Global Omnichannel Strategy Director

vor 4 Wochen

Basel, Basel-Stadt, Schweiz Roche Vollzeit

The Role

At Roche, we are seeking a skilled Global Omnichannel Strategy Director to join our Digital Excellence team. As a key member of our team, you will be responsible for developing and executing an integrated customer experience strategy through an omnichannel go-to-market approach.

Key Responsibilities

  • Orchestrate a unified and consistent experience by connecting channels that are efficient while increasing economies of scale and efficiency through using a common approach (omnichannel strategic framework - applicable for DAs, launch, EP)
  • Coordinate and align omnichannel strategies with business outcomes by collaborating with various teams within the Customer Experience & Insights team (CXI)
  • Develop and execute an omnichannel strategic framework for disease areas, product launches, and established products
  • Collaborate with PDMA and GPS teams to embed an omnichannel approach in franchise strategies
  • Use data-driven insights to prioritize decisions and enhance customer engagement
  • Manage multiple product launches simultaneously, from pre-launch activities to post-launch evaluations
  • Partner with CxI capabilities to provide the right resources for therapeutic areas
  • Work closely with the Content Lab and Channel Experience team to deliver targeted campaigns for specific customer segments
  • Enable high-impact communication through active facilitation and listening to drive toward organizational alignment among global teams
  • Ensure an environment that supports creativity, inclusivity, and innovation
  • Rollout Omnichannel strategies to enable iCX on a global and local affiliate level

Requirements

  • Many years of experience in the pharmaceutical or biotechnology industry, with marketingleadership and customer engagement experience
  • Experience with digital strategy creation including go to market digital marketing and digitalcustomer engagement strategies
  • Expertise with digital consents, digital channels (email, web, social media, SEO, SEM, etc.), knowledge of data and analytics, and its use in digital customer engagement, regular user of consumer digital devices and apps; ideally, early adopter of new technologies; and ideally has worked and fluency with the core capabilities required to successfully drive digital transformation in a large organization
  • Experience in CX design (Customer journey mapping from "as is" to "To be" scenarios),Human Centered Design, User Experience Design and Usability across more than one customer interaction channel

Skills & Competencies

Visionary: Ability to link digital transformation and innovation to customer engagement and business impact, aligning CX and Omnichannel Strategy with the TA strategic objectives

Architect: Capable of fostering people, structures, and processes to enable innovation and deliver an exceptional digital customer engagement experience

Catalyst: Entrepreneurial mindset, ability to mobilize and act, and experience in building new engagement approaches, tools, and external resources

Coach: Skilled in encouraging experimentation, mentoring, and educating teams on new potential approaches, and integrating Digital and CX into overarching TA Strategies to achieve long-term customer experience outcomes

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