Job title:
Customer Experience Delivery Manager – 12 month contract
Company
GlaxoSmithKline
Job description
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 Digital Fuel Accelerator Team 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 Customer Experience Delivery Manager to lead the design, implementation and ongoing analysis & optimisation of agreed brands across selected European Countries. Moreover, the role will play a critical role, supporting the Customer Experience Lead 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 is a 12 month contract based at our GSK London HQ.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 webpageIn this role you will
- Support the execution of omnichannel integrated campaigns for priority market/brands across EU in a timely manner, with clear customer segmentation and targeting.
- Work closely with assigned Medical Affairs Managers within the Digital Fuel Accelerator 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 Fuel Accelerator.
- Own the development, implementation & continuous optimization of customer-centric digital framework
Why you?Basic Qualifications & Skills:We are looking for professionals with these required skills to achieve our goals:
- Experience working with Rx brands at local or global level
- 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
- Excellent internal engagement skills – building credibility with, and insights through, a strong internal network of key stakeholders
- High accountability & track record of successfully delivering critical complex projects
Closing Date for Applications – Friday 18th October 2024 (COB)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.Why GSK?Uniting science, technology and talent to get ahead of disease together.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. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
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.
As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.
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Expected salary
Location
London
Job date
Sun, 13 Oct 2024 06:27:12 GMT
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