Associate Director, Human Health International
vor 5 Monaten
Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales,
marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our
medicines to our customers worldwide.
The International Commercial Operations (ICO) team in Human Health International (HHI) is a critically important organization in help helping subsidiaries drive tangible impact for all of our customers (e.g., Key Accounts, Prescribers, Patients, Channel Partners) and ultimately delivering sustainable top and bottom-line performance. We do this through:
- Enabling markets in how they deliver the most effective customer and stakeholder experience in the most efficient way.
- Ensuring ongoing productivity and deliver optimal customer service through strategic management of route-to-customer channels.
- Aligning, prioritizing and pulling through enterprise-level strategy, while integrating voice of the markets in strategy design
- Harmonizing and simplifying and scaling best practices across markets
- We are currently seeking an Associate Director level Omnichannel Experience Manager to help execute effective Omnichannel Customer Experience strategies, to achieve our mission in ensuring access for patients to our medicines and vaccines.
The Omnichannel Experience Manager role is of critical importance in realizing our HHI Customer Experience Enablement goals. This role will join the Omnichannel Experience Design team and focus on partnering with markets, regions and global teams to fulfil prioritized HHI Franchise business priorities by planning and designing personalized and orchestrated omnichannel experience programs brought to life through relevant channels and content and enabled by HH capabilities and solutions.
The primary location for this role is Lucerne (Kriens), Switzerland. Other European locations possible: further discussion with hiring manager required.
**Responsibilities**:
- HHI omnichannel experience programs which fulfil prioritized customer and business goals: Plan and design data and insights-based omnichannel experiences aligned with prioritized business objectives, leveraging in-market insights, platforms, our full digital ecosystem and informing high impact content and channel (personal, non-personal) planning and execution.
- Partner with HH DD&A (Digital, Data & Analytics) and IT to embed and realize consistent omnichannel Customer Experience (CX) capabilities through our must-win HHI programs and based on needs and maturity to enable markets to deliver a differentiated experience across Face to Face and digital channels.
- Work with CX experts to identify opportunities for experience improvement in the customer journey and optimization across multiple channels.
- Build learning plans with in-market DD&A teams to ensure data is available to track, monitor and measure impact on behavioral objectives.
- Cross-functional collaboration: collaborate with marketing (global, HHI and local), International Commercial Operations (ICO) and global partners (HH DDA, IT) to ensure alignment and integration of omnichannel initiatives and prioritizes Agile squad work backlog with HHI Business Owner.
- Stakeholder Engagement: Build strong relationships with key HHI stakeholders including International Marketing Operations Integration Management Office (IMO) and ICO._ _
**Profile**
- Bachelors or Master’s Degree.
- Experience in brand and digital marketing (8+ years preferred) including customer experience design, content strategy and channel strategy to meet customers and business goals.
- Adept at execution and measurement of end-to-end programs and campaigns to support continuous improvement of omnichannel campaigns and programs.
- Understand and experienced in planning Health Care Professional (HCP) and Healthcare Consumers engagement using a mix of personal and non-personal channels relevant to different go to market customer engagement strategies.
- Technology and data-savvy. Ability to collaborate skilfully with IT and HH DDA to set the foundations and innovate for omnichannel success (including NBX/NBE and AI).
- Results-driven and focused both on meeting the needs of customers and the business.
- Solid program management experience and, ability to plan, execute and sustain the operationalization of initiatives based on clear implementation roadmaps.
- Preferable worked in Agile teams and embrace Agile principles.
- Focusing on the customer and delivering on their needs.
- Possess a test and learn mentality and equipped with the right knowledge of methodologies, tools and approaches to build this into our daily work.
- Excellent, articulate communicator (written and verbal) and have the ability to make the complex simple.
- You are passionate about what you do and can inspire and influence others, whilst able to also guide, coach, and mentor those around you, at different levels of our organization.
- Re
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