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Customer Engagement Manager

2 months ago

Kirkland, Quebec, Canada Merck Canada inc Full time

Responsable de l'engagement client

Le responsable de l'engagement client est chargé de développer et de mettre en œuvre des stratégies promotionnelles intégrées en conformité avec la stratégie de marque au sein de leur domaine thérapeutique respectif. Il 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 responsable de l'engagement 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.

Les responsabilités peuvent inclure :

  • 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.
  • 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 requises :

  • Compétences créatives, innovantes, conceptuelles et stratégiques
  • Pensée stratégique et capacité à développer, exécuter et surveiller 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
  • Développement 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

Merck & Co., Inc. est une entreprise qui valorise la diversité, le talent et l'engagement. 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.