Customer Engagement Lead Full-time Job

The objective of the role is to build customers and patients engagement by:

Building customer personas and engagement strategies and content plan

Incorporating customer insights, unmet needs, latest engagement trends in partnership 3rd party agencies in the content creation/repurpose

Working closely with the EP global marketing brand leads to deliver customer centric integrated solutions and content to support global to local omnichannel execution, digital hub, and global platforms

Working closely with customer insights and analytics to build data driven, continuous improvement culture

Responsibilities

Work with GMM(s), Digital Marketing team, Region, Medical, Compliance, Legal, CTC & key markets to:

Lead customer centric integrated omnichannel engagement strategy & content plan to drive behaviour shifts & SOV

Drive collaboration and seamless flow of information to ensure that global communication plans are fully aligned with the global strategies

Provide value adding customers insights that are data driven

Develop new and repurpose existing content as per timelines for Assets/TAs/Portfolio(s) to improve customer engagement with external 3rd party agencies

Manage resources and A&P spends in the most efficient way with constant measurement of ROI and improvement

Plan, monitor & deliver customer engagement KPIs in co-ordination with GMM(s), Patient & HCP engagement leads, aligned to TA strategy

Adapt to agile ways of working - to test, learn and fail fast

Ensure highest quality, ethics standards and in compliance with the company s policies & regulations

Basic Qualifications

We are looking for professionals with these required skills to achieve our goals:

Experience in Marketing/Digital Marketing/Trade Marketing/Commercial role

STEM, Marketing degree, Business Administration Degree

Experience omnichannel marketing, routes of customer and stakeholder engagement

Experience in developing programs/solutions/content for customers

Experience in dynamic content effectiveness preferred

Confident communicator in storytelling mode, influencer, and facilitator to work in multi-matrix and multi-cultural teams across diverse geographies and time zones

Strong accountability and adaptability mindset to deliver high quality outcomes with a constructive attitude under high pressure environment

Strong creativity and critical thinking to create relevant content for customers in existing and in new healthcare ecosystems