This role will be responsible for designing & planning of HCP journeys. Experience Design & Journey Orchestration Manager will activate & scale new channels, lead team to perform cross-channel orchestration, define channel strategy to craft an Omnichannel (OC) customer experience.
Key Responsibilities:
Customer Journey & Experience Management
- Design GSK Engagement strategy above brands, build integrated HCP Journeys & Experience Across Channels.
- Track HCP journeys with the right touchpoints, frequency & sequencing, and behaviour-based personas; designs holistic OC customer experience delivery.
- Provides overall direction for enhancing CX inline with business objectives and customer needs Implement business strategies and practices whilst driving continuous improvement in CX tools and processes.
- Ensures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement.
- Develops customer experience roadmap; sets prioritization rules and develops guidelines for improving customer experience. Track CX Plan and identify development areas with OC mindset.
- Monitors the performance of various internal & external platforms like GSK owned web portal for HCPs/ 3P/ Other Brand.com pages to improve the user experience.
- Provides recommendations for content effectiveness and works on the content requirements with Content Strategists.
- Brings best practices across industries.
- Make decisions and manage issues raised regarding governance which includes data privacy & security, local laws/regulations such as ETK & KVKK and ethics Work in unison with Risk Management and Compliance Board (RMCB) on corrective actions as appropriate Lead Consent Gathering Projects & Manage Consent Database.
Channel Strategy
- Tracks HCP trends, build channel enablement roadmap inline with HCP needs, focus investment areas.
- Leads channel strategy/action plan and ensures improvement in quality of customer interactions though improved cross-channel orchestration & personalization.
- Provides recommendations on GSK owned and non-GSK owned channels (e.g., site, email, paid social); works closely with Tech to improve channel experience and raises any risks/concerns/business implications of channel choices.
Customer Insights & Analytics
- Leverages CX framework, insights from customer data & information from different channels (e.g., Sales team feedback, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategy.
- Acts as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities.
- Tracks performance of activities, customer journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimize in coordination with OC Analytics Insights Team.
Cross-functional Collaboration
- Drive cross-functional teams (Sales, Marketing, Medical etc.) to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives
- Guides on the execution of an orchestrated customer journey.
- Follow digital trends, proactively seek innovative solutions in an omnichannel environment. Evaluate the macro and microenvironment and develop interpretations and vision for OC as part of marketing mix.
- Monitor the external digital landscape in the pharmaceutical industry evaluating new trends and crafting a long-term vision for the company.
Why you?
Basic Qualifications
We are looking for professionals with these required skills to achieve our goals:
Experience & Educational Qualifications
- Bachelor’s Degree in Sales, Marketing, or any other related discipline. MBA preferred.
- 7+ years of directly related or relevant experience, preferably in digital marketing, brand management, omnichannel engagement, or customer experience.
Technical Skills
- Omnichannel Engagement
- Campaign Management
- Channel Strategy & Management
- Customer Journey Mapping
- Customer Experience
- Marketing Communications
- Data Analysis and Synthesis
- Marketing Analytics & Customer Insights
- User Interface (UI) Design
- Cross-Channel Analytics
- Digital Marketing
- Consent Management
- KVKK Governance
Behavioral Skills
- Collaboration
- Team Management
- Planning
- Decision Making
- Creativity & Innovation
- Negotiation skills
- Problem solving mindset
Tools Knowledge
- MS Office suite
- Web Analytics tools like Google Analytics
- CRMs like Veeva, Salesforce
- Data tools like Claravine Marketing automation tools like SFMC, Pardot
Job Posting End Date:
13 December 2024
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.
Contact information:
You may apply for this position online by selecting the Apply now button.
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