Customer Excellence & Digital Marketing Mgr.

Accountabilities

The CE& Digital Mkt Sr Mgr will spearhead innovation for customer excellence and omnichannel within the affiliate domain.

Simultaneously, you will be responsible for defining & steering the digital strategy, executing digital projects, overseeing aligned KPIs, and generating comprehensive reports.

You will be partner of brand teams in data driven planning of digital activities and help to continuously improve operational excellence

Responsibilities

• Define & drive the customer excellence and digital strategy in the affiliate and define omnichannel roadmap and align with Regional priorities.

• Lead local market research projects based upon RWE to create insights and develop CE opportunities(digital focus) and share and leverage learnings for future digital projects

• Design & lead local cross-functional communication cascade strategy for Customer Capabilities

• Be Affiliate change agent for customer capability change management

• Introduce latest trends and best practices in online marketing and ensure knowledge transfer within the affiliate to support Regional priority setting and global deliverables

• Act as a project manager for innovative customer capability projects & digital technologies: Plan, conceptualize, implement and analyse tailored digital marketing activities for brands in alignment with strategic brand planning process, regulatory, safety & compliance.

• Coordinate setting KPIs and implementing solutions for tracking and monitoring the success of digital campaigns

• Ensure integration and roll out of digital with traditional channels, build multiple touchpoints and partner in brand planning process

• Mobilize affiliate expertise & resources to drive implementation of customer Capabilities

• Facilitate successful collaboration with Global Service Center for implementation of digital assets

• Set up local best practice sharing meetings and Customer Excellence events for the affiliate

• Act as primary customer capability contact in the affiliate

• Collaborate with external agencies to improve our internal capabilities in the digital area

Authority

• Decision maker on Customer Engagement plan for the affiliate in cross-collaboration with all customer facing functions

• Decision maker of the cross-functional communication strategy for Cust Cap

• Project Lead for all Cust Cap projects

• Digital Budget owner

Competencies & Qualifications

• Ability to lead and support teams through organizational changes that may result from integration.

• Solid understanding of relevant technologies and systems, digital marketing / communication, content management

• Ability to align integration efforts with the overall strategic goals and vision of the organization

• Experience in implementing, administering and tracking of digital channels (webinars, webcasts, websites)

• Strong project management skills (leading cross-functional project teams)

• Fast learner with high affinity to new technologies & digital communication

• Strong communicator with the ability to work in cross functional teams (internal + global)

• Strategic thinker with the ability to make informed decisions

• Problem-Solving: Skill in identifying and resolving challenges that may arise during the GwL integration process.

• Adaptability: Flexibility to adapt to changing circumstances and navigate evolving integration requirements.

• Proficiency in managing projects, timelines, and resources to ensure successful integration.

Minimum Requirements

• Master Degree in commercial science/pharmaceutical science

• At least 2 years of relevant experience in Digital Marketing / Digital Communication

• Experience in Brand Management in pharmaceutical sales is a plus

• Knowledge of legal basis for digital marketing is preferred

• Good IT skills and knowledge about digital communication & engagement tools

• Fluent in Dutch, French and English