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Mô tả công việc
*Job Purpose
The Omnichannel (OC) Lead will lead a team of 5-10 to drive the OC transformation across the organization. He/she will support the design of OC campaigns, drive the deployment of new channels or platform and development of innovative content, and monitor campaign effectiveness to provide best-in-class customer experience through OC excellence.
*Key Responsibilities
This Omnichannel (OC) Lead role will provide the opportunity to lead key activities to progress career. These responsibilities include some of the following:
OC Strategy and Roadmap
- Understands and implements organization's OC vision, strategy, and roadmap, acting as a trusted advisor to ensure seamless & integrated customer experience
- Leads the strategic design, and delivery of OC customer experiences, working closely with the Brand, Marketing, Field Force & Medical teams
- Supports the development of data-driven, personalized customer journeys and monitors its implementation
Oversees the content strategy and supports personalization of content based on local HCP needs/preferences.
- Shares inputs to evolve OC approach to customer engagement by enabling the right capabilities that facilitate a fully integrated channel & content strategy.
- Advocates OC best practices across the organization, ensuring continuity, unified messaging, and a quality customer experience across all OC touchpoints
Cross-functional Collaboration and Stakeholder Management
- Works closely with BUDs / country leadership team to align on OC strategy and roadmap with overall business objectives, and monitor progress against defined targets
- Partners with relevant local and regional teams to evaluate and implement the digital solutions that enables seamless customer engagement
- Defines and co-develops integrated campaign strategies and channel strategies with the brand teams, to support brand objectives
- Acts as a bridge between Business and Tech, translating the business requirements into technology builds and oversees the development of suitable Tech solutions to help meet business needs
Customer Insights & Analytics
- Shares recommendations on customer experience KPI tracking, and reporting based on the local context aligned with defined business objectives; supports in optimizing OC performance and maximizing the outcomes
- Tracks and shares external trends with relevant teams to further enhance GSK's OC ambition; collaborates with Marketing to develop innovative, effective, and efficient solutions that cater to evolving market dynamics
- Maintains oversight of evolving marketplace conditions as well as the competitive landscape; continuously seeks and leverages innovative customer engagement techniques to bring new ways of thinking/CX mindset to the brand teams
- Responsible for monitoring the performance and effectiveness of OC campaigns in the LOC
Project Management
- Manages the projects for key OC initiatives; develops project plans and coordinates local marketing execution based on defined strategy and KPIs
- Provides strategic guidance and supports the implementation of the OC plans, ensuring strict compliance with local guidelines
- Manages issues/concerns/risks related to OC execution and ensures its timely resolution
The Omnichannel (OC) Lead will lead a team of 5-10 to drive the OC transformation across the organization. He/she will support the design of OC campaigns, drive the deployment of new channels or platform and development of innovative content, and monitor campaign effectiveness to provide best-in-class customer experience through OC excellence.
*Key Responsibilities
This Omnichannel (OC) Lead role will provide the opportunity to lead key activities to progress career. These responsibilities include some of the following:
OC Strategy and Roadmap
- Understands and implements organization's OC vision, strategy, and roadmap, acting as a trusted advisor to ensure seamless & integrated customer experience
- Leads the strategic design, and delivery of OC customer experiences, working closely with the Brand, Marketing, Field Force & Medical teams
- Supports the development of data-driven, personalized customer journeys and monitors its implementation
Oversees the content strategy and supports personalization of content based on local HCP needs/preferences.
- Shares inputs to evolve OC approach to customer engagement by enabling the right capabilities that facilitate a fully integrated channel & content strategy.
- Advocates OC best practices across the organization, ensuring continuity, unified messaging, and a quality customer experience across all OC touchpoints
Cross-functional Collaboration and Stakeholder Management
- Works closely with BUDs / country leadership team to align on OC strategy and roadmap with overall business objectives, and monitor progress against defined targets
- Partners with relevant local and regional teams to evaluate and implement the digital solutions that enables seamless customer engagement
- Defines and co-develops integrated campaign strategies and channel strategies with the brand teams, to support brand objectives
- Acts as a bridge between Business and Tech, translating the business requirements into technology builds and oversees the development of suitable Tech solutions to help meet business needs
Customer Insights & Analytics
- Shares recommendations on customer experience KPI tracking, and reporting based on the local context aligned with defined business objectives; supports in optimizing OC performance and maximizing the outcomes
- Tracks and shares external trends with relevant teams to further enhance GSK's OC ambition; collaborates with Marketing to develop innovative, effective, and efficient solutions that cater to evolving market dynamics
- Maintains oversight of evolving marketplace conditions as well as the competitive landscape; continuously seeks and leverages innovative customer engagement techniques to bring new ways of thinking/CX mindset to the brand teams
- Responsible for monitoring the performance and effectiveness of OC campaigns in the LOC
Project Management
- Manages the projects for key OC initiatives; develops project plans and coordinates local marketing execution based on defined strategy and KPIs
- Provides strategic guidance and supports the implementation of the OC plans, ensuring strict compliance with local guidelines
- Manages issues/concerns/risks related to OC execution and ensures its timely resolution
Yêu cầu
*Experience & Educational Qualifications:
- Bachelor's Degree in Marketing or any other related discipline. MBA preferred.
- 15+ years of directly related or relevant experience, preferably in omnichannel marketing, digital marketing, or customer engagement. Diverse industry experience will be preferred. Experience of digital transformation and strong leadership acumen is expected.
*Preferred Certifications:
- Digital Marketing Certifications
- Data Analytics Certifications
- Project Management Certifications
*Skills & Knowledge:
Technical Skills:
- Experience Management
- Channel Strategy & Management
- Comms. Strategy & Planning
- Campaign Design & Planning
- Performance Analysis
- Customer Solutions Designing
- Content Strategy
- Digital Marketing
- Marketing Analytics & Customer Insights
- Biz Tech
- Behavioral Skills:
Leadership Skills
- Team Management
- Coaching and Mentoring
- Effective Communication
- Solution Oriented
Tools Knowledge:
- MS Office suite
- Web Analytics tools like Google Analytics
- CRMs like Veeva, Salesforce
- Marketing automation tools like SFMC, Pardot
#OCLead
- Bachelor's Degree in Marketing or any other related discipline. MBA preferred.
- 15+ years of directly related or relevant experience, preferably in omnichannel marketing, digital marketing, or customer engagement. Diverse industry experience will be preferred. Experience of digital transformation and strong leadership acumen is expected.
*Preferred Certifications:
- Digital Marketing Certifications
- Data Analytics Certifications
- Project Management Certifications
*Skills & Knowledge:
Technical Skills:
- Experience Management
- Channel Strategy & Management
- Comms. Strategy & Planning
- Campaign Design & Planning
- Performance Analysis
- Customer Solutions Designing
- Content Strategy
- Digital Marketing
- Marketing Analytics & Customer Insights
- Biz Tech
- Behavioral Skills:
Leadership Skills
- Team Management
- Coaching and Mentoring
- Effective Communication
- Solution Oriented
Tools Knowledge:
- MS Office suite
- Web Analytics tools like Google Analytics
- CRMs like Veeva, Salesforce
- Marketing automation tools like SFMC, Pardot
#OCLead
Quyền lợi
International training opportunities
Laptop for each employee
All local legal required benefits
Laptop for each employee
All local legal required benefits
Thông tin khác
Ngày Đăng Tuyển
18/09/2023
Cấp Bậc
Giám Đốc và Cấp Cao Hơn
Ngành Nghề
Dược Phẩm/Công nghệ sinh học, Marketing, Dược sĩ
Lĩnh vực
Dược phẩm
Kỹ Năng
Customer Experience Management, Digital Marketing, Leadership, Content Strategy, Team Management
Ngôn Ngữ Trình Bày Hồ Sơ
Tiếng Anh
Thông tin chung
- Ngày hết hạn: 18/10/2023
- Thu nhập: Thương lượng
Giới thiệu công ty
Xem trang công ty
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.
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