Global Omnichannel Strategy Lead

vor 2 Monaten

Basel, Schweiz Roche Vollzeit

The Position

The Omnichannel Strategist will work closely with disease area squads and brand teams to develop an integrated customer experience strategy through an omnichannel go-to-market approach. The primary aim is to realize an integrated Customer Experience (iCX) through the insights-driven use of omnichannel touchpoints, encompassing digital platforms, print, other media, Patient Journey Partner engagements, Congresses and other customer-centric channels. The Omnichannel Strategist is part of the Digital Excellence team (DEx), which is responsible for delivering on the business strategy through orchestrating integrated customer experiences through an omnichannel approach while embedding content and channel best practices; and executing our omnichannel strategies through robust digital execution instead of fragmented approaches.
 

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

Experience & Qualifications 

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 onecustomer 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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