Job description Site Name: UK – London – New Oxford Street, Brazil - Rio de Janeiro Posted Date: Jan 17 2025 Customer Experience Lead The Customer Experience (CX) & Data organization DIGITAL FUEL 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 Accelerator is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines 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 brands across Emerging markets. Moreover, the role will play a critical role, supporting the EM CX Director 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 leadership role which will in turn see the successful candidate having excellent omnichannel marketing skills. Please note that some business travel may be required for this role. We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme. We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work. Discover more about our company wide benefits and life at GSK on our webpage Life at GSK | GSK In this role you will Lead the business partnership with key Markets to build strong Digital-Only or Digital Hybrid strategy, aligned to Global Brand strategy and market specifics for prioritized brands. Form clear business cases for expansion opportunities in other TAs, including necessary investment & mobilise resources in partnership with CX Director Lead cross-functional team to build insight based operational plan and secure excellence in execution with proper performance management in place. Manage cross-functional Global, Regional, Local stakeholders and third parties to execute flawlessly, including MOC, 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance. Establish key performance indicators to measure the impact of CX initiatives and lead team as well as internal/external partners to ensure regular Input-Lead-Lag indicator analysis, distilling key insights and engaging Digital Fuel and Market leadership on data-driven optimization recommendations. Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Fuel. Collaborate across Digital Fuel & Tech to ensure seamless implementation of CX Strategies and foster test & learn approach to implement Innovative solutions Work closely with internal and external stakeholders on development and execution of prototypes/ MVPs to test new customer experience strategies/ initiatives. Feedback & influence Digital & Tech Roadmaps where relevant to ensure integration with key CX initiatives. Why you? Basic Qualifications & Skills: We are looking for professionals with these required skills to achieve our goals: Track record of success in Pharma industry leadership roles at LOC/Regional/Global level. Significant experience inf omnichannel marketing execution, including direct involvement in content, media & campaign planning, working closely with subject matter experts (i.e. compliance, medical, legal etc.) and third-party suppliers to seek necessary input. Excellent people management skills – building credibility with, and insights through a strong internal/external stakeholder network to drive performance and change in complex matrix organization. Agile mindset with design thinking & problem-solving attitude to establish business partnership with key stakeholders, by delivering and continuously optimizing appropriate solutions that achieve commercial goals. Proven expertise in managing and delivering complex, high-impact projects with strong accountability and planning skills, along with hands-on experience in content development, copy approval, and tools like Content Lab. Deep understanding of customer segmentation and targeting, marketing data analytics for campaign optimization, and familiarity with local pharmaceutical regulations in Emerging Markets. Preferred Qualifications & Skills: Please note the following skills are not necessary, just preferred, if you do not have them, please still apply: Marketing experience in LATAM countries and local language knowledge will be preferred Experience in digital marketing channels, platforms, Cx User Journeys, and modular content would be considered as advantage. Experience managing digital vendors and carrying out necessary compliance and management monitoring activities on routine basis to mitigate digital marketing risks. Demonstrates strong customer focus and awareness of digital industry trends. Closing Date for Applications – 31st January 2025 (COB) 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. Why GSK? Uniting science, technology and talent to get ahead of disease together. 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). 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. As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class(US only). We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are. Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on Ukdiversity.recruitmentgsk.com or 0808 234 4391. The helpline is available from 8.30am to 12.00 noon Monday to Friday, during bank holidays these times and days may vary. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a UK Recruitment FAQ guide. Click the link and scroll to the Careers Section where you will find answers to multiple questions we receive As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially. Important notice to Employment businesses/ Agencies GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site. Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency Reporting For the Record site.