Job Description
Identifies growth opportunities for the brand & disease areas and develops the strategy in GloCal WoW
The primary responsibility is to shape and execute a comprehensive Customer Engagement strategy aimed at effectively communicating and engaging with key customer segments, including Treating and Diagnostic Healthcare Professionals (HCPs).
Play a pivotal role in building a repository of authentic customer insights to craft and deliver high-quality customer journeys for targeted customers.
Create, develop, and implement impactful innovative tactical programs and support in building brand strategy within relevant market sectors in the frame of GTM business strategy to improve customer engagement, increase market share, sales, and operational income.
Key Responsibilities:
Develop and design Customer profiling tools enabling customer persona and digital fingerprint identification.
Building on Customer interactions and engagement on different journeys analytics for more individualized customer engagement approaches
Build the framework of customer Engagement activation model and partnership map per therapeutic areas.
Work within an agile team as the product owner to ensure OC plan is customized and executed at regional level.
Collaborate on the collection and analysis of a broad range of customers data in collaboration with Brand, Medical and Commercial teams to provide deep insight driven segmentation of key customers groups, which can be leveraged to build customer engagement journeys linked to brand strategies.
Analyze and share data regularly with the Brand and commercial team to highlight insights and make actionable decisions.
Support development and deployment of key digital material (including Webinars) to support customer engagement journeys in full collaboration with team’s, CEP and DRS.
Drive Customer operation excellence by Segmentation analysis to optimize content to key accounts & targets digitally.
Works effectively in a collaborative manner with external affairs sales, medical, clinical development, and GTMC to achieve business goals.
Contributes to strategic business processes bringing customer insights to influence projects such as brand planning.
To be responsible for the innovation and deployment of digital assets across all brands and with treating and diagnostic HCPs including branded websites and online journals in relation to digital campaigns, congresses, webinars, and website updates to create broad omnichannel experience for our customers.
Support development and deployment of key digital material (including Webinars) to support customer engagement journeys.
Support sales force with digital interventions needed for their customer journeys.
Create engaging Omnichannel (OC) campaign journeys to connect with diverse key Customers effectively.
Lead on the effective management of all channels and ensuring utilization of omni-channel strategies.
Work closely with global/ local OC Lead, and MCO marketing teams to develop & update key strategic digital assets aligned to brand strategies capitalizing on GENMED OC strategies.
Support Brand teams in defining the best Omnichannel approach and customer journeys in line with the brands objectives; Implement & drive Omnichannel initiatives in line with Brand plans.
Advances and shares omnichannel measurement plans, selecting KPIs and setting goals targets and measurement milestones. Identify, measure, track and report the effectiveness of each campaign against brand KPIs, to demonstrate the impact of customer engagement and generate a feedback loop to improve the customer experience.
Show clear business outcomes for projects initiated and manage the budget to ensure cost effective spending on digital assets.
Develop a digital content strategy and channel mix to optimize customer interactions.
Manage online campaigns and digital engagement to drive customer awareness to deliver a best-in-class experience for our brands.
Creation of content for marketing campaigns (branded) / brand-focused materials für customer groups/personas
Language skills: High level of English proficiency and communication skill Education: Advanced bachelor's degree in business, life sciences, or a related field · Digital Experience with Customer facing approach and new GTM tactics. · Previous experience in Customer Engagement, omnichannel and/or Marketing (a must) · Experience in driving business and go to market transformation · Experience in a similar role is a plus · Knowledge and experience of innovative methodologies such as scrum, lean start-up, nudge, and design thinking · Creativity and an ability to produce innovative and original ideas. · Strong strategic-analytical and conceptual skills · Ability to take data-driven decisions on priority segments and initiatives for growth (based on customer needs) · Strong negotiation skills and solid experience managing existing external partnerships/ Alliances · Ability and mindset to adapt to new ways of working such as Agile · Builder of trusting relationships across ecosystem with high levels of business partnering and influencing / stakeholder management skills · Role model for PTW behaviors · Strong communication skills
