- Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services;
- Fluent English

**Preferred Qualifications**:
However, if you have the following, it would be a plus:

- Experience with Omnichannel.
- Advanced Spanish.

LI-GSK

**Why GSK?**

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

**Attention: Mandatory Vaccination against COVID-19 at GSK**

Since the beginning of the pandemic, we have

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