Area Director overseeing clinical quality for BCBAs at Golden Steps ABA. Leading team, mentoring, and ensuring client satisfaction in Boston location.
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
Job title
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Experience level
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Not specified
Degree requirement
Location requirements
Area Director responsible for overseeing clinical quality for Supervising Clinicians at Golden Steps. Mentoring and leading ABA therapy initiatives to ensure optimal outcomes for clients.
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