Customer Experience Delivery Manager

Job description

Nombre del sítio: UK - London - Brentford
Fecha de publicación: Feb 27 2024

The newly formed CX & Data organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. ​We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact. The Global Digital Hub is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines & Vaccines portfolio in markets outside the US with no local sales, marketing & medical resources.

We are looking for an experienced and passionate Brand Manager to lead the design, implementation and ongoing analysis & optimisation of agreed brands across selected Emerging Market Countries. Moreover, the role will play a critical role, supporting the Associate Director – Customer Experience to play back key data and insights to business stakeholders in Global, Regional and Local teams to drive action in the pursuit of a much improved customer experience and higher performance impact.

This role will report to the ‘Associate Director – Customer Experience - EM” and will be a key member of the Digital Hub Team, successfully delivering against clear commercial & medical Regional performance targets.

We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme.

We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work.

Discover more about our company wide benefits and life at GSK on our webpage Life at GSK | GSK

*This role is a 1 year contract*

In this role you will

·  Support the execution of omnichannel integrated campaigns for priority market/brands across EM in a timely manner, with clear customer segmentation and targeting.
·  Work closely with assigned Medical Affairs Managers within the Digital Hub team to plan and execute the campaigns, including implementation of DDCx user journeys and content planning across the broader channel mix
·  Manage x-matrix stakeholders and third parties to execute flawlessly, including media agencies and relevant Regional and Local stakeholders in the LOCs.
·  In alignment with global & General Medicine analytics framework, execute (or lead vendor to execute) tagging of content and campaigns to track usage and effectiveness for improvement. Provide instructions for tagging across all campaign collaterals.
·  Carry out monthly campaign performance analysis, analysing all relevant data sets, distilling key insights and recommending actions for optimisation ready for presentation to snr management as part of ongoing agile sprint retrospectives.
·  Work with scrum masters to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including new functionalities & channels.
·  Manage content and activity demand forecasting and prioritization process with 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance
·  Manage digital vendors, translation vendor, carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Hub.
·  Own the development, implementation & continuous optimization of customer-centric digital framework

Why You?

Basic Qualifications

We are looking for professionals with these required skills to achieve our goals:

·  BSc (or equivalent) in a Marketing or Economics specialism
·  Experience working with Rx brands at local or global level in an account management style role
·  Digital Marketing degree or equivalent with significant experience in omnichannel execution of content and user journeys
·  Understanding of customer segmentation & targeting
·  Hands on experience of content development and copy approval, i.e. Content Lab

Preferred Qualifications

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

·  High accountability & track record of successfully delivering critical complex projects
·  Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders

Closing Date for Applications – 12th March 2024

Please take a copy of the Job Description, as this will not be available post closure of the advert. 
When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

Como empresa impulsada por nuestros valores de enfoque al paciente, transparencia, respeto e integridad, sabemos que la inclusión y la diversidad son esenciales para que podamos tener éxito. Queremos que todos nuestros colegas prosperen en GSK, brindando sus experiencias únicas, asegurándonos de que se sientan bien y que sigan creciendo en sus carreras.  Como candidato para un papel, queremos que usted se sienta de la misma manera.

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