Global Associate Director, Customer Engagement Analytics
hace 4 semanas
The Customer Engagement team, as part of Sandoz Technology, is responsible for implementing and supporting the company's digital tools and platforms, such as customer relationship management (CRM) and marketing automation systems, e-commerce & HCP portals, and mobile applications, as well as the strategy of the company’s omnichannel approach enabled by Data & Insights.
Reporting to the Global Customer Engagement Data & Insights Lead, the Global Associate Director for Customer Engagement Data & Insigts PO will play a key role in the definition and implementation of the customer engagement measurement framework. In particular, you will be responsible for setting up the reporting and analytic capability in collaboration with the Global Platform teams, enabling key use cases. On your role, you will ensure relevant data is available, accurate, and ready to generate actionable insights to support the design and execution of the business strategy.
You will require strong leadership and excel in change management, communication and cross-functional collaboration.
Your Key Responsibilities
•Define and implement Omnichannel measurement framework and Customer Engagement reporting and analytic capability.
•Define and Implement Campaign analytics KPIs, including Campaign Performance, Content Efficiency, etc.
•Define data sources, flows and integrations required to ensure overall Omnichannel measurement.
•Consolidate tagging framework within Customer Engagement domain to enable consistent data generation for content measurement and customer 360 view across channels
•Foster rich data generation
•Work with Customer Engagement sub domains to ensure data from different channels is integrated in the global data hub to support and improve Omnichannel Engagement strategy through insights generation.
•Set up operating model to manage data assets creation (reports, dashboards...) to support business needs aligned with commercial strategy.
•Foster data harmonization and use of data standards, ensuring adherence to data governance policies and standards.
•Ensure data quality, accuracy, and completeness across all customer engagement data sets.
•Work with cross-functional teams to ensure relevant data sources are identified, properly integrated and available for reporting and analysis, to enable data-driven decision making.
•Translate business requirements into use cases to define reporting and analytical layers leveraging global data platforms.
•Analyze customer data to identify trends, insights, and opportunities for improving omnichannel engagement.
•Carry out change management and communication activities to ensure adoption and engagement.
•Ensure adherence to pharmaceutical industry regulations and compliance standards, working closely with the legal, compliance, security and regulatory teams.
•Collaborate with external partners and vendors to enhance data & insights capabilities.
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