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Customer Engagement Manager

2 months ago

Kirkland, Canada Merck Canada inc Full time

Job Description

Le Chef de l'engagement du client est responsable du développement et de la réalisation des stratégies promotionnelles intégrées conformément à la stratégie de marque au sein de leur domaine thérapeutique respectif.Le titulaire de ce poste travaillera en collaboration avec l'équipe de marque pour comprendre pleinement la vue complète du parcours des patients de bout en bout, dans le but d'identifier, de créer et de mettre en œuvre des plans de marketing intégrés alignés sur les besoins des clients et les objectifs commerciaux.

Le Chef de l'engagement du client utilisera des outils d'analyse avancés et des solutions marketing pour créer un environnement omnicanal, afin d'offrir une expérience client omnicanal transparente, orchestrée et personnalisée.

Selon le(s) projet(s) assigné(s), les responsabilités peuvent inclure un ou plusieurs des éléments suivants :

  • Stratégies promotionnelles intégrées : élaboration et mise en œuvre de stratégies promotionnelles conformément à la stratégie de la marque, ce qui comprend le contenu, les messages, l'ensemble des canaux et le budget de promotion de marketing. Cela peut inclure divers parcours clients tels que le direct vers le consommateur, les patients, les professionnels de santé, et d'autres.

  • Expérience client : intégration d'informations dans la planification et la mise en œuvre afin d'élaborer des stratégies d'engagement personnalisées et dynamiques sur le plan segmentaire et individuel, de manière à offrir une expérience harmonieuse aux clients.

  • Maximisation des résultats opérationnels : définition de mesures, d'indicateurs clés de performance et d'objectifs solides intégrés à la planification et à la mise en œuvre, avec une évaluation continue du rendement, une identification des possibilités et des domaines problématiques ainsi que des efforts déployés en vue de l'optimisation des campagnes en temps réel.

  • Équipes promotionnelles des méthodes Agiles : direction d'une équipe de méthodes Agiles comptant des membres d'équipes interfonctionnelles, à l'interne et à l'externe, qui collaboreront pour passer de la stratégie à la mise en place et à l'exécution pour offrir la meilleure expérience client possible.

Compétences :

  • Excellente aptitude à la pensée créative, novatrice, conceptuelle et stratégique.

  • Pensée stratégique et capacité d'élaborer, de mettre en œuvre et de superviser des plans promotionnels intégrés.

  • Connaissance des tendances actuelles et des pratiques exemplaires en marketing, en marketing numérique, en marketing dirigé par les données, et des nouvelles plateformes et technologies clés qui soutiennent les efforts de marketing.

  • Connaissance approfondie du marketing relationnel et de l'activation de comptes clients, y compris le savoir des segments, des besoins, de l'utilisation de canaux et des préférences des clients.

  • Développe de nouvelles perspectives de solutions innovantes qui entraînent un meilleur engagement du client.

  • Fait preuve de souplesse quand vient le temps de collaborer avec des équipes interfonctionnelles mondiales et locales; sait tenir compte des idées de chacun et sait collaborer avec d'autres.

  • Travail axé sur les résultats, persévérance, solides compétences d'analyse et raisonnement dirigé par les données

  • Haut niveau d'intégrité et d'éthique au travail

  • Pensée critique et capacité de prendre des décisions sous pression

Expérience requise :

  • Baccalauréat dans un champ d'études connexe; maîtrise, un atout

  • Cinq ans d'expérience en marketing et en planification de marketing numérique

  • Excellentes compétences pour gérer les agences média, créatives et de publication numérique

  • Certificat de Google Analytics, un atout

  • Expérience en lien avec les plateformes de marketing (automatisation du marketing, Journey Builder, etc.)

  • Excellentes compétences en communication et en présentation en anglais et en français, requis

Conformément à la Stratégie de milieu de travail hybride de notre entreprise, ce poste sera exécuté au moyen d'une combinaison de travail à distance et de travail en personne (siège social de Kirkland) en fonction de la nature du travail à effectuer et sous réserve des dernières directives de santé publique.

Nous sommes fiers d'être une entreprise qui embrasse la valeur de rassembler des personnes diversifiées, talentueuses et engagées. La façon la plus rapide d'innover est de rassembler des gens de diverses opinions dans un environnement inclusif. Nous encourageons nos collègues à remettre en question avec respect les problèmes de réflexion et d'approche de l'un et de l'autre. Nous sommes un employeur souscrivant au principe de l'égalité d'accès à l'emploi et nous sommes déterminés à favoriser un milieu de travail inclusif et diversifié.

Current Employees apply HERE

Current Contingent Workers apply HERE

Secondary Language(s) Job Description:

The Customer Engagement Manager is responsible for the development and realization of the integrated promotional strategies in accordance with the brand strategy within their respective therapeutic area. The Customer Engagement Manager will work in collaboration with the brand team to fully understand the comprehensive view of the end-to-end patient journeys, with the goal of identifying, creating and implementing integrated marketing plans aligned to customer needs and business objectives.

The Customer Engagement Manager will utilize advanced analytics tools and marketing solutions to create an omni-channel environment, to deliver a seamless, orchestrated and personalized omni-channel customer experience.

  • Integrated promotional strategies: development and execution of promotional strategies in accordance with the brand strategy, including content, messaging, channel mix and marketing promotional budget. This can include various customer journeys such as direct-to-consumer, patients, HCPs and others.

  • Customer experience: incorporate insights into planning and execution to develop tailored and dynamic engagement strategies at segment/individual level to provide customers with a seamless experience.

  • Maximizing business outcomes: defining strong goals, KPIs and metrics embedded in the planning and execution, with continuous assessment of performance, identifying opportunities and problematic areas, working towards optimizing the campaigns in a real-time fashion.

  • Agile mindset promotional teams: lead team with agile mindset comprised of cross-functional team members, internally and externally, that will collaborate to move from strategy to implementation and execution, to deliver the best possible customer experience.

Competencies:

  • Excellent ability for both creative, innovative, conceptual and strategic thinking.

  • Strategic thinking, ability to develop, execute and monitor integrated promotional plans

  • Current with the latest trends and best practices in marketing, digital marketing, data-driven marketing and key emerging platforms and technologies to support marketing efforts.

  • Thorough understanding of relationship marketing and customer activation including knowledge of customer segments, needs, channel usage and preferences.

  • Develops new insights into innovative solutions that result in stronger customer engagement.

  • Demonstrates flexibility when working with global/local cross-functional teams; integrates ideas and collaborates with others

  • Results-driven, perseverant, and strong analytical skills and data-driven thinking

  • High level of business integrity and ethics

  • Critical thinking and ability to make decisions under pressure

Experience required:

  • Bachelor's degree in a related field of study, Master's degree is an asset

  • 5 years of marketing, digital marketing planning experience

  • Strong understanding of direct-to-consumer activation through media campaigns

  • Excellent skills to manage media, creative and digital publishing agencies

  • Google analytics certification, an asset

  • Marketing platform experience (marketing automation, journey builder, etc)

  • Excellent communication and presentation skills in both English and French

In line with our Company's Hybrid Workplace Strategy, this position will be performed through a combination of remote work and in-person (Kirkland Head Office) based on the nature of work to be done and subject to the latest Public Health guidance.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

10/9/2024

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.


Job Posting End Date:10/09/2024


A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.


Requisition ID:R313607