Head of Global Unified Customer Engagement
hace 2 semanas
At VIATRIS, we see healthcare not as it is but as it should be.
We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.
Viatris empowers people worldwide to live healthier at every stage of life.We do so via:
Access - Providing high quality trusted medicines regardless of geography or circumstance;
Leadership - Advancing sustainable operations and innovative solutions to improve patient health; and
Partnership - Leveraging our collective expertise to connect people to products and services.
Our global portfolio includes best-in-class, iconic brand-name products as well as global key brands; generics, including branded and complex generics; and other offerings across a wide range of therapeutic areas.
For those driven to live their lives with purpose, Viatris helps employees realize their full potential by creating a collaborative culture that fosters courage and resilience.
The Role & What You Will Be Doing
Reporting to You will be responsible to maximize value to the Customers and Viatris through an integrated digital value proposition that drives measurable customer engagement & actions.
Ensure the alignment & connectivity of all internal functions, technical components & channels, and their integration around the customer (also with offline efforts).
Champion the customer perspective on everything we do and ensure prioritization & standardization of our actions accordingly (DIAD process).This shall result in optimizing Sales & Marketing effectiveness & to maximize the growth of the broad Viatris portfolio I/M/T (Investment/Maintenance/Tail).
Every day, we rise to the challenge to make a difference and here's how the Global Head of Unified Customer Engagement & Digital Channels role will make an impact:- Maximization of the "Value to customers"
- Define & describe the Viatris integrated channel value proposition to customers considering the IMT brand classification as a key element
- Development and effective implementation of "Online" and "Offline" integrated customer journeys
- Drive channel engagement maximization for individual channels (6 core channels) and progress towards channel combinations
- Incorporate practical functionality to the channels how can a channel practically help a customer perform their function?
- Guide the specific "content formats" development adjusted to maximize customer impact for each specific channel and brand (Investment brands). Effective deployment to countries (Playbooks) in close cooperation with global marketing (brand equity/digital marketing team)
- Drive Customer Engagement and measure performance
- Channel/Functions connectivity, integration, and harmonization (also with offline sales force efforts).
- Coordinate collaboration of functions (technical, marketing, sales, IT, countries) & technical components integration (e.g. SFID, SFA, OC Enablement, IT, Data/Analytics) behind the strategic objective and around the "maximization of customer impact"
- Collaborate with marketing for "tail brands" and nonvisited customers, and for Website's harmonization
- DIAD process (Digital Intake & Delivery Process)
- Adjust the DIAD scope, process, and governance to effectively oversee all "Digital marketing" projects in order to drive:
- Strategic alignment à Brand plan -Value to Customer
- Value to Viatris
- Technical compatibility à Build on / develop existing technical infrastructure
- Executional consistency à Customer centricity
- Online/Offline
- Compliance assessment/confirmation
- Define evaluation and clearance times to the shortest possible and clearly communicate to all internal customers
- Experience within the described professional scope. Omnichannel communication, digital channels, gotomarket strategy, customer engagement, field force operations, and commercial analytics.
- Experience having a direct interface with Local Leadership Team members and country commercial
- Expertise in Pharma Industry, Marketing/Digital Marketing, Sales, Commercial Analytics, and reporting
- Market channels and customers' commercial knowledge
- Experience deploying and operationalizing infield digital communication channels, multichannel, Omnichannel solutions, and customer journeys.
- Experience maximizing the impact of digital content across various digital channels
- Experience with digital infrastructure, platforms, and systems.
- Experienced in sales and (or) marketing management for several years, if possible, at local level to understand the local business requirements. Having worked as a sales rep would be of advantage.
- Experience with all relevant regulatory and compliance aspects within the omnichann
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