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Customer Experience Lead

2 months ago

Manchester, United Kingdom Chiesi Group Full time
Purpose

The CX and Omnichannel Lead is responsible for developing and executing the Customer Experience and Omnichannel strategy within the Respiratory Marketing team, ensuring seamless integration across marketing and wider Respiratory BU activities.

Main Responsibilities
  • Lead the UK Omnichannel Marketing Strategy for the Respiratory and Special Care teams, building capability to deliver value-adding experiences across the customer journey.
  • 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.
  • Forecast, budget, and prepare 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 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.
  • Lead and develop their team, ensuring individual members fulfill their potential and develop in line with their 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.
Experience Required
  • 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.