Omnichannel Experience Design

3 weeks ago

Ho Chi Minh City, Vietnam GSK Full time

**Site Name**: Vietnam - Ho Chi Minh City

**Posted Date**: May 14 2024
**About GSK**

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together. Our success absolutely depends on our people. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. 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.

**About the Role**

**OC Experience Design & Channel Orchestrator Senior Manager** will be responsible for designing & planning of HCP journeys.

Experience Design & Channel Orchestrator Senior Manager will activate & scale new channels, perform cross-channel orchestration, define channel strategy, and measure channel effectiveness to craft an Omnichannel (OC) customer experience.
These responsibilities include some of the following:
**Customer Journey & Experience Management**
- Designs HCP journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behavior-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impact
- Provides overall direction for enhancing CX by analyzing business objectives and customer needs as well as developing, communicating, and implementing business strategies and practices whilst driving continuous improvement in CX tools, documentation, and processes
- Ensures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement.
- Develops high-level customer experience roadmap; sets prioritization rules and develops guidelines for improving customer experience.

**Channel Strategy**
- Leads channel strategy/action plan and ensures improvement in quality of customer interactions though improved cross-channel orchestration & personalization.
- Identifies opportunities to establish new channels (voice, chatbots, social etc.) based on customer preferences and formulates strategies to scale them.

**Customer Insights & Analytics**
- Leverages CX framework, insights from customer data & information from different channels (e.g., Field Force team feedback, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategy
- Acts as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities
- Tracks performance of activities, customer journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimize

**Cross-functional Collaboration**
- Collaborates with cross-functional teams (Field, Marketing, Medical etc.) to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives.

**About you?**

To be successful in the role, you need:
**Experience & Educational Qualifications**:

- Bachelor’s Degree in Marketing, or any other related discipline. MBA preferred.
- 8+ years of directly related or relevant experience, preferably in digital marketing, brand management, omnichannel engagement, or customer experience.

**Preferred Certifications**:

- Digital Marketing Certifications
- Data Analytics Certifications
- Project Management Certifications

**Skills & Knowledge**:
**Technical Skills**:

- Campaign Management
- Channel Strategy & Management
- Customer Journey Mapping
- Customer Experience
- Marketing Communications
- Data Analysis and Synthesis
- Marketing Analytics & Customer Insights
- User Interface (UI) Design
- Cross-Channel Analytics
- Digital Marketing

**Behavioral Skills**:

- Collaboration
- Team Management
- Planning
- Decision Making
- Creativity & Innovation

**Tools Knowledge**:

- MS Office suite
- Web Analytics tools like Google Analytics
- CRMs like Veeva, Salesforce
- Data tools like Claravine
- Marketing automation tools like SFMC, Pardot

**Why join us?**

At GSK, we challenge ourselves to get Ahead Together - to make a positive impact on global health; for growth; in an environment where people can thrive. Our culture inspires our performance.

By joining GSK, you’ll enjoy:

- A flexible and life-friendly working approach, allowing you to do your best work
- Being in a diverse organisation that reflects the communities that we work within
- Development and progression at a global scale, with international opportunities
- 5 Feel Good Days and 1 volunteer day (on top of your annual leave)
- Option to purchase up to 4 weeks’ additional leave per year
- Access to discounted health insurance
- LI-GSK

**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 tal

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