Omnichannel Experience Lead

hace 6 meses

Madrid, España MSD A tiempo completo

**Job Description**:
Lead the omnichannel customer experience strategy in the Oncology Unit, positioning our company as the first in the minds of our stakeholders.

**Main Responsibilities**:
ENVIRONMENT & CUSTOMER UNDERSTANDING:

- Constant understanding of the oncology environment and market through active and continuous listening exercises, both within and outside the company.
- Understanding customers through external sources and analysis to understand them based on their characteristics (customer clustering).
- Identification of patterns, levers, and barriers in the environment, with a focus on anticipating trends that impact our customers.
- Analyze the value propositions of competitors to position our company appropriately against competitors and future trends.

CUSTOMER EXPERIENCE:

- Responsible for aligning the customer experience strategy in the organization, coordinating with customer engagement and data strategy. Ensure the audience's vision is represented within the Unit.
- STRATEGIC CONSULTANT with a CUSTOMER FOCUS:

- Internal strategic consultancy in oncology: identification of questions that need to be answered through information analysis.
- Define, together with the Customer Engagement & Data Strategy team, the omnichannel strategic plan and information based on business needs and existing sources that cover identified gaps.
- Single point of contact between the oncology organization and specialized teams in advanced analytics and market research in subsidiaries.

TEAM DEVELOPMENT DIGITAL:

- Maximize capabilities within the digital and data ecosystem defined in our company's data.
- Identify analytical and strategic thinking capabilities to develop in teams of the oncology unit with a digital focus.
- Ensure accessibility and proper use of information to maximize its utilization in generating insights and making corresponding decisions, as well as evaluating the environment and competitive intelligence.
- Standardize KPIs to consolidate the measurement of commercial excellence and quickly identify market opportunities through information.
- Guarantee the measurement of key performance indicators (KPIs) in each function/department.

Skills & Education:

- Bachelor´s Degree
- Strategic & Innovative Thinking
- Strong communication Skills
- Solid Omnichannel strategy experience
- Collaboration and interpersonal skills
- Digital Skills
- Demonstrates high degree of integrity and ethics

Preferred:

- Team Management
- Master Degree

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
**Shift**:
**Valid Driving License**:
**Hazardous Material(s)**:
**Requisition ID**:R266035

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