Description:
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 organisation, executing digital-only customer experiences across the General Medicines portfolio in markets outside the US with no local sales, marketing & medical resources.
We are looking for an experienced and passionate marketer to lead the design, implementation and ongoing analysis & optimisation of agreed General Medicines brands across Performance Emerging markets. Moreover, the role will play a critical role, supporting the EM CX Director 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 an exciting 12 month secondment that will in turn see the successful candidate acquire new omnichannel marketing skills and experiences that will strongly support their onward career development aspirations.
This role will report to the ‘CX Director, Emerging Markets” and will be a key member of the Digital Hub EM Agile Scrum Team, successfully delivering against clear commercial & medical Regional performance targets
Your Key Responsibilities Will Include
- Support the execution of omnichannel integrated campaigns for priority General Medicines 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 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
Why you?
Basic Qualifications:
We are looking for professionals with these required skills to achieve our goals:
- Previous experience in managing pharma prescription brands at LOC level
- Experience of GSK and 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 and Stakeholder management skills
- Understanding of local pharmaceutical codes and regulations
- Experience implementing GSK DDCx User Journey catalogue
- Experience analysing data & analytics to distil insights to optimise marketing campaigns
- Partner closely with MOC, medical affairs 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. legal etc.
- Demonstrates strong customer focus and awareness of digital industry trends