Customer Experience Manager
il y a 1 semaine
Site Name:
Belgium-Wavre
Posted Date:
Apr
The Customer Experience Manager - in close collaboration with the Brand Manager & the Channel Deployment Manager - has been installed to create the steepest growth curve for our priority.
The Customer Experience Manager - thanks to the knowledge of channel preference & analytical skills - is responsible for creating end-to-end, customer centric User Journeys through a good understanding of both offline & digital touchpoints and leverage.
Your Responsibilities:
As a Customer Experience Manager, you'll report to the Sr Customer Experience Manager (HPO Team) and will
- Work through
sprint focused projects. The sprints are identified based on the activities and customer journeys defined
in the brand plan as well as opportunities popping up aiming to maximize the brand growth, - Create & develop
endtoend, customer Centric Users journeys based and in line with the customer needs through a good understanding of both offline & digital touchpoints,
Track performance of activities, customer journeys & respective channels to continuously finetune our preferred content and channels for my customers by using and analyzing the
data
:
- Work closely with the
Brand Manager to be aligned with the strategy and the
Channel Deployment manager & the
MOC to use the appropriate GSK Supported tools, and liaise with the crossfunctional teams (Sales, Marketing, Medical),
Own a specific channel, and act towards other colleagues as expert & point of reference for that specific channel,
- Share
best practices & learnings with other CX Manager in the LOC and and an active member of the brand's XF team. - Work in close collaboration with both the
Content Manager and the
Brand Manager to define what materials need to be developed as part of the
User Journeys
_ Why you?_
Basic qualifications:
- We are looking for professionals with following basic skills & mindset to help achieve our goals:_
- Bachelor or University degree or equivalent experience in Marketing, Communication, Economics or other specialty relevant to the job,
- Prior pharmaceutical sales experience,
- Strong communication and engagement skills,
- 3+ Experience using digital channels to deliver marketing plan & creating and driving customer journeys,
- Experience with brand planning processes and translating strategy into execution is an added value,
- Team player with effective networking, collaboration and engagement skills
- Fluent communication skills in English, French and/or Dutch,
Preferred Qualifications:
- If you have the following characteristics, it would be a plus:_
- Able to multitask,
- Ability to lead crossfunctional matrix working,
- Flexible thinking and ability to continuously innovate,
- Excellent presentation and teaching skills,
- Effective communication skills,
- Strong organizational skills.
- Li-GSK
_ Why GSK?_
- Our values and _expectations are_ at the heart of everything we do and form an important part of our culture._
- Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.
- Implementing change initiatives and leading change. Sustaining energy and wellbeing, building resilience in teams.
- Continuously looking for opportunities to learn, build skills and share learning both internally and externally.
- Developing people and building a talent pipeline. Translating strategy into action a compelling narrative, motivating others, setting objectives and delegation.
- Building strong relationships and collaboration, managing trusted stakeholder relationships internally and externally.
- Budgeting and forecasting, commercial and financial acumen.
If you have a disability and require assistance during the course of the selection process, you will have the opportunity to let us know what specific assistance you require in order to make suitable arrangements.
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.
Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.
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 workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy.
We're committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.
**Important notice-
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