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Content & Orchestration Excellence Manager
hace 3 meses
Content & Orchestration Excellence Manager Location: Madrid, Community of Madrid, ES
Description: The Content & Orchestration Excellence role reports to the Omnichannel Strategy Manager in the Customer Excellence department of Abbvie, implementing a significant Advance Customer Experience (ACE) project.
Responsibilities:
Lead omnichannel content and customer journey orchestration excellence at Abbvie.
Define quality standards for content generation and channel orchestration excellence through multiple omnichannel interactions.
Work closely with the marketing and sales teams to ensure that the customer experience (CX) is consistent and satisfactory at all touchpoints.
Identify opportunities for improvement and partner with Business Technology Solutions (BTS) to adopt and influence solutions when required.
Develop and execute content strategy and channel orchestration plan that supports business objectives and enhances the CX.
Monitor and analyze the performance of contents and customer journeys, making recommendations to improve effectiveness.
Generate regular reports and communicate insights.
Stay up-to-date on trends and best practices in content generation and customer journey orchestration.
Develop competencies in Brand Teams (BTs) and cross departments in content generation and channel orchestration areas.
Responsible for the operating model of the channels included in the AbbVie Channel Ecosystem.
Encourage BTs on their orchestration.
Responsible for the content industrialization program across brands seeking efficiencies in quality, cost, and timings.
Oversee the content end-to-end processes, including approval process definition with Med/Reg (Medical and Regulatory).
Develop and execute marketing automation plan.
Support BTs in creating omnichannel orchestration campaigns that drive engagement.
Define Customer Journey creation process with cross-functional departments.
Monitor customer journey performance and make data-driven decisions.
Develop and implement a content strategy roadmap tailored to affiliate Brand Team needs.
Oversee the creation and optimization of digital content.
Support BTs in adhering to the MLOR process.
Qualifications/Requirements:
Bachelor's degree in Marketing, Communications, Business, Technology, or related field.
5+ years relevant experience in Digital Marketing and CX, in Consulting, Creative agencies, or Multinational companies.
Proven abilities in omnichannel content management and customer journeys.
Knowledge of the Pharma environment is appreciated.
Deep knowledge of customer experience and marketing automation.
Advisable knowledge of platforms such as Sales Force Marketing Cloud and Adobe Experience Manager.
Advisable knowledge of content review platforms (e.g., Veeva Vault).
Excellent communication skills at all levels, with peers and senior leaders.
Excellent oral and written English skills.
Ability to work in a team, collaborating with an open mind and transparency.
Strong analytical skills and ability to make data-driven decisions.
Project management skills needed.
Ability to analyze business requirements and translate them into content solutions to support an Advanced Customer Experience.
Job Field: Business Development
Job Type: Experienced
Organization: Commercial
Schedule: Full-time
Travel: Yes, 5% of the Time
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