Customer Experience Delivery Manager

Posted:
10/8/2024, 9:46:16 AM

Location(s):
Ontario, Canada ⋅ Mississauga, Ontario, Canada

Experience Level(s):
Senior

Field(s):
Customer Success & Support

The newly formed Digital Fuel Team 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 Accelerator team (formerly called Global Digital Hub) is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines portfolio in markets outside the US with no local sales, marketing & medical resources. This team has a clear and exciting mission ‘to deliver 5-10% impactable sales as demonstrated through marketing mix modelling’. To achieve this mission, the team are focused on two strategies:

Flawlessly execute & optimise omnichannel campaigns aligned to Global & Regional strategic priorities Pioneer new customer engagement approaches to deliver our mission & serve as ‘test bed’ for scale

We are looking for an experienced and passionate digital marketer to lead and support the implementation and the execution of omnichannel campaigns for Relvar and Anoro in selected EU Countries. This role will report to the ‘Senior Customer Experience Delivery Manager’ and is going to be key member of the agile Scrum Team supporting Relvar & Anoro to successfully deliver the team’s mission.

Key responsibilities:

Support Senior Customer Experience Delivery Manager in the execution of omnichannel integrated campaigns for assigned brands in a timely manner, with clear customer segmentation and targeting

Work closely with assigned Medical Affairs Managers within the Accelerator Team to plan and execute the campaigns, including implementation of DDCx user journeys and content planning across broader channel mix

Manage x-matrix stakeholders and third parties to execute flawlessly, including MOC, 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 D&A 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

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:

  • Mindset

Agile and entrepreneurial mindset with problem solving attitude to impactfully develop new way of working and processes

  • Capability
    • Knowledge of Asthma and COPD competitive landscape in one or more EU countries
    • Experience of 3rd party marketing channels & platforms for HCPs
    • Proven track record of omnichannel marketing execution, including direct involvement in content & media planning, working closely with third party media suppliers.
    • Experience in working with modular content
    • Good Project planning skills
    • Experience implementing omnichannel campaigns
    • Experience analysing data & analytics to distil insights to optimise marketing campaigns
  • Stakeholder Management
    • Partner closely with production agency, medical affair managers and 3rd party agencies to drive timely plan execution
    • Partners closely with subject matter experts to seek necessary input & collaboration, i.e. compliance, medical etc.
  • Outside-In
    • Demonstrates strong customer focus and awareness of digital industry trends

Why You?

  • Experience working with Rx brands preferably withing respiratory primary care market
  • 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

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.

GSK is an equal opportunity employer committed to diversity and inclusion.  We welcome applications from all qualified individuals to apply to our career opportunities. GSK is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at [email protected].  Please do not send resumes to this e-mail and instead apply through the online application process of this posting.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.