Customer Experience Delivery Manager
3 weeks ago
Role :Customer Experience Delivery Manager
Duration : 12 months
Job Purpose
The newly formed CX & Data organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact. The Global Digital Hub is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines & Vaccines portfolio in markets outside the US with no local sales, marketing & medical resources. We are looking for an experienced and passionate Brand Manager to lead the design, implementation and ongoing analysis & optimisation of agreed brands across selected Emerging Market Countries. Moreover, the role will play a critical role, supporting the Associate Director – Customer Experience to play back key data and insights to business stakeholders in Global, Regional and Local teams to drive action in the pursuit of a much improved customer experience and higher performance impact.
This role will report to the ‘Associate Director – Customer Experience - EM” and will be a key member of the Digital Hub Team, successfully delivering against clear commercial & medical Regional performance targets.
Key responsibilities:
Support the execution of omnichannel integrated campaigns for priority market/brands across EM in a timely manner, with clear customer segmentation and targeting. Work closely with assigned Medical Affairs Managers within the Digital Hub team to plan and execute the campaigns, including implementation of DDCx user journeys and content planning across the broader channel mix Manage x-matrix stakeholders and third parties to execute flawlessly, including media agencies and relevant Regional and Local stakeholders in the LOCs. In alignment with global & General Medicine analytics framework, execute (or lead vendor to execute) tagging of content and campaigns to track usage and effectiveness for improvement. Provide instructions for tagging across all campaign collaterals. Carry out monthly campaign performance analysis, analysing all relevant data sets, distilling key insights and recommending actions for optimisation ready for presentation to snr management as part of ongoing agile sprint retrospectives. Work with scrum masters to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including new functionalities & channels. Manage content and activity demand forecasting and prioritization process with 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance Manage digital vendors, translation vendor, carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Hub. Own the development, implementation & continuous optimization of customer-centric digital framework Mindset Agile and entrepreneurial mindset with problem solving attitude to impactfully achieve teams goals. Capabilit y Previous experience in managing pharma prescription brands at local or global levelExperience of GSK and 3rd party marketing channels & platforms for HCPsProven track record of omnichannel marketing execution, including direct involvement in content & media planning, working closely with third party media suppliers.Experience in working with modular contentGood Project planning skillsUnderstanding of local Pharmaceutical codes and regulationsExperience implementing GSK DDCx User Journey catalogueExperience analysing data & analytics to distil insights to optimise marketing campaigns Stakeholder Management Partner closely with medical affairs managers and 3rd party agencies to drive timely plan executionPartners closely with subject matter experts to seek necessary input & collaboration, i.e. compliance, medical. legal etc. Outside-In Demonstrates strong customer focus and awareness of digital industry trendsWhy You?
Experience working with Rx brands at local or global level Digital Marketing degree or equivalent with significant experience in omnichannel execution of content and user journeys Understanding of customer segmentation & targeting Hands on experience of content development and copy approval, i.e. Content Lab Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders High accountability & track record of successfully delivering critical complex projects*LI-GSK
Job Application End Date : 17th May 2024
Why GSK?
Uniting science, technology and talent to get ahead of disease together.
GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.
-
Customer Experience Specialist
2 days ago
Brentford, United Kingdom Source4 Personnel Solutions Full timeAre you ready to embark on a journey where every call is an opportunity to make a difference? Join our dynamic team as a Customer Experience Specialist, where you'll be the frontline ambassador of our brand, delivering exceptional service with every interaction. As a Customer Experience Specialist, you will be the voice of our company, providing unparalleled...
-
CX Delivery Manager
3 weeks ago
Brentford, United Kingdom 1054 GlaxoSmithKline Services Unlimited Full timeWe’re excited to be moving to our vibrant new home on New Oxford Street in central London from the end of June 2024. At GSK HQ, we’re building an energising space where we can connect, collaborate and get ahead of disease together. Designed especially for us, it’ll be one of the healthiest workplaces in the world, with best-in-class tech and bright,...
-
Content Delivery Lead
1 day ago
Brentford, United Kingdom La Fosse Full timeContent Delivery Lead (CONTRACT) Duration: 12 months + extensionLocation: Hybrid, West London 2 days per week Day rate: DOEWe are searching for a Content Delivery Lead who will be responsible for optimising delivery solutions and evolving content standards, making it easier to deploy content which will be engaging and customer-focused. Relevant industry...
-
Content Delivery Lead
3 days ago
Brentford, United Kingdom La Fosse Full timeContent Delivery Lead (CONTRACT) Duration: 12 months + extensionLocation: Hybrid, West London 2 days per week Day rate: DOEWe are searching for a Content Delivery Lead who will be responsible for optimising delivery solutions and evolving content standards, making it easier to deploy content which will be engaging and customer-focused. Relevant industry...
-
Content Delivery Lead
3 days ago
Brentford, United Kingdom La Fosse Full timeContent Delivery Lead (CONTRACT) Duration: 12 months + extension Location: Hybrid, West London 2 days per week Day rate: DOE We are searching for a Content Delivery Lead who will be responsible for optimising delivery solutions and evolving content standards, making it easier to deploy content which will be engaging and customer-focused. Relevant...
-
Content Delivery Lead
3 days ago
Brentford, United Kingdom La Fosse Full timeContent Delivery Lead (CONTRACT) Duration: 12 months + extensionLocation: Hybrid, West London 2 days per week Day rate: DOEWe are searching for a Content Delivery Lead who will be responsible for optimising delivery solutions and evolving content standards, making it easier to deploy content which will be engaging and customer-focused. Relevant industry...
-
Content Delivery Lead
14 hours ago
Brentford, United Kingdom La Fosse Full timeContent Delivery Lead The following information aims to provide potential candidates with a better understanding of the requirements for this role.(CONTRACT) Duration: 12 months + extensionLocation: Hybrid, West London 2 days per week Day rate: DOEWe are searching for a Content Delivery Lead who will be responsible for optimising delivery solutions and...
-
Delivery Driver
1 month ago
Brentford, United Kingdom Global Service Group Full timeWe need drivers to deliver in London and surrounding areas from 12th to 24th December. Not multi drop all inside M25 Early starts Brand new Ford Custom vans Use van for travel to and from work Opportunity to finish early if all jobs completed within designated times 7 day a week opportunity and full time jobs avauilable after Christmas if...
-
Project Manager
1 month ago
Brentford, United Kingdom The Symphony Group PLC Full timeSymphony Group have an exciting opportunity for a Project Manager within the Skyline Division to service the Southern region. This ideal candidate will be based in the Brentford or surrounding area within a 15-mile radius.You will join us on a full-time, permanent basis , and in return, you will receive a competitive salary. As the UK market...
-
IT Service Delivery Manager
1 month ago
Brentford, Greater London, United Kingdom Premier Group Recruitment Ltd Full timeIT Service Delivery Manager Premier IT, Brentford, 211939 Home Technology Senior Appointments IT Service Delivery Manager IT Service Delivery Manager For more information about this role please apply, or email Ollie Hodgkinson on ohodgkinson@pg-rec.com who will be able to provide more details on the opportunity.Many thanks, Premier Group For more...
-
Sales Manager
4 weeks ago
Brentford, United Kingdom Italicatessen Ltd Full timeCompany: Italicatessen LtdRole: Sales Manager Description:The Sales Manager's primary responsibilities include the implementation of the Company's strategic and operational plan. This role will be responsible for maintaining relationships and business with key customers, including Multiples, creating a vision for each to follow and gain market share. The...
-
Customer Service Administrator
23 hours ago
Brentford, United Kingdom Italicatessen UK Full timeCustomer Service AdministratorItalicatessen UK Ltd are actively seeking a Customer Service Administrator for our company, a wholly owned subsidiary of the Musgrave Group. We are an Italian Food & Wine importation and distribution business, based in Brentford, West London. This is an important role which ensures smooth and efficient communication between the...
-
Customer Service
1 month ago
Brentford, United Kingdom Adecco UK Full time**Customer Services / Callcentre (1 Year FTC)** **£23,500 salary** **Based - Brentford, Middx TW8** **Mon - Fri 9am - 5pm** **Role**: Provide a responsive, customer-focused service to all contacts made by telephone, by the portal and by other systems To contribute to a high level of customer satisfaction, as part of the customer service...
-
Content Delivery Lead
3 days ago
Brentford, Greater London, United Kingdom La Fosse Full timeJob Description Content Delivery Lead (CONTRACT) Duration: 12 months + extension Location: Hybrid, West London 2 days per week Day rate: DOE We are searching for a Content Delivery Lead who will be responsible for optimising delivery solutions and evolving content standards, making it easier to deploy content which will be engaging and...
-
Customer Service Administrator
4 weeks ago
Brentford, United Kingdom Italicatessen UK Full timeCustomer Service Administrator - Fluent ItalianItalicatessen UK Ltd are actively seeking a Customer Service Administrator for our company, a wholly owned subsidiary of the Musgrave Group. We are an Italian Food & Wine importation and distribution business, based in Brentford, West London. This is an important role which ensures smooth and efficient...
-
Service Manager
3 days ago
Brentford, United Kingdom Theo Jones Recruitment Full timeAre you an experienced Service Manager looking for a new challenge? Discover an amazing opportunity with a busy Prestige main dealer! Automotive Service Manager – West London Salary: Basic £50,000 OTE £70,000 Working Hours: Monday – Friday 8.00am - 6.00pm Service Manager required for this well established and highly successful Prestigious...
-
Service Manager
3 days ago
Brentford, United Kingdom Theo Jones Recruitment Full timeAre you an experienced Service Manager looking for a new challenge?Discover an amazing opportunity with a busy Prestige main dealer!Automotive Service Manager – West LondonSalary: Basic £50,000 OTE £70,000Working Hours: Monday – Friday 8.00am - 6.00pmService Manager required for this well established and highly successful Prestigious Dealership based...
-
Service Manager
2 days ago
Brentford, United Kingdom Theo Jones Recruitment Limited Full timeAre you an experienced Service Manager looking for a new challenge? Discover an amazing opportunity with a busy Prestige main dealer! Automotive Service Manager - West London Salary: Basic £50,000 OTE £70,000 Working Hours: Monday - Friday 8.00am - 6.00pm Service Manager required for this well established and highly successful Prestigious Dealership...
-
Senior People Advisor
1 month ago
Brentford, United Kingdom First Recruitment Group Full time**Senior People Advisor** **Full-time** **Brentford, London - required in the office full time** **Reporting Manager Title: Human Resources Business Partner** **Duration of Contract: 18 Months** You Will: - Provide an effective HR service as the main focal point on emerging London Hub Projects and therefore be responsible for supporting the Project...
-
Senior Supply Chain Assistant
4 weeks ago
Brentford, United Kingdom Hospital Innovations Limited Full timeHospital Innovations is a dynamic market leading company established to fulfil the needs of its customers through innovation, choice and quality. The company delivers products and services to the medical community in an effective and sustainable manner. Your contribution will be pivotal to the company’s future and to it delivering a consistent high level...
