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Customer Experience Delivery Manager

hace 2 meses

Xico, México Gsk A tiempo completo

Job Summary

We are seeking an experienced and passionate Customer Experience Delivery Manager to lead the design, implementation, and ongoing analysis & optimisation of agreed brands across selected Emerging Market Countries. This role will play a critical role in supporting the Associate Director – Customer Experience to play back key data and insights to business stakeholders in Global, Regional and Local teams to drive action in the pursuit of a much-improved customer experience and higher performance impact.

Key Responsibilities

  • Support the execution of omnichannel integrated campaigns for priority market/brands in a timely manner, with clear customer segmentation and targeting.
  • Work closely with assigned Medical Affairs Managers within the Digital Hub team to plan and execute the campaigns, including implementation of DDCx user journeys and content planning across the broader channel mix.
  • Manage x-matrix stakeholders and third parties to execute flawlessly, including media agencies and relevant Regional and Local stakeholders in the LOCs.
  • In alignment with global & General Medicine 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, analysing all relevant data sets, distilling key insights and recommending actions for optimisation ready for presentation to snr management as part of ongoing agile sprint retrospectives.
  • Work with 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 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 Digital Hub.
  • Own the development, implementation & continuous optimization of customer-centric digital framework.

Requirements

  • Digital Marketing degree or equivalent with significant experience in omnichannel execution of content and user journeys.
  • 3 – 5 years of experience in Digital Marketing roles.
  • Project Management experience.
  • Advanced English Content Lab, Microsoft Office, Power BI, Microsoft Project.
  • Softskills: Analytical skills, customer focus, senior stakeholder management, leadership by influence.
  • Experience in Pharma industry.
  • Portuguese.

About 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.

We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

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.