Customer Experience Delivery Manager - LATAM

Job description

Nombre del sítio: Brazil - Rio de Janeiro
Fecha de publicación: Feb 21 2024

This role will be based in Brazil and will serve Latin America countries, such as Colombia, Argentina and other markets.

The newly formed Customer Experience (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 organization, executing digital-only customer experiences across the General Medicines portfolio in markets outside the US with no local sales, marketing & medical resources.

Your Responsibilities: 

This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are:

· 
Support the execution of omnichannel integrated campaigns for priority General Medicines market/brands across Emerging Markets 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 (Data Driven Customer Experience) user journeys and content planning across the broader channel mix.

· 
Manage x-matrix stakeholders and third parties to execute flawlessly, including MOC (Marketing Operations Centre) media agencies and relevant Regional and Local stakeholders in the Local Operating Country.

· 
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, analyzing all relevant data sets, distilling key insights and recommending actions for optimization ready for presentation to snr management as part of ongoing agile sprint retrospectives.

· 
Work with D&A (Data and Analytics)  lead and 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 MOC and 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 characteristics to achieve our goals:

· 
Degree in Marketing, Digital Marketing or related;

· 
Strong 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;

· 
Experience in Marketing or related areas in Pharmaceutical Industry;

· 
Strong Knowledge in campaigns Data & Analytics;

· 
Experience in people management.

· 
Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services;

· 
Fluent English

Preferred Qualifications:

However, if you have the following, it would be a plus:

· 
Experience with Omnichannel.

· 
Advanced Spanish.

If you feel this is your next career move, please apply up to March 7th!

Why GSK?

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 place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
 

Attention: Mandatory Vaccination against COVID-19 at GSK

Since the beginning of the pandemic, we have implemented numerous measures aimed at protecting everyone against COVID-19, as well as following the guidelines of the authorities with discipline.
As a science-led healthcare company and a world leader in Vaccines, GSK plays an important role in disease prevention. We believe that vaccination against COVID-19 is the most effective way to stop the contamination and spread of new variants of the coronavirus. Only mass immunization protects everyone in the community and reduces the risk of contagion.
In this context, GSK has taken the decision to require all employees to be fully vaccinated against COVID-19. Therefore, the presentation of the vaccination certificate against COVID-19 will be one of the requirements during the admission process.

Aviso importante a las empresas o agencias de empleo

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