Associate Director managing Patient Assistance Programs at AstraZeneca. Overseeing operations, vendor management, and stakeholder collaboration to enhance access to medications.
About the role
- Global Omnichannel Capabilities Director at ViiV Healthcare developing and optimizing omnichannel strategies. Leading initiatives that enhance customer experiences and drive business outcomes across channels.
Responsibilities
- Develop and implement a global omnichannel strategy to enhance digital fluency, improve Customer Experience (CX), and drive adoption of global strategies, tools and platforms across markets.
- Design, scale and embed omnichannel capabilities (e.g. segmentation, personalization, content optimization) globally ensuring they meet business objectives by collaborating across different teams.
- CX global business plan lead working very closely with Global Brand teams, advocating for customer-centric strategies informed by insights from healthcare professionals (HCPs), patients and stakeholders.
- Drive innovation by identifying opportunities, adopting new digital tools and platforms that connect online and offline channels.
- Lead CX capability across ViiV, including identification of gaps and areas to focus on, Omnichannel capabilities within Learning & Development Platform, the annual Digital Excellence Maturity Assessment (DEMA)
- Collaborate with the Data & Analytics team to define KPIs and develop actionable insights from customer data, optimizing omnichannel strategies and ensuring relevance and impact of campaigns and engagement efforts.
- Monitor and report on the effectiveness of omnichannel initiatives, providing recommendations to enhance performance and ROI.
- Ensure all omnichannel strategies adhere to relevant regulatory, privacy, and compliance requirements, particularly in the highly regulated healthcare environment.
- Champion ethical and responsible use of data and technology in all initiatives.
Requirements
- Bachelor’s degree required; advanced degree in Marketing, Business, Digital Innovation, Data Science, or related field experience strongly preferred.
- Great experience in capabilities, digital marketing, customer experience, or omnichannel strategy, preferably within the pharmaceutical or healthcare industry.
- Proven track record of leading large-scale omnichannel initiatives across multiple geographies.
- Deep understanding of data-driven personalization, segmentation, and analytics as they relate to customer engagement.
- Experience working within global organizations and managing cross-functional teams in matrix environments.
Benefits
- Employee benefits offered by GSK
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