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MSG
Boehringer Ingelheim
Digital Excellence Manager
Full-Time
Shanghai, China
Health & Biotech
Health & Biotech
15 April 2025
Description
- HCP centric insight analytics
- Enable multi-dimension customer insight and customer segmentation (customer tagging)
- Analysis customer needs/perference by customer segmentation
- Design customer journey based on brand strategy and customer needs
- Understand and follow brand strategy, priority and promotion plan
- Define customer enagement channel, frequency, content
- Design customer journey fullfill brand promotion plan
- Design customer journey fullfill customer needs based on customer segmentation
- Define customer engagement effectiveness metrics, with focus on customer satisfaction and customer impact
- Define customer journey successfully KPI
- Define customer satisfaction KPI
- Define qutantative and qualitative customer impact KPI
- Manage omni-channel customer engagement execution
- Establish omni-channel customer journey execution plan with channel mix and content mix
- Cooperate with digital capability team and content team to support execution plan
- Cooperate with brand team and sales team to initial omni-channel customer journey implementation
- Optimize customer experience and customer engagement satisfaction
- Regular internal/external feedback collection
- Monitoring and tracking customer satisfaction through feedback and insight
- Monitoring and tracking customer engagement effectiveness metrics
- Provide recommendation to cross-functional teams on omni-channel customer engagement skill improvements and digital capability, content improvements
Qualifications
- Experience in pharmaceutical industry at least 10 years
- Experience in brand strategy, brand campaign execution and HCP engagement
- Experience in digital marketing omni-channel HCP engagement, customer journey design
- Experience in cross team project coordination and management
- Ability to work in an international environment.
- Ability to work effectively in a cross-functional team environment.
- Experience in managing multiple stakeholders in a changing and flexible business environment
- High level culture awareness and ability to adapt
- Understand how to translate global direction into local business activities and initiatives
- Language: Fluency in oral and written English
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