Customer Engagement Lead Brentford, England
Job description
Posted Date: Jan 19 2023
Job Purpose
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
Why you?
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
Why GSK?
At GSK, we have already delivered unprecedented change over the past four years, improving R&D, becoming a leader in Consumer Healthcare, strengthening our leadership, and transforming our commercial execution. Now, we’re making the most significant changes we’ve made to our business in over 20 years. We’re on track to separate and create two new companies in 2022: New GSK with a leading portfolio of vaccines and specialty medicines as well as R&D based on immune system and genetics science; and a new world-leading consumer healthcare company of loved and trusted brands.
With new ambition comes new purpose. For New GSK, this is to unite science, talent, and technology to get ahead of disease together – all with the clear ambition of delivering human health impact; stronger and more sustainable shareholder returns; and as a new GSK where outstanding people thrive.
Getting ahead means preventing disease as well as treating it. How we do all this is through our people and our culture. A culture that is ambitious for patients – so we deliver what matters better and faster; accountable for impact – with clear ownership of goals and support to succeed; and where we do the right thing. So, if you’re ready to improve the lives of billions, join us at this exciting moment in our journey. Join our challenge to get Ahead Together.
Our goal is to be one of the world’s most innovative, best performing and trusted healthcare companies. We believe that we all bring something unique to GSK and when we combine our knowledge, experiences and styles together, the impact is incredible. Come join our adventure at GSK where you will be inspired to do your best work for our patients and consumers. A place where you can be you, feel good and keep growing.
- LI-GSK
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 organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.
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.
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