Customer Experience Manager

hace 3 meses

Sant Cugat del Vallès Barcelona provincia, 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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