Customer Experience Manager

hace 1 semana


Sant Cugat, Barcelona, España Boehringer Ingelheim España, S.A. A tiempo completo

Customer Experience Manager:


Dentro del área de Business Operations, reportando directamente al Head de Go-to-Market (GTM), el/la "Customer Experience Manager" será responsable de liderar la estrategia de los canales a su cargo velando por una óptima experiência del cliente, asegurando la captura de datos y generación de insights.


Tareas y responsabilidades:

  • Definición de la estrategia y governance de los canales digitales a su cargo para garantizar la máxima experiência de los clientes asegurando la captura de datos y generación de insights accionables
  • Velar por una óptima experiência integrada del cliente en los distintos puntos de contacto.
  • Colaborar crossfuncionalmente para definir e implementar actividades omnicanales
  • Identificar oportunidades para innovar y evolucionar los modelos de interacción con los profesionales sanitarios, utilizando tecnologías digitales y soluciones multicanal
  • Analizar y medir continuamente la efectividad de los canales de comunicación existentes y proponer mejoras basadas en datos. Conversión, trazabilidad y ROI
  • Gestión, seguimiento y optimización de presupuesto
  • Networking interno y externo focalizado en los canales y proyectos asignados
  • Control de creatividades y contenido digital (usabilidad, formatos, rich media )
  • Benchmark de canales e iniciativas digitales para incorporar nuevas tendencias
  • Interlocución con diferentes áreas de la compañía a nível nacional e internacional en proyectos transversales.
  • Consolidar el acceso de Core Teams y Customer Facing Roles a información de valor y contribuir a la mejora de las interacciones con clientes.
  • Punto de contacto con el equipo GTM Corporativo para los canales y proyectos asignados.

Requisitos:

  • Formación Universitaria. Preferiblemente en ADE, Marketing, Comunicación o Publicidad
  • Posgrado o Máster en Comunicación y/o Marketing Digital
  • Experiência valorable de 3 años en función similar. Muy recomendable conocimiento del sector salud o farmacéutico.
  • Apasionado/a por las nuevas tecnologías y plataformas digitales y fuerte mentalidad innovadora.
  • Persona con alta capacidad de comunicación (verbal y escrita), acostumbrado/a trabajar de forma cross funcional y a relacionarse con diferentes perfiles y grupos de trabajo multidisciplinares
  • Mentalidad customer céntrica, con alta capacidad de comunicación y transformación, y resiliencia
  • Imprescindible nível alto de inglés


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