customer relations Brentford, England
Job description
Posted Date: Jun 28 2023
GSK is a place where outstanding people do amazing things. As a science-led global healthcare company, we exist to help people do more, feel better, live longer. Our goal is to be one of the most innovative, best performing, and trusted healthcare companies.
GSK’s General Medicines therapeutic area (TA) is vital to GSK, with a portfolio of trusted brands that will impact the lives of 700 million patients in the next decade. General Medicines delivers ~£9bn in sales for GSK and >90% of all of GSK pharmaceuticals volumes across ~150 brands and 10,000 SKUs to ~110 countries.
It is our ambition to transform General Medicines from delivering “broadly stable” sales into being a growth engine for GSK. To achieve this, we have defined and are implementing disease area strategies in partnership with R&D, medical, commercial and corporate development. These strategies have and continue to shape of our portfolio through targeted business development acquisitions and in-licensing deals.
A key enabler/accelerator of our success is to broaden the reach of Scientific Communications through an omnichannel approach built around the customer experience (Cx) and integrated as appropriate with Commercial. We must strive to ensure GSK’s science and data is effectively communicated to the right audiences, at the right time through the most relevant channels with delivery based on customer insight and need, and success demonstrated both quantitatively & qualitatively.
In order to continue our transformation in this space, we have exciting opportunities for digitally savvy Medical Affairs / Scientific Communications leaders to orchestrate and drive the Medical Cx Delivery. They will work closely with the Medical brand teams, Scientific Communications colleagues, the Medical Affairs Digital & Tech teams, as well as part of agile teams with the Commercial Cx Delivery Lead and Scrum Master.
Key Responsibilities:
In performing the role, the job holder will be responsible for:
Orchestrate across the medical matrix teams, e.g. with Scientific Communications and the Congress Hub to curate the relevant content and drive execution
Co-design/shape global user journeys with relevant content and channel mix, in collaboration with key strategic partners
Guide Medical Teams on appropriate content format and structure for omnichannel execution
Drive disciplined execution of user journeys and implementation tracking, where this is not supported
Work with the Commercial Cx Delivery Lead to analyse user journey usage and shares insights with Global teams, including mD2i, along with recommendations
Contribute to strengthened and continuously improving strategies and processes designed to effectively communicate our science and data internally, externally, and across many different disciplines
Adopt and champion new approaches for digital scientific communications by actively maintaining awareness of industry trends to ensure the team remains relevant and competitive
Be knowledgeable and work within governance & compliance frameworks, manage risk and mitigation approaches
Job related Experience:
Commercial Cx Delivery Lead and Scrum Master
GMALs, GMATs and Medical brand teams in the Omnichannel Sci Comms planning, content and delivery
Regional and key LOC partners
General Medicine’s Accelerator Team, Established Products Customer Strategy & Engagement, Medical Digital & Tech and Medical Affairs Excellence (MAE), Digital Fuel, including Capabilities & Practices, Medical Data-to-Insights (mD2I) and Congress Hub
Basic Qualifications
Bachelor’s degree in science, medicine or pharmacy
Broad Pharmaceutical Industry experience
Delivering omnichannel strategies (incl. personas, user journeys, content planning, delivery and analysis/iteration)
Digital project management and execution
Clear understanding of GSK compliance policies and procedures specifically ABPI, GSK Code
Successful influencing within the matrix and across multiple stakeholders within GSK or related organisation to drive focus on most impactful things
Demonstrated ability to strategically plan & work across boundaries and geographies effectively
Effective time management, ability to clearly identify priorities and manage multiple tasks
Proactive, self-motivated, self-reliant with effective organisational and prioritisation skills
Effective lateral thinking capabilities – able to shape innovative operational and strategic solutions which deliver better value for patients
Preferred Qualifications
Advanced degree MD, PhD or PharmD
Local, Regional or Global Medical Affairs, Commercial and/or R&D experience
Extensive Pharmaceutical Industry experience, mainly in Medical Affairs
Experience in scientific communications and engagement
Experience in respiratory, infectious diseases and/or broader established products portfolio
Experience as an ABPI medical signatory
Technical experience in Digital/Systems/Platforms
Familiarity with existing GSK platforms (e.g. Content Lab, Apollo, Team Site, Workday, MS Teams and GSK intranet)
- 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 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.
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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