Customer Engagement

hace 9 horas

Madrid, España AstraZeneca A tiempo completo

The CE&CX HUB Manager is the leader of the Customer Engagement (CE) & Customer Experience (CX) HUB (CE&CX HUB). This team owns the capabilities, tools & processes on which the Customer Experience & Omnichannel strategy is built, and as such, its leader is a key member of the Innovation leadership team in AZ Spain.

This is a professional with a profound knowledge of CX trends and methodologies and also all new digital MKG tools with vision to innovate and integrate physical with digital channels in a truly omnichannel way. It includes managerial responsibility for a team of diverse professionals and requires business partnership with multiple stakeholders including Senior Executive Leaders and top management at country and global level.

**Typical Accountabilities**

**Customer Experience & Digital**
- He/she demonstrates strong intellectual curiosity with an interdisciplinary approach and is responsible to establish an Internal Strategic Consulting mindset, focusing on support business & data-based decision making.
- He/she is responsible for the effective leadership, management, coaching and counselling of the Customer Engagement & Customer Experience HUB Team and leads talent development according to the company needs.
- Has the capacity to understand what to prioritize, and the leadership skills to manage internal stakeholders’ expectations.
- Contributes to marketing effectiveness by identifying short-term and long-range issues that must be addressed together with the CE & Digital BPs.
- He / She is responsible to design, implement, and optimizing customer experience strategies across the organization to drive customer satisfaction and loyalty.

**Strategy & Execution**
- He/she will play an important role in the implementation at scale the global Customer Engagement Strategy (Next Gen) at local level, supporting the business needs and ensuring the coordination with the local technical ecosystem.
- He/she will influence to CDH and GCIT teams the ensure the evolution of the global strategy and tools fit with the local audiences and internal stakeholders (Business Units).
- He/she will ensure the alignment and value proposition for each of the channels, leading towards a next generation customer engagement ecosystem.
- He/she will play an important role in the definition of a Web and Social Media Strategy for health professional and will ensure that content value proposition meets and exceeds HCP expectations. Additionally, He/She will align performance and strategy with the company social media strategy.
- He/she will lead the new HCP website project. He/she will ensure Front-End experience is aligned with brands' needs, Digital & Corporate design principles and expected UX, and will guarantee that system back-end functionalities & components allow such experience.
- He/She will coordinate the implementation of Omnichannel experiences measurement plans: Design KPIs and sets goals, targets and measurement milestones aligned to business and capability building objectives. Measures and reports performance of all digital and omnichannel marketing campaigns and assesses against goals (ROI and KPIs).
- He/She will coordinate GCO Operations Teams (Omnichannel Delivery & Content Factory) ensuring that the service level meets the needs for the CE & Digital Brand Plans implementation.

**Act as an innovation Ambassador through the company**
- Brainstorms new and creative growth strategies through digital and omnichannel marketing.
- Evaluates emerging technologies. Provide thought leadership and perspective for adoption where appropriate.
- Promotes a culture of digital innovation around the organization.

**Cross Functional Collaboration**
- Effectively work across the Commercial interface to successfully build relationships and drive performance collectively through all marketing and sales channels.
- Collaborate with internal teams, and vendor partners to identify new capabilities to optimize the user experience, expanding the omnichannel ecosystem.
- Leads internal and external stakeholder engagement to assess the business need, identify opportunities, and implement and measure solutions.
- Understand how to pair strategy with internal client engagement and external supplier management in a highly regulated environment.

**Vendor & Budget Management**
- Successfully partner with vendors and agencies to ensure the strategy, approaches, and requirements for omnichannel execution are understood and interpreted appropriately for quality delivery and execution.
- Accountable for implementing a plan to maximize briefings, follow up and outcomes from marketing agencies, including day to day management of the TA needs assessment and purchase of services and products to external providers and internal digital factory.
- Coordinates the activities and outcomes of the internal content production in collaboration with the AZ Global teams.

**Team Development**
- Leads and develop a team of highly skilled staff: recruitin

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