Purpose

The Digital Operation Manager will be responsible for developing and executing a comprehensive digital omnichannel strategy to enhance customer engagement and drive brand growth, profitability and competitive performance ensuring seamless integration across all customers digital touchpoints.

In this role You will

• Collaborate with cross-functional teams to deliver personalized and consistent experiences across various digital platforms and channels (e.g. web, mobile, social media, email, webinars) for Commercial and Medical teams, including field force.

• Operate as digital manager of an EU Tier 1 markets (Italy), ensuring that cost effective and innovative digital omnichannel solutions are delivered to the market in alignment with the business strategy, prioritizing their introduction and adoption.

• Be responsible for digital operations and for the support to omnichannel Business Plans execution, leveraging global and local enablers to maximize business impact, reporting proactively key opportunities, risks and challenges to the Digital&Tech Head and other key Commercial and Medical stakeholders.

• Be responsible for deploying AI global solutions to accelerate business growth and competitive advantage according to local transformation plans and AI solutions strategy.

Key Accountabilities

The Digital Operation Manager will be responsible for delivering against digital, data and AI strategy according to business priorities and Business Plans, including the followings:

• Execution of a Digital strategy: contribute to developing and executing a cohesive digital omnichannel customer engagement strategy to enable GSK’s business priorities and goals; identify and activate key digital channels and touchpoints to optimize user journeys and customer engagement, including enhancement to existing tools.

• Coordination of a team to:

  • Plan, execute, and manage digital omnichannel campaigns and Commercial and Medical user journeys across multiple channels.

  • Design and deliver a personalized, seamless, and engaging Customer Experience across all digital channels and touchpoints.

  • Utilize customer and performance insights & analytics to continuously enhance the user journeys, customer satisfaction, and customer journey progression.

  • Manage digital operations on marketing automation platforms, CRM and other field force systems/digital tools to deliver business performance and impact.

• Benefits realization: Key contributor to ensure that investments in digital, analytics, and omnichannel are delivering expected business value, and that effective change management is in place as part of solution deployments.

• Ensure the implementation of the Agile approach to deliver business value against timelines, quality, compliance (security, risk management policies and external regulatory requirements), and cost.

• Build relationships and influence key partners in Global and EU Digital & Tech teams to support deliveries critical to the market.

• Innovation and transformation: Identify emerging technologies, trends, and opportunities, including partnering with external vendors, to drive digital and omnichannel innovation and transformation.

• Talent development: Build and nurture a high-performing digital and technology team, fostering a culture of collaboration, innovation, and continuous learning.

Why You?

Essential qualification:

• Bachelor’s degree in Computer Science, Information Technology, Data Science, Digital Marketing, or a related field. Master’s degree highly preferred.

• Relevant experience in digital solution implementation and/or digital omnichannel strategy and execution and proven track record of managing successful digital marketing campaigns and customer engagement operations across various channels, including via a field force.

• Understanding of customer journey mapping and segmentation, user journey implementation, and content/experience personalization techniques.

• Established experience with digital technologies, including social media, artificial intelligence, and data analytics, Project management and Agile methodology skills.

• Experience in building and leading teams.

• Fluency in English and Italian.

Preferred qualification:

• Proficiency in digital marketing tools and platforms, including marketing automation, CRM, analytics, and social media management in the Healthcare/Pharma space.

• Experience in Agile and DevOps models for digital product development

• Ability to provide recommendations to influence decisions and define tactical solutions.

Closing Date for Applications – 6th September 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.

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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.

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