Senior Manager, Responsable Digital
3 weeks ago
Missions du métier
La mission du/de la Responsable Digital & Expérience Client France est de contribuer à la transformation numérique de la proposition de valeur client digital des BUs-/Médical, de soutenir l’évolution du modèle GTM avec le développement et mise à disposition d’offres, de programmes et de services exclusivement digitaux différenciants et innovants à destination patients, des professionnels de santé et des équipes terrain de Biogen France (CPM/BBM/SEM/DRM) afin de contribuer à transformer l’expérience client, la préférence et la différenciation de Biogen.
Les activités
- Manager et développer les compétences d’une équipe innovante qui crée et met en exécution une offre digitale différenciante qui améliore l’expérience client.
- Collaborer avec les BU, le Médical et les équipes terrain (DRM, CPM, BBM, SEM) afin de comprendre les besoins clients, les enjeux des aires thérapeutiques et parcours de soins et prioriser une offre digitale et des programmes/services digitaux pour y répondre.
- Développer une stratégie Digital Health et opérationnaliser avec son équipe les solutions digitales pour un déploiement en France par les équipes terrain y compris le Médical
- Garantir le suivi et la mesure de la performance des activités digitales (promotionnelles, solutions, parcours de santé, terrain) ainsi que leurs contributions dans la filiale.
Contribuer à la transformation numérique de la filiale de Biogen France
- Contribuer à définir, de manière alignée et en collaboration avec les BUs/Médical/FLT, une feuille de route claire pour la transformation numérique qui alimente et soutient la transformation du modèle opérationnel de la filiale, en assurant l’adhésion de toutes les parties prenantes.
- Travailler, en collaboration avec l’équipe RH, au développement des aptitudes et compétences numériques de Biogen France pour faire de la filiale une référence au sein de Biogen et du marché français.
- Coopérer avec les structures régionales et internationales d’excellence dans le domaine du digital (Global CE&O, partenaires externes, etc.) pour coordonner et aligner les efforts.
Déployer des offres digitales innovantes et impactantes
- Créer et déployer des offres digitales adaptées aux DRM et autres acteurs clés de l’organisation (CPM/BBM/SEM) afin de transformer l’expérience/satisfaction des clients de Biogen pour rechercher la différenciation et la préférence.
- Collaborer avec les services juridiques, compliance et réglementaires pour s’assurer de la conformité de l’offre digitale aux règlementations et l’encouragement de l’innovation et prise de risque mesuré pour améliorer l’expérience client
Supporter les DRM avecdes plans d’engagement omnicanaux accompagnant les offres digitalesà destination des clients non-visités.
Assure la mise en place de mesures de la performance (KPIs) et de l’expérience client (NPS) et report l’impact des différentes initiatives.
- Les compétences
- Expérience dans la conception et la mise en œuvre d’offres de services digitaux, de tactiques et de campagnes digitales (multicanales et/ou omnicanales)
- Expérience en matière de campagnes et projets numériques réussis
- Compréhension de la technologie et des capacités numériques et capacité à communiquer avec les équipes techniques et analytiques
- Esprit d’équipe et créativité
- Sens du service client et de l’amélioration continue
- Capacités de communication
- Compétences en gestion de projet
- Très bon esprit d’analyse et de synthèse
- Leadership transverse, force de conviction et capacité à mobiliser les équipes autour d’un projet commun
Diplôme de niveau Master souhaitable
7+ ans d’expérience dans le domaine du digital (dont marketing, conseil, communication et solutions) Expériences réussies de déploiement de projets digitaux Expériences réussies de campagnes marketing digitales ayant eu un impact mesurable sur le résultat de l’organisation
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