Multichannel Customer Experience Strategist

hace 2 semanas

Madrid, Madrid, España Biogen A tiempo completo

About Biogen
Biogen is a global biotechnology company committed to excellence and innovation, providing life-changing medicines to patients worldwide. We foster an environment where individual contributions make a significant impact, with unparalleled opportunities for learning, growth, and skill expansion.

Estimated Salary Range:$120,000 - $180,000 per year

Job Description

As an Omnichannel Manager at Biogen, you will play a vital role in coordinating local planning initiatives that enhance our comprehensive customer engagement strategy. Your primary responsibility will be to ensure the effective adoption and orchestration of existing channels, as well as integrating new channels to optimize our customer experience and provide a seamless journey while maximizing reach and optimizing resources.

You will work closely with Business Units (BUs) to ensure the seamless implementation of regional initiatives at the local level. Additionally, you will provide critical feedback to the Center of Excellence (CoE) team, fostering the acceleration of omnichannel best practices across Europe, brand teams, and markets.

Key Responsibilities

  • Ensure omnichannel strategies are aligned with broader business goals and seamlessly integrated with marketing and sales efforts.
  • Define and implement measurement frameworks, KPIs, and analytics to monitor, evaluate, and optimize omnichannel activities while providing actionable insights.
  • Develop targeted strategies based on customer needs, feedback, and data, ensuring an end-to-end positive customer experience across multiple channels.
  • Set clear expectations and provide support throughout omnichannel implementation, including guidance on technical tools.
  • Utilize advanced analytics for real-time strategy adjustments and continuous performance improvement.
  • Optimize channel mix strategies, improve segmentation, enhance platform content, and increase database registrations.
  • Facilitate teamwork across departments to ensure unified execution of omnichannel initiatives.
  • Stay updated on digital trends and new tools, driving innovation through design thinking and agile methodologies.
  • Promote experience exchange, foster internal communities, and provide actionable market analysis and recommendations.
  • Ensure adherence to industry regulations, partnering with legal, compliance, and security teams.

About You

We are seeking a proactive and solution-driven Omnichannel Manager with a creative and strategic mindset. You excel at leveraging data-driven insights and analytics to design and execute innovative customer engagement strategies. You thrive in dynamic environments, bringing a customer-centric approach to every project while aligning initiatives with broader business goals.

As a collaborative team player, you foster cross-functional partnerships, demonstrating the ability to lead with influence and deliver impactful results.

Requirements

  • BA or Master's degree in a relevant field.
  • At least 5 years of experience in analytical departments (Omnichannel, Marketing, CMI, Business Intelligence, Pricing, HEOR...).
  • Strong analytical capabilities combined with a deep understanding of commercial business, strategy, and industry-standard datasets.
  • Demonstrated ability to lead and work effectively in a matrixed environment.
  • Proven track record of making things happen through accountability, business acumen, and a proactive approach to challenges.

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