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Customer Experience Manager - Vaccines

Flexible working: GSK House and Home Working

We’re moving towards a more sustainable future with our new headquarters. With better public transport links and proximity to world-class science and technology institutions, we’re excited for our move to the vicinity of Earnshaw Street, London WC1A (“the New HQ”).by end H1 2024.

Job Purpose

At GSK we unite science, technology, and talent to get ahead of disease together.

We are looking for a dynamic Customer Experience Manager for an exciting opportunity within GSK’s critical and growing UK vaccines franchise, where you will be responsible for the development and optimisation of omnichannel HCP focused campaigns with the objective of increasing the uptake of a national immunisation programme.

We are looking for someone with the creativity, analytical mindset and digital know how to excel in this space.

As a modern employer, we empower you to be yourself, share ideas and work collaboratively.

Your Responsibilities:

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following…

• Plan, execute and optimise marketing campaigns, including email, social media, display advertising campaigns with a specific focus on the maximising the customer omnichannel experience.
• Measure and report performance of all marketing campaigns, and assess against goals (ROI and KPIs)
• Identify trends and insights, and optimise spend and performance based on the insight
• Input into content strategy and planning
• Plan, execute, and measure experiments and conversion tests
• Collaborate with internal teams to optimise user experience
• Utilise strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
• Collaborate with agencies and other vendor partners
• Evaluate emerging technologies and provide thought leadership and perspective for adoption where appropriate

Why you?

Basic Qualifications:

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

• Strong knowledge of social media, PPC and display advertising
• Good project management skills
• Strong communication & stakeholder management skills
• Able to produce high quality creative solutions in a fast-paced environment
• Creative problem solving and analytical thinking
• Sees value in taking an iterative design approach
• Has a strong sense of ownership and proactively advocates for the end-user
• Open to taking on new challenges and learning new skills
• Collaborative, curious, empathetic, open-minded, innovative
• Brings a high-energy and passionate outlook to the job and can influence those around them
• Able to build a sense of trust and rapport that creates a comfortable & effective workplace

Why 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 R&D focus is to deliver a new generation of vaccines and medicines using the science of the immune system, human genetics and advanced technologies to get ahead of infectious diseases, HIV, cancer and other immune-mediated and respiratory diseases. We do all this with a commitment to operate responsibly for all our stakeholders by prioritising Innovation, Performance and Trust.

Our bold ambitions for patients are reflected in new commitments to growth and a significant step-change in delivery over the next five years. This means more GSK vaccines and medicines, including innovative new products, will reach more people who need them than ever before.

We have long believed that building trust is key to stronger performance, helping to create value for shareholders, impact for patients and society and a reason outstanding people choose to work for and with us. That’s why being a responsible business is an integral part of our strategy. Taking action on environmental, social and governance issues is a key driver in our strategy.

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 place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected] or 0808 234 4391. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

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