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Head Of Customer Experience MW739
hace 1 semana
The positionAs a Head of Customer Experience, you will lead the affiliate Customer Engagement transformation into a personalized and omnichannel approach, together with other function within Customer Engagement.
You will be driving the implementation of digital innovation and leading the new way of working to connect the different engagement touchpoints and drive improved customer experience.
With this ambition, you will be the leader of a team of experts in designing integrated engaging experiences for our customers through different channels, with the content and services they are looking for and within a context that suits their needs.
This is a great opportunity for an experienced professional eager to build, create and make an impact in a growing and highly ambitious organization.
Your cross-functional collaboration with our Marketing, Sales, and Medical teams will be instrumental in driving positive interactions and fostering lasting connections.
Your key responsibilities will include:
Drive the Customer Journey planning process by educating and accompanying the teams in the new way of planning engagement journeys by customer segment.
such as new HCP Portal,
new event capabilities, new planning tools, modular content capabilities, etc.
Develop and implements the Customer Experience measurement program to ensure feedback collation and interpretation by touchpoint.
Act as a change agent within the organization, driving change through embedding new planning process into the cross-functional forums.
Ensure leverage to all channel opportunities, developing an intentional Channel strategy including field and non-field component (e.
G. hybrid customer journeys, e-reps, native advertisement, SEO and SEM strategy and others)Lead a Customer Experience team that will drive cross-functional Customer Engagement plans and orchestration for key customer segments across brands and therapeutic areas.
QualificationsTo be successful in this role,
we are looking for candidates with the following qualifications:Degree or equivalent in Business Administration, Lifesciences, Engineering or similar required. MBA or master's degree in digital Capabilities desirable.3-5 years of experience in a management role within customer engagement / commercial / marketing / strategic consultancy with a solid understanding of the pharmaceutical marketplace
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