Customer Experience Delivery Manager

Job title:

Customer Experience Delivery Manager

Company

GlaxoSmithKline

Job description

The newly formed CX & Data organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. ​We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact. The Global Digital Hub is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines & Vaccines portfolio in markets outside the US with no local sales, marketing & medical resources.

We are looking for an experienced and passionate Brand Manager to lead the design, implementation and ongoing analysis & optimisation of agreed brands across selected Emerging Market Countries. Moreover, the role will play a critical role, supporting the Associate Director – Customer Experience to play back key data and insights to business stakeholders in Global, Regional and Local teams to drive action in the pursuit of a much improved customer experience and higher performance impact.

This role will report to the ‘Associate Director – Customer Experience – EM” and will be a key member of the Digital Hub Team, successfully delivering against clear commercial & medical Regional performance targets.

We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme.

We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work.

Discover more about our company wide benefits and life at GSK on our webpage

*This role is a 1 year contract*

In this role you will

• Support the execution of omnichannel integrated campaigns for priority market/brands across EM in a timely manner, with clear customer segmentation and targeting.
• Work closely with assigned Medical Affairs Managers within the Digital Hub 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, analysing all relevant data sets, distilling key insights and recommending actions for optimisation ready for presentation to snr management as part of ongoing agile sprint retrospectives.
• Work with 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 / channels 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 Digital Hub.
• Own the development, implementation & continuous optimization of customer-centric digital framework

Why You?

Basic Qualifications

We are looking for professionals with these required skills to achieve our goals:

• BSc (or equivalent) in a Marketing or Economics specialism
• Experience working with Rx brands at local or global level in an account management style role
• 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

Preferred Qualifications

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

• High accountability & track record of successfully delivering critical complex projects
• Excellent internal engagement skills – building credibility with, and insights through, a strong internal network of key stakeholders

Closing Date for Applications – 12th March 2024

Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

Why Us?

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on or 0808 234 4391.

Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a UK Recruitment FAQ guide. Click the and scroll to the Careers Section where you will find answers to multiple questions we receive .

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK’s commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency Reporting site.

We’re moving towards a more sustainable future with our new headquarters. With better public transport links and proximity to world-class science and technology institutions, we’re excited for our move to the vicinity of Earnshaw Street, London WC1A (“the New HQ”) by end H1 2024.

Expected salary

Location

Brentford, Greater London – London

Job date

Fri, 01 Mar 2024 02:17:40 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (tendersglobal.net) you saw this job posting.