Lead - Experience Design & Omnichannel Orchestrator - Pharmaceuticals

Position Summary :

This role will be responsible for designing & planning of HCP journeys. Experience Design & OC Orchestrator Lead will activate & scale new channels, perform cross-channel orchestration, define channel strategy, and measure channel effectiveness to craft an Omnichannel (OC) customer experience.

Experience & Educational Qualifications :

- Bachelor's Degree in Sales, Marketing, or any other related discipline. MBA preferred.

- 8+ years of directly related or relevant experience, preferably in digital marketing, brand management, omnichannel engagement, or customer experience.

Primary Duties & Responsibilities :

Customer Journey & Experience Management

- Designs HCP journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behavior-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impact

- Provides overall direction for enhancing CX by analyzing business objectives and customer needs as well as developing, communicating, and implementing business strategies and practices whilst driving continuous improvement in CX tools, documentation, and processes

- Ensures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement

- Develops high-level customer experience roadmap; sets prioritization rules and develops guidelines improving customer experience

- Monitors the performance of various internal & external platforms for HCPs/ 3P/ Other Brand.com pages to improve the user experience

Channel Strategy

- Leads channel strategy/action plan and ensures improvement in quality of customer interactions though improved cross-channel orchestration & personalization

- Identifies opportunities to establish new channels (voice, chatbots, social etc.) based on customer preferences and formulates strategies to scale them

Customer Insights & Analytics

- Leverages CX framework, insights from customer data & information from different channels (e.g., Sales team feedback, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategy

- Acts as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities

- Tracks performance of activities, customer journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimize

Cross-functional Collaboration

- Collaborates with cross-functional teams (Sales, Marketing, Medical etc.) and ensures all functions & Business partners are kept informed of certain channel/campaign objectives

- Guides on the execution of an orchestrated customer journey

Preferred Certifications :

- Digital Marketing Certifications

- Data Analytics Certifications

- Project Management Certifications

Skills & Knowledge :

Technical Skills :

- Campaign Management

- Channel Strategy & Management

- Customer Journey Mapping

- Customer Experience Management

- Marketing Analytics & Customer Insights

- User Interface (UI Design)

- Digital Marketing

- Data Analysis and Synthesis

Behavioural Skills :

- Collaboration

- Team Management

- Planning

- Decision Making

- Creativity & Innovation

Tools Knowledge :

- MS Office suite

- Web Analytics tools like Google Analytics

- CRMs like Veeva, Salesforce

- Data tools like Clara vine

- Marketing automation tools like SFMC, Pardot