The Multi-Channel Engagement Digital Operations Lead is responsible for co-leading the MCE business operations workstream with his/her ITS counterpart. The aim of this workstream is to define and deliver an optimized operating model for multi-channel customer engagement today, and in the future. This colleague will play a pivotal role on the global MCE project team and will partner closely with global business units (GBUs) and ITS at a global and local level to ensure operational readiness and successful implementation.
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Co-lead the digital operations workstream across GBUs-countries:
Partner with ITS digital operations lead
Lead virtual team of ~10 marketing, medical, and ITS professionals in GBU-country organizations; team composition will shift as we move through different waves of implementation
Define the current and future MCE operating model:
Recommend organization and skills required to run MCE in GBUs by country – and how accountabilities divide
Propose new/revised services/processes required to support MCE in GBUs by country
Recommend an optimized ‘ways of working’ with new tools/platforms; development of checklists, processes, templates to enable the business to implement new capabilities
Co-lead the RFP/selection of the global/regional/local MCE service provider(s)
Lead countries in the development of the healthcare professional (HCP) journey:
Work with the countries to determine the ideal HCP experiences including channel interactions, content requirements, customer segmentation and translate into customer journeys used to drive multichannel execution
Design and deliver training on the new operating model. This will include working with service vendors in the development of localized training materials
Lead overall change management effort for MCE while ensuring local implementation and alignment.Specifically:
Lead local teams in the development of change management action plans. Action plans will include training, targeted materials, toolkits, and communication strategies
Coordinate with communications specialist to develop engagement strategies and content, and design and deliver MCE communications
Qualifications
Basic Qualifications
Undergraduate degree
10+ years of previous experience in a marketingoperations capacity working alongside marketing and ITS functions
Significant experience in process and service design
Strong knowledge of multi-channel engagement in pharmaceuticals with specific understanding of healthcare professional marketing and customer journeys
Strong knowledge of multi-channel engagement platforms and tools, e.g., campaign management, service providers, etc.
Strong experience in working in multi-cultural/global environments
Ability to travel globally #L1-SA
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