Customer Experience Delivery Manager

**Site Name**: Mississauga Milverton Drive
**Posted Date**: Oct 8 2024

The newly formed Digital Fuel Team 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 (formerly called Global Digital Hub) is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines portfolio in markets outside the US with no local sales, marketing & medical resources. This team has a clear and exciting mission ‘to deliver 5-10% impactable sales as demonstrated through marketing mix modelling’. To achieve this mission, the team are focused on two strategies:
Flawlessly execute & optimise omnichannel campaigns aligned to Global & Regional strategic priorities Pioneer new customer engagement approaches to deliver our mission & serve as ‘test bed’ for scale

We are looking for an experienced and passionate digital marketer to lead and support the implementation and the execution of omnichannel campaigns for Relvar and Anoro in selected EU Countries. This role will report to the ‘Senior Customer Experience Delivery Manager’ and is going to be key member of the agile Scrum Team supporting Relvar & Anoro to successfully deliver the team’s mission.

**Key responsibilities**:
Support Senior Customer Experience Delivery Manager in the execution of omnichannel integrated campaigns for assigned brands in a timely manner, with clear customer segmentation and targeting

Work closely with assigned Medical Affairs Managers within the Accelerator Team to plan and execute the campaigns, including implementation of DDCx user journeys and content planning across broader channel mix

Manage x-matrix stakeholders and third parties to execute flawlessly, including MOC, media agencies and relevant Regional and Local stakeholders in the LOCs.

In alignment with global & General Medicine analytics framework, execute (or lead vendor to execute) tagging of content and campaigns to track usage and effectiveness for improvement. Provide instructions for tagging across all campaign collaterals.

Carry out monthly campaign performance analysis, analysing all relevant data sets, distilling key insights and recommending actions for optimisation ready for presentation to snr management as part of ongoing agile sprint retrospectives.

Work with D&A lead and scrum masters to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including new functionalities & channels.

Manage content and activity demand forecasting and prioritization process with MOC and 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance

Manage digital vendors, translation vendor, carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Hub.

Own the development, implementation & continuous optimization of customer-centric digital framework
- This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:_
- ** Mindset**

Agile and entrepreneurial mindset with problem solving attitude to impactfully develop new way of working and processes
- ** Capability**
- Knowledge of Asthma and COPD competitive landscape in one or more EU countries
- Experience of 3rd party marketing channels & platforms for HCPs
- Proven track record of omnichannel marketing execution, including direct involvement in content & media planning, working closely with third party media suppliers.
- Experience in working with modular content
- Good Project planning skills
- Experience implementing omnichannel campaigns
- Experience analysing data & analytics to distil insights to optimise marketing campaigns
- ** Stakeholder Management**
- Partner closely with production agency, medical affair managers and 3rd party agencies to drive timely plan execution
- ** Outside-In**
- Demonstrates strong customer focus and awareness of digital industry trends

**_ Why You?_**
- Experience working with Rx brands preferably withing respiratory primary care market
- Digital Marketing degree or equivalent with significant experience in omnichannel execution of content and user journeys
- Understanding of Customer segmentation & targeting
- Hands on experience of content development and copy approval, i.e. Content Lab
- Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders
- High accountability & track record of successfully delivering critical complex projects

**Why GSK?**

**Uniting science, technology and talent to get ahead of disease together.**

GSK is a global biopharma compan