В одну из крупнейших фармкомпаний мира Roche требуется CEETRIS Customer Experience and Omnichannel Engagement Lead.
Purpose:
- The CEETRIS Customer Experience and Omnichannel Engagement Lead plays a key leadership role in CEETRIS omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. The CEETRIS Customer Experience and Omnichannel Engagement Lead is responsible for designing the cross-CEETRIS omnichannel strategy focusing on selected TAs to address key pain points in customer journeys, and create personalized customer experiences to differentiate Roche’s medicines and ultimately drive business impact
- The CEETRIS Customer Experience and Omnichannel Engagement Lead will manage a diverse team of digital professionals located across different countries within the region. The role involves providing guidance, support, and mentorship to ensure the effective execution of digital strategies and projects. Establish key performance indicators (KPIs) and metrics to measure the success of digital initiatives and drive continuous improvement
- The CEETRIS Customer Experience and Omnichannel Engagement Lead will report directly to the Area Head of CEETRIS
Challenges:
- Develop the Omnichannel Strategy in CEETRIS aligned to the defined TA Business Outcomes through a deep understanding of customer and patient journeys, customer centricity, market research/customer insights and evolving customer needs
- Guide the Digital Partners in each Affiliate group to implement the CEETRIS Omnichannel Strategy for prioritized TAs
- Become a trusted partner to the Global iSquad Team by creating two-way communication between CEETRIS and the Global organization and frequently sharing regional and local needs
- Work closely with the Global iSquad (for prioritized TAs) to localize the TA strategy for CEETRIS and frequently consult with Affiliate teams to take into consideration local requirements within the overall omnichannel strategy design
- Liaise with all other Network Leads to incorporate their respective technical expertise in theOmnichannel Strategy (e.g. Channel Strategy, Content Strategy, Data and Analytics Strategy, etc.)
- Gather feedback, best practices and success stories from affiliates across the region to create a culture of sharing and learning whereby lessons learned and synergies can be leveraged to iterate on the omnichannel strategy
- Demonstrate proven track record of leading and driving business process transformation and organizational culture change as well as delivering on programs with complex business deliverables
- Track record of successful leadership, management, and development of multi-disciplinary globally dispersed teams. Strong judge of talent with the ability to make tough talent decisions
Key requirements:
- Collaborative Network Ways of Working
- Risk Taking & Experimentation
- Outcomes Based Planning
- Systems Thinking
- Customer Centricity
- Culture Advocate
- CX Management
- Omnichannel Strategy
- Insights Generation
- Segmentation & Profiling
Leadership Profile:
- Experienced people leader, who excels at bringing people together around a shared vision while also fully empowering and holding their team accountable
- A leader with deep understanding and appreciation of the operating model within markets as well as the global role in supporting affiliates
- Successful leader who has demonstrated ability to drive to strong execution with measurable results in competitive markets
- Demonstrates expertise in leading through the archetypes of visionary, architect, coach and catalyst (VACC)
- Leads with courageous authenticity and fosters culture of belonging and inclusiveness
- Advances change in the organisation, employs strategies to foster high levels of employee engagement and buy-in across the organisation
- Inspires others to be the best they can be, creates an environment of high empowerment and accountability
Experience and Qualifications:
- Bachelor's degree; MBA or other related graduate level degree preferred
- Confirmed experience in the pharmaceutical or biotechnology industry, with marketing leadership and customer engagement experience
- Experience with digital marketing strategy creation including GMT digital marketing and digital customer engagement strategies
- Expertise with digital consents, digital marketing 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 organisation
- Experience in CX design (Customer journey mapping from “as is” to “To be” scenarios), Human Factor Design, User Experience Design and Usability across more than one customer interaction channel
- Expertise with setting CX measurement frameworks and managing Customer Engagement strategies