Customer Experience Manager Oncology

Il y a 7 mois

Brussels, Belgique MSD Temps plein

**Customer Experience Manager Oncology (CeX)**

As a Customer Experience Manager, you will be responsible for generating new ideas on how to incorporate digital marketing in driving Oncology Business Unit strategy and how to improve the customer user experience for our different stakeholders.

You will be focusing on using digital tools to design and execute tactics/ key messages to Healthcare Professionals and Health Care Consumers and develop end-to-end campaigns from awareness to conversion and help move communication strategy from push marketing to relationship creation to achieve set objectives and support the growth of the franchise.

As part of the CX squad, you will closely collaborate within a matrix organization, especially with Marketing, Medical, Sales, Market Access, Finance, in addition to keeping close contact and aligning strategy and tactics with Oncology Business Unit. The Customer Experience Manager will directly report to the Oncology Business Unit and dotted line to the Customer Experience Lead.

Customer Experience Manager role responsibilities will include, but will be not limited to:

- Digital:_
- Research and implement the relevant digital channels that could be used to measure customer sentiment and engagement.
- Collaborate with vendors/IT Hub to automate data capture methodologies.
- Work with other countries to share best digital practices and bring them to Belgium.
- Business Management:_
- Leverage different marketing channels to drive commercial success and franchise growth.
- Implement omnichannel marketing / digital marketing branded and non-branded campaigns.
- Co-create and follow-up with the Customer Experience team a digital / media strategy.
- Analyze local market opportunities and identify commercial opportunities.
- Support Sales Team to co-execute the strategy and tactics.
- Develop the digital strategy and tactical deliverables for country business plan.
- Customer Focus:_
- Understand and manage the customers barriers and drivers, continuously collect customer needs.
- Understand where & how to get the customer data, be able to manage & analyze data.
- Work closely with internal stakeholders to create user centric communications.
- Capacity_
- 80% of the capacity is dedicated to campaigns and execution on Oncology therapeutic area
- 20% of the capacity is dedicated to the CX squad for cross BU projects to continue digital acceleration, best practice sharing.
- Qualifications, Skills & Experience Required:_
- University degree required (bachelor a minimum) from accredited university, preferably in marketing, digital marketing, communication or a comparable qualification.
- More than 3 years of experience within digital landscape
- Strong understanding of possibilities in the digital landscape
- Ability to meet deadlines while managing multiple projects
- Self-organized and structured, with the ability to define your own tasks
- Experience with Agile processes and methodologies is a plus
- Result oriented attitude and an eye for detail
- Digital savvy and creative mindset to find innovative solutions
- Strong communicative skillset
- Strong teamwork skills
- Out-of-the box thinking, ability solving complex problems
- Demonstrated ability to understand, learn science and translate it to the relevant communication
- A genuine interest in healthcare and desire to be key stakeholder in discussion on improving it.
- Excellent written, analytical and communication skills in Dutch and/or French and English.

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
**Shift**:
**Valid Driving License**:
**Hazardous Material(s)**:
**Requisition ID**:R242821

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