Customer Experience Lead

4 days ago

Manchester, United Kingdom Chiesi Group Full time
Job Summary

We are seeking a highly skilled Customer Experience Lead to join our Respiratory Marketing team at Chiesi Group. As a key member of our marketing leadership team, you will be responsible for developing and executing the Customer Experience and Omnichannel strategy, driving seamless and integrated experiences across our marketing and wider Respiratory BU activities.

Main Responsibilities
  • Lead the creation and execution of the UK Omnichannel Marketing Strategy for the Respiratory and Special Care teams, building capability to deliver value-adding experiences.
  • Develop and optimize omnichannel campaigns supporting the entire Respiratory portfolio, in collaboration with customer strategy teams.
  • Influence and support successful usage of marketing channels as part of the omnichannel mix, including web platforms, CRM, and email.
  • Lead forecasting, budgeting, and preparation of omnichannel plans for delivery across each channel, including spend, KPI setting, and delivery milestones.
  • Support the transformation towards a customer-centric approach within the marketing team, enabling the customer experience manager to continually listen, prioritize, and act upon customer needs.
  • Build CX measurement capability and culture to enable ongoing optimization of customer solutions and campaigns.
  • Oversee the Patient Support strategy for the Respiratory Marketing team, managing the Patient Lead to develop co-created, needs-led support for asthma and COPD patients.
  • Collaborate with cross-functional stakeholder groups in the UK and globally, ensuring alignment and collaboration.
  • Budget responsibility in line with budget and agreed phasing.
  • Responsibility for team members, ensuring individual fulfillment of potential and development in line with capability and career goals.
  • Support the development of a Marketing Excellence program across the UK Respiratory Marketing and Corporate Marketing.
  • Commercial Signatory for the UK Respiratory Marketing Team.
Requirements
  • Education to degree level, preferably in business, marketing, or life science, or demonstrable work experience.
  • Strong experience working in a pharmaceutical/med-tech or similar industry marketing role.

As a key member of our team, you will have the opportunity to make a significant impact on our customer experience and drive business growth. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.

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