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Site Name: UK - London - New Oxford Street
Posted Date: Dec 9 2024
Customer Experience Delivery Manager
Fixed Term Contract
The newly formed Customer Experience (CX) & Data 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 x-functional talent who are creative, innovative, and accountable for impact.
The Global Digital Hub is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines & Vaccines portfolio in markets outside the US with no local sales, marketing & medical resources.
We are looking for an experienced and passionate marketer to lead the design, implementation and ongoing analysis & optimisation of agreed General Medicines & Vx brands across Emerging markets.
Moreover, the role will play a critical role, supporting the EM CX Lead 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.
This is an exciting role that will in turn see the successful candidate acquire new omnichannel marketing skills and experiences that will strongly support their onward career development aspirations.
Key responsibilities:
* Support the execution of omnichannel integrated campaigns for priority General Medicines & Vaccines market/brands across EM in a timely manner, with clear customer segmentation and targeting.
* Work closely with assigned Medical Content Specialists within the EM 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 production agencies, media agencies and relevant Regional and Local stakeholders in the LOCs.
* Carry out monthly campaign performance analysis, analyzing all relevant data sets, distilling key insights, and recommending actions for optimization ready for presentation to senior management as part of ongoing agile sprint retrospectives.
* Work with D&A lead 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 & delivery process with EE/MOC 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 Digital Hub.
* Own the development, implementation & continuous optimization of customer-centric digital framework.
Responsibilities include:
* Agile and entrepreneurial mindset with problem solving attitude to impactfully achieve team's goals.
* Previous experience in managing pharma prescription brands at LOC level.
* Experience of GSK and 3rd party marketing channels & platforms for HCPs.
* Proven track record of omnichannel marketing execution, including direct involvement in content & media planning, working closely with third party media suppliers.
* Experience in working with modular content.
* Good Project planning skills.
* Understanding of local Pharmaceutical codes and regulations.
* Experience implementing GSK DDCx User Journey catalogue.
* Experience analysing data & analytics to distil insights to optimise marketing campaigns.
* Stakeholder Management.
* Partner closely with EE/MOC, medical affairs managers and 3rd party agencies to drive timely plan execution.
* Partners closely with subject matter experts to seek necessary input & collaboration, i.e. compliance, medical. legal etc.
* Demonstrates strong customer focus and awareness of digital industry trends.
Why you?
We are looking for professionals with these required skills to achieve our goals:
* Experience in Digital Marketing.
* Experience in pharma industry.
* Experience in campaign data & analytics for closed loop marketing.
* Experience working with pharma brands at local or global level.
* Digital Marketing degree or equivalent with significant experience in omnichannel execution of content and user journeys.
* Understanding of customer segmentation & targeting.
* Hands on experience of content development and copy approval, i.e. Content Lab.
* Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders.
* High accountability & track record of successfully delivering critical complex projects.
Closing Date for Applications: 23rd December 2024
Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the 'cover letter' of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application. #J-18808-Ljbffr