Digital Excellence Manager

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