Omnichannel Customer Experience Partner

Job title: Omnichannel Customer Experience Partner

About the Role As an Omnichannel Customer Experience Partner, you will act as an expert in marketing, digital marketing, and strategy, providing integrated systems thinking and leadership. You will co-own outcomes with pod members, co-defining portfolio strategy, and leading related work packages and initiatives. Although hired into a country affiliate, this role requires you to be part of an APAC collaboration, working across borders to realize and scale country outcomes.

What You'll Do

• Co-own and pursue outcomes alongside assigned, empowered self organized teams in an agile work environment with a fluid resourcing model.
• Contribute expertise in digital marketing and product strategy development to create a cohesive customer experience across all touchpoints.
• Lead comprehensive marketing efforts, including market analysis and market research that informs both traditional and digital channels.
• Define and implement customer segmentation strategies that operate seamlessly across all channels.
• Manage campaigns that leverage both traditional and digital engagement methods for maximum reach.
• Collaborate with PPOCs and relevant stakeholders to identify and analyze insights aligned to outcome defined by the Disease Area team, owning the space relating to EpicX and relevant qualitative & quantitative insights to optimize the overall customer experience.
• Establish KPIs that measure the effectiveness and performance of integrated campaigns across all platforms.
• Ensure all business activities within the ecosystem comply with relevant company SOPs, PHARMA Code of Conduct, iFPMA, Symphony and are of high ethical standard.
• Work closely with subject matter experts for Access and other team members on outcomes and initiatives aiming to increase access for patients to our medicines and other healthcare solutions, including coordination and support of advocacy building as well as listing and funding initiatives.
• Any other duties that may be assigned from time as required by the business.

What We're Looking For

• Bachelor degree (marketing, scientific, technical, digital, economic or business degree).
• Proven knowledge and skills in Marketing, including Digital Marketing.
• In-depth knowledge of digital marketing channels, strategies, and best practices.
• Proficiency in utilizing digital marketing tools, analytics platforms, and content management systems.
• Significant experience in a commercial/marketing role, preferably in the pharmaceutical/healthcare industry.
• Significant customer-facing experience, ideally in healthcare, preferably with strong local market understanding.
• Proven effective leadership in cross-functional teams.

Nice to Have

• Experience in pharmaceutical/healthcare industry.
• APAC collaboration experience; cross-border project experience.
• Knowledge of patient advocacy, access programs, and listing/funding initiatives would be a plus.

Compensation & Benefits

• Not disclosed in posting.