Head of Omnichannel Execution

Job Description

This role will be responsible for the creation of specific OC customer engagement strategies to enhance customer experiences and support brand objectives. The OC Execution Lead will be a people manager and will lead a team of 5-10 to drive the OC transformation across the organization. The person will support the design of OC campaigns, drive the deployment of new channels or platforms & development of innovative content, and monitor campaign effectiveness to provide best-in-class customer experiences through OC excellence. The person will also be the business partner for the LOC (country) leadership teams to drive change management & OC mindset across the organization.Major stakeholders: GM & BUDs, Sales, Marketing, Commercial Operations, Medical, Tech/IT, OC PODExperience & Educational Qualifications:

• Bachelor?s Degree in Marketing, Sales, or any other related discipline, MBA preferred.ÿ
• 10+ years of recommended total experience, including 8+ years of relevant experience, preferably in omnichannel marketing, digital marketing, or customer engagement.

Primary Duties & Responsibilities:OC Strategy and Roadmap

• 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, Sales & 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.
• Partners with Business, Commercial and HR teams to drive change management and generate buy-in among employees by defining the narrative and articulating the vision and goal of OC, communicating the benefits of OC, and sharing benchmarking studies etc.

Preferred Certifications

• Digital Marketing Certifications
• Data Analytics Certifications
• Project Management Certifications

Skills & KnowledgeTechnical Skills:

• Customer Experience Management: Ability to design and manage the end-to-end HCP experiences across all touchpoints and channels to maximize customer satisfaction.
• Channel Strategy & Management: Ability to devise a plan for engaging with HCPs through their preferred channels (e.g., emails/WhatsApp/calls/social media/F2F etc.) in the right frequency and sequence.
• Campaign Design & Planning: Ability to lead & liaise with cross functional teams for end-to-end campaign management to achieve business objectives.
• Communications Strategy & Planning: Ability to create a seamless and integrated experience for HCPs across all communication channels, such as social media, email, chat, F2F connects etc.
• Performance Analysis: Ability to evaluate and monitor OC impact based on defined success metrics across different touchpoints and suggest corrective measures.
• Digital Marketing: Ability to engage with HCPs through various digital channels, such as search engines (SEO/SEM), social media, emails, websites, etc. to increase the reach and engagement. ÿ
• Marketing Analytics & Customer Insights: Ability to gain insights into the performance of marketing initiatives and its impact on customer experience, by analyzing various CX metrics, customer feedback/NPS, etc.
• BizTech: Ability to act as a bridge between Tech and business teams to help translate the business requirements to technology builds.

Behavioral Skills:

• Ability to drive the results and rally the organization to embrace new ways of working.
• Ability to lead and motivate a newly formed team.
• Ability to network and influence effectively across functions and teams and build advocates in stakeholder groups for digital transformation.
• Ability to simplify processes and measures and communicate them effectively across the breadth of the organization.
• Ability to navigate through ambiguity well and co-create solutions and co-own the implementation of changes to replace/ build on legacy practices in sync with the vision of the organization.
• Ability to achieve execution excellence by overseeing implementation with an eye for detail and project management approach.

Tools Knowledge:

• Working knowledge of MS Office suite
• Familiarity with Web Analytics tools like Google Analytics
• Familiarity with CRMs like Veeva, Salesforce
• Familiarity with Marketing automation tools like SFMC, Pardot

*LI-GSK#omnichannelWhy Us?GSK is a global biopharma company with a special purpose ? to unite science, technology and talent to get ahead of disease together ? so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns ? as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it?s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We?re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.Contact information:You may apply for this position online by selecting the Apply now button.Important notice to Employment businesses/ AgenciesGSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSKs commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

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