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Customer experience delivery manager

2 meses atrás

São Paulo, São Paulo, Brasil AM53 Tempo inteiro

Basic Experience:

Experience working with Rx brands.

Digital Marketing degree or equivalent with significant experience in omnichannel execution of content and user journeys.

Understanding of Customer segmentation & targeting.

Hands on experience of content development and copy approval, i.e. Content Lab.

Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders

High accountability & track record of successfully delivering critical complex projects.

Preferred Experience:

Knowledge of Asthma and COPD competitive landscape in one or more EU countries.

Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders.

Support the strategy and lead the execution of omnichannel integrated campaigns for assigned brands in a timely manner, with clear customer segmentation and targeting.

Work closely with assigned Medical Affairs Managers within the Accelerator Team to plan and execute the campaigns, including implementation of DDCx user journeys and content planning across the broader channel mix.

Manage x-matrix stakeholders and third parties to execute flawlessly, including media agencies and relevant Regional and Local stakeholders in the LOCs.

In alignment with global & General Medicine analytics framework, execute (or lead vendor to execute) tagging of content and campaigns to track usage and effectiveness for improvement. Provide instructions for tagging across all campaign collaterals.

Carry out monthly campaign performance analysis, analyzing all relevant data sets, distilling key insights and recommending actions for optimization ready for presentation to snr management as part of ongoing agile sprint retrospectives.

Work with D&A lead and scrum masters to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including new functionalities & channels.

Manage content and activity demand forecasting and prioritization process with 3rd party vendors to ensure timely execution of campaigns with appropriate regional governance.

Manage digital vendors, translation vendor, carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Accelerator Team.

Own the development, implementation & continuous optimization of customer-centric digital framework.

Mindset

Agile and entrepreneurial mindset with problem solving attitude to impactfully develop new way of working and processes.

Capability

o Proven track record of omnichannel marketing strategy and execution, including direct involvement in content & media planning, working closely with third party media suppliers.

o Experience of 3rd party marketing channels & platforms for HCPs.

o Experience in working with modular content.

o Good Project planning skills.

o Experience implementing omnichannel campaigns.

o Experience analysing data & analytics to distil insights to optimise marketing campaigns.

Stakeholder Management

o Partner closely with production agency, medical affair managers and 3rd party agencies to drive timely plan execution.

o Partners closely with subject matter experts to seek necessary input & collaboration, i.e., compliance, medical etc.

Outside-In

o Demonstrates strong customer focus and awareness of digital industry trends

MBA from a premier institute specialising in Digital Marketing and Pharma product management

English Advanced