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Customer Experience Manager
Il y a 2 mois
The Customer Experience Manager is responsible for creating customer centric omnichannel campaigns for both HCPs (Healthcare Professionals) and Consumers through a thorough understanding of both offline & digital touchpoints. You will report to the Business Unit Head of the assigned Therapeutic Area and will be part of the Customer Experience Community. At the Business Unit level, you will be working in tight collaboration with the Brand Manager and the Content Manager while being an active member of the CX Community for best practices and learnings sharing in your expertise. You will act as an ambassador to spread the omnichannel mindset at all level of the Business Unit.
key responsibilities
As a Customer Experience Manager, you will:
Work on focused projects. The projects are identified based on the strategic objectives and tactics defined in the brand plan as well as opportunities popping up aiming to maximize the brand growth,
Create & develop end-to-end, customer centric campaigns – based on customer behaviours, data and insights that are translated into your campaigns;
Need a perfect understanding of the HCP and Consumers media landscape in order to build those customer centric campaigns, including both offline & digital touchpoints,
Build those campaigns leveraging Paid, Owned or Earned Media and will manage collaboration with external agencies, such as media & publishers;
Monitor and Report performance of the campaigns, to continuously build learnings and finetune our preferred content and channels for the target customers (HCPs and/or Consumers);
Work closely with the Brand Manager who is the guardian of the brand strategy, the Content Manager who is the expert on content mapping, creation and A/B testing, and the Channel Deployment manager to use the appropriate GSK Supported tools, and liaise with the cross-functional teams (Sales, Marketing, Medical),
Share best practices & learnings, raise challenges within the Customer Experience Community in the BeLux LOC (Local Operating Company)
qualifications
Why you?
Basic Qualifications
Bachelor or University degree or equivalent experience in Business, Marketing, Digital, Communication, Economics;
5+ experience in digital marketing;
Experience of planning and executing 360° marketing campaigns (digital & offline)
Excellent analytical skills and result-oriented;
Strong communication, presentation and teaching skills;
Strong organizational skills;
Team player with effective networking, collaboration and engagement skills;
Fluent communication skills in English, French and/or Dutch.
Preferred Qualifications:
Passion and previous experience in the Pharmaceutical industry;
Experience with brand planning processes and translating strategy into execution is an added value,
Agile and innovative thinking,
Good grasp of new trends and consumer insights
Experience navigating a complex matrix organization
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