Customer Experience Lead

4 weeks ago

Mississauga, Canada GSK Full time

**Site Name**: Mississauga Milverton Drive
**Posted Date**: Oct 29 2024

**_
Job Purpose_**

The Digital Fuel organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact. The Accelerator Team is a vital pillar of this organization, executing digital-only customer experiences across the GSK portfolio in markets outside the US.

This Cx Lead will play pivotal role in leading and executing disruptive innovative strategies for Canada LOC that elevate customer engagement, satisfaction, and loyalty in line with business strategy & customer/patient needs, whilst delivering revenue growth, differentiating GSK from competitors.

This role will report directly to the Cx Director GCI Region within Digital Fuel Accelerator Team and will have direct people leadership for group of CX Delivery Managers and play pivotal role in leading existing as well as establishing new Scrum Teams to successfully deliver the Digital Fuel business proposition as _trusted business partner - highly accountable GSK experts, fully integrated into GSK infrastructure & latest Tech advances, committed to driving superior Cx & maximum impact - #AheadTogether_

**Key Responsibilities**:
**Lead the business partnership** **with key Markets** to build strong Digital-Only or Digital Hybrid strategy, aligned to Global Brand strategy and market specifics for prioritized GenMed brands.
- Form clear business cases for expansion opportunities in other TAs, including necessary investment & mobilise resources in partnership with Cx Director

**Lead cross-functional team** to build insight based operational plan and secure excellence in execution with proper performance management in place.
- Manage cross-functional Global, Regional, Local stakeholders and third parties to execute flawlessly, including MOC, 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance.
- Establish key performance indicators to measure the impact of CX initiatives and lead team as well as internal/external partners to ensure regular Input-Lead-Lag indicator analysis, distilling key insights and engaging Digital Fuel and Market leadership on data-driven optimization recommendations.
- Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Fuel.

**People leadership **of Cx Delivery Managers and broader leadership in Scrum Teams (consists of Delivery Manager, ScrumMaster, Data Analyst) as well as offer wider leadership support to Cx Director in GCI.
- on the job leadership in line with GSK 70:20:10 model, day to day operations for the assigned team of direct report. Responsibility for external talent acquisition.
- capability growth for direct reports aligned to individual development plan and foster innovation utilization across GCI Accelerator team and beyond.

**Collaborate across Digital Fuel & Tech** to ensure seamless implementation of Cx Strategies and foster** test & learn approach to implement Innovative solutions**
- Work closely with internal and external stakeholders on development and execution of prototypes/ MVPs to test new customer experience strategies/ initiatives.
- Feedback & influence Digital & Tech Roadmaps where relevant to ensure integration with key CX initiatives.

**_ Why You?_**
- Track record of success in Pharma industry leadership roles at LOC/Regional/Global level. Experience in respiratory products would be considered as advantage.
- Excellent people engagement skills - building credibility with, and insights through a strong internal/external stakeholder network to drive performance and change in complex matrix organization.
- Agile mindset with design thinking & problem-solving attitude to establish business partnership with key stakeholders, by delivering and continuously optimizing appropriate solutions that achieve commercial goals.
- High accountability, project planning skills and track record of successfully delivering critical complex projects.
- Understanding in customer S&T and experience in marketing data & analytics, to distil insights to optimise marketing campaigns.
- Experience in GSK 3rd party marketing channels, platforms, Cx User Journeys, and modular content would be considered as advantage.
- Understanding of local pharmaceutical codes and regulations. Hands on experience of content development and copy approval, i.e. Content Lab
- Experience managing digital vendors and carrying out necessary compliance and management monitoring activities on routine basis to mitigate digital marketing risks.
- Demonstrates strong customer focus and awareness of digital industry trends.

**_ Why GSK?_**
- GlaxoSmithKline (GSK) is a science-led global healthcare company with a special purpose: to h

  • Talent Acquisition Lead

    3 weeks ago

    Mississauga, Ontario, Canada Indigo Books & Music Full time

    About the Role:We are seeking a highly skilled and experienced individual to join our team as a Customer Operations Lead. In this role, you will be responsible for leading the execution of work that contributes to the customer experience and omni sales results.Key Responsibilities:Coach and provide feedback to Customer Experience Representatives (CERs) on...

  • Guest Experience Centre Consultant

    6 months ago

    Mississauga, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Guest Experience Centre Consulant** **to join our Guest Services team!** **(Mississauga)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Fresh Kitchen & Juice Bar, Bier Markt, East Side...

  • Bilingual Guest Experience Centre Consultant

    6 months ago

    Mississauga, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Bilingual Guest Experience Centre Consulant** **to join our Guest Services team!** **(Mississauga)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Fresh Kitchen & Juice Bar, Bier Markt,...

  • Customer Experience Director

    1 month ago

    Mississauga, Ontario, Canada Indigo Books & Music Full time

    Job DescriptionThe Customer Operations Leader is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and on suggesting and selling Indigo's products, promotions, and programs to our...

  • Customer Experience Lead- Applewood Village

    2 months ago

    Mississauga, Canada Scotiabank Full time

    Requisition ID: 208119 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **About the role**: **What you’ll be doing** Our Customer Experience Leads are responsible for overseeing our high performing Retail Service teams. Scotiabank is a place where we put our customers first, and our priority is to...

  • Director, Customer Experience

    6 months ago

    Mississauga, Canada goeasy Full time

    Embark on a journey with one of Canada's fastest growing companies - welcome to goeasy! We have been honored with recognitions such as **Waterstone Canada’s Most Admired Corporate Cultures**, the **2022 Report on Business Women Lead Here**, **Report on Business for Canada’s Top Growing Companies** and **TSX30** **as one of the **best performing companies...

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Ontario, Canada Indigo Books & Music Full time

    About the Role:The Customer Experience Manager is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and on suggesting and selling Indigo's products, promotions, and programs to our...

  • Customer Experience Manager

    2 months ago

    Mississauga, Canada Michaels Full time

    Store - TOR-MISSISSAUGA/WINSTON CHURCHILL BLVD, ON Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. - Assist Store Manager in leading and managing...

  • Manager of Customer Experience

    5 months ago

    Mississauga, Canada American Tall Full time

    American Tall is a thriving e-commerce brand, dedicated to producing world-class quality clothing for tall men, and women, up to 7’1. Founded by a father and son duo in 2015, the business has grown to a level that seemed almost unimaginable just a few years ago and is now a leading brand in the tall community. The growth can be attributed to the excellent...

  • Director of Customer Experience

    1 month ago

    Mississauga, Ontario, Canada Northbridge Financial Corporation Full time

    About the RoleThe Director of Contact + is responsible for maintaining daily operations and providing strategic vision for the overall Contact+ department. This includes leading a team focused on providing excellent customer service, maintaining and building exceptional working relationships with clients, sales, underwriting, and other office personnel.Key...

  • Customer Experience Manager

    1 week ago

    Mississauga, Ontario, Canada Cineplex Full time

    Cineplex is a dynamic and innovative entertainment company seeking an experienced Customer Experience Manager to lead our team in delivering exceptional guest service and driving business growth. About the Role:This is a key leadership position responsible for overseeing the customer experience across all departments within our venues, ensuring seamless...

  • Customer Experience Representative

    5 months ago

    Mississauga, Canada Groupe CMI Full time

    **CMI Solar***:Title**: Customer Experience Representative **Location**:Mississauga, Ontario **Type**:Full-Time CMI Solar, a leading provider of solar energy solutions in Ontario, is seeking an experienced and motivated Customer Experience Representative to join our team. The Customer Experience Representative will be responsible for delivering exceptional...

  • Customer Experience Leader

    2 weeks ago

    Mississauga, Ontario, Canada GardaWorld Full time

    Customer Experience Manager Role SummaryAs a Customer Experience Manager at GardaWorld, you will be responsible for leading a team of facilitators to deliver exceptional customer service and seamless passenger experiences throughout the screening process.Main Responsibilities:Provide leadership, guidance, and support to the Facilitator team, fostering a...

  • Customer Experience Specialist

    2 weeks ago

    Mississauga, Ontario, Canada SSCI Full time

    Company OverviewSSCI is a leading organization in the telecommunications industry, dedicated to delivering exceptional customer experiences.Job SummaryWe are seeking a highly skilled Customer Experience Specialist to join our team. In this role, you will be responsible for providing top-notch support to our customers, ensuring their needs are met and...

  • Customer Experience Director

    6 months ago

    Mississauga, Canada AstraZeneca Full time

    At AstraZeneca, we pride ourselves on crafting a collaborative culture that champions knowledge-sharing, ambitious thinking and innovation - ultimately providing employees with the opportunity to work across teams, functions and even the globe. Recognizing the importance of individualized flexibility, our ways of working allow employees to balance personal...

  • Customer Experience Director

    2 weeks ago

    Mississauga, Ontario, Canada GardaWorld Full time

    Customer Experience ManagerGardaWorld seeks a Customer Experience Manager to lead the Facilitator team, ensuring exceptional customer service and a seamless passenger experience throughout the screening process.Key Responsibilities:Provide leadership, guidance, and support to the Facilitator team.Establish performance expectations, track progress, and offer...

  • Customer Experience Specialist

    6 months ago

    Mississauga, Canada Carrier Enterprise Canada Full time

    **Career Opportunity -** **Carrier Enterprise Canada, L.P.** **Customer Experience Specialist (Commercial)** **Reporting to**:Customer Experience Manager **Location**:Mississauga, ON **The Opportunity**: - Accepting and processing new orders from Territory Managers, Inside Sales Reps and customers in a call center environment - Keeping the customers...

  • Marketing Manager

    4 weeks ago

    Mississauga, Ontario, Canada Bombarbier Full time

    Bombardier is a world-leading aerospace company that designs, builds, and maintains the world's peak-performing aircraft for the world's most discerning people and businesses, governments, and militaries.As a Marketing Manager - Customer Experience, you will play a key role in developing and executing the annual customer marketing strategy to support the...

  • Customer Experience Associate

    1 month ago

    Mississauga, Ontario, Canada The Toronto-Dominion Bank (Canada) Full time

    Key AccountabilitiesAs a Customer Experience Associate, you will be responsible for delivering exceptional customer service and contributing to the ongoing improvement of the branch customer experience.Provide personalized service to customers, addressing their needs and concerns in a timely and professional manner.Process a range of financial transactions,...

  • Customer Experience Specialist

    2 weeks ago

    Mississauga, Ontario, Canada CAA Club Group Full time

    Our Company OverviewCAA Club Group is a leading provider of travel, automotive and insurance services to millions of members across Canada.We are seeking an experienced Customer Experience Specialist to join our team. As a key member of our Member Relations department, you will play a vital role in ensuring that our members receive exceptional service and...