- Understands and implements organization’s OC vision, strategy, and roadmap, acting as a trusted advisor to ensure seamless & integrated customer experience
- Leads the strategic design, and delivery of OC customer experiences, working closely with the Brand, Marketing, Field Force & Medical teams
- Supports the development of data-driven, personalized customer journeys and monitors its implementation
- Oversees the content strategy and supports personalization of content based on local HCP needs/preferences.
- Shares inputs to evolve OC approach to customer engagement by enabling the right capabilities that facilitate a fully integrated channel & content strategy.
- Advocates OC best practices across the organization, ensuring continuity, unified messaging, and a quality customer experience across all OC touchpoints
Cross-functional Collaboration and Stakeholder Management
- Works closely with BUDs / country leadership team to align on OC strategy and roadmap with overall business objectives, and monitor progress against defined targets
- Partners with relevant local and regional teams to evaluate and implement the digital solutions that enables seamless customer engagement
- Defines and co-develops integrated campaign strategies and channel strategies with the brand teams, to support brand objectives
- Acts as a bridge between Business and Tech, translating the business requirements into technology builds and oversees the development of suitable Tech solutions to help meet business needs
Customer Insights & Analytics
- Shares recommendations on customer experience KPI tracking, and reporting based on the local context aligned with defined business objectives; supports in optimizing OC performance and maximizing the outcomes
- Tracks and shares external trends with relevant teams to further enhance GSK’s OC ambition; collaborates with Marketing to develop innovative, effective, and efficient solutions that cater to evolving market dynamics
- Maintains oversight of evolving marketplace conditions as well as the competitive landscape; continuously seeks and leverages innovative customer engagement techniques to bring new ways of thinking/CX mindset to the brand teams
- Responsible for monitoring the performance and effectiveness of OC campaigns in the LOC
Project Management
- Manages the projects for key OC initiatives; develops project plans and coordinates local marketing execution based on defined strategy and KPIs
- Provides strategic guidance and supports the implementation of the OC plans, ensuring strict compliance with local guidelines
- Manages issues/concerns/risks related to OC execution and ensures its timely resolution
