The CE&CX HUB Manager is the leader of the Customer Engagement (CE) & Customer Experience (CX) HUB (CE&CX HUB). This team owns the capabilities, tools & processes on which the Customer Experience & Omnichannel strategy is built, and as such, its leader is a key member of the Innovation leadership team in AZ Spain.
This is a professional with a profound knowledge of CX trends and methodologies and also all new digital MKG tools with vision to innovate and integrate physical with digital channels in a truly omnichannel way. It includes managerial responsibility for a team of diverse professionals and requires business partnership with multiple stakeholders including Senior Executive Leaders and top management at country and global level.
Typical Accountabilities
Customer Experience & Digital
- He/she demonstrates strong intellectual curiosity with an interdisciplinary approach and is responsible to establish an Internal Strategic Consulting mindset, focusing on support business & data-based decision making.
- He/she is responsible for the effective leadership, management, coaching and counselling of the Customer Engagement & Customer Experience HUB Team and leads talent development according to the company needs.
- Has the capacity to understand what to prioritize, and the leadership skills to manage internal stakeholders’ expectations.
- Contributes to marketing effectiveness by identifying short-term and long-range issues that must be addressed together with the CE & Digital BPs.
- He / She is responsible to design, implement, and optimizing customer experience strategies across the organization to drive customer satisfaction and loyalty.
Strategy & Execution
- He/she will play an important role in the implementation at scale the global Customer Engagement Strategy (Next Gen) at local level, supporting the business needs and ensuring the coordination with the local technical ecosystem.
- He/she will influence to CDH and GCIT teams the ensure the evolution of the global strategy and tools fit with the local audiences and internal stakeholders (Business Units).
- He/she will ensure the alignment and value proposition for each of the channels, leading towards a next generation customer engagement ecosystem.
- He/she will play an important role in the definition of a Web and Social Media Strategy for health professional and will ensure that content value proposition meets and exceeds HCP expectations. Additionally, He/She will align performance and strategy with the company social media strategy.
- He/she will lead the new HCP website project. He/she will ensure Front-End experience is aligned with brands’ needs, Digital & Corporate design principles and expected UX, and will guarantee that system back-end functionalities & components allow such experience.
- He/She will coordinate the implementation of Omnichannel experiences measurement plans: Design KPIs and sets goals, targets and measurement milestones aligned to business and capability building objectives. Measures and reports performance of all digital and omnichannel marketing campaigns and assesses against goals (ROI and KPIs).
- He/She will coordinate GCO Operations Teams (Omnichannel Delivery & Content Factory) ensuring that the service level meets the needs for the CE & Digital Brand Plans implementation.
Act as an innovation Ambassador through the company
- Brainstorms new and creative growth strategies through digital and omnichannel marketing.
- Evaluates emerging technologies. Provide thought leadership and perspective for adoption where appropriate.
- Promotes a culture of digital innovation around the organization.
Cross Functional Collaboration
- Effectively work across the Commercial interface to successfully build relationships and drive performance collectively through all marketing and sales channels.
- Collaborate with internal teams, and vendor partners to identify new capabilities to optimize the user experience, expanding the omnichannel ecosystem.
- Leads internal and external stakeholder engagement to assess the business need, identify opportunities, and implement and measure solutions.
- Understand how to pair strategy with internal client engagement and external supplier management in a highly regulated environment.
Vendor & Budget Management
- Successfully partner with vendors and agencies to ensure the strategy, approaches, and requirements for omnichannel execution are understood and interpreted appropriately for quality delivery and execution.
- Accountable for implementing a plan to maximize briefings, follow up and outcomes from marketing agencies, including day to day management of the TA needs assessment and purchase of services and products to external providers and internal digital factory.
- Coordinates the activities and outcomes of the internal content production in collaboration with the AZ Global teams.
Team Development
- Leads and develop a team of highly skilled staff: recruiting, selecting, orienting, and training employees (supports the organization to contribute to the “education” of the wider team).
- Develops team staff by providing timely feedback, adequate information, educational opportunities, and experiential growth opportunities.
- Inspires teams and motivates peers to achieve goals on the digital arena, including new customer engagement approaches, innovative content, channels, and audiences.
Compliance
- Guarantees that all activities related to the job comply with applicable external and internal regulations (policies, procedures, standards, guidelines, and code of conduct).
Education, Qualifications, and Experience
Essential
- Bachelor’s degree in business management, consultancy, advertising or a related field to work in Digital Marketing and Customer Experience/Engagement.
- More than 5 years of similar roles experience in the pharmaceutical or other industries (leading a team of digital transformation, customer engagement or omnichannel strategy).
- Proven working experience in customer experience and digital marketing and demonstrable experience leading and managing SEO/SEM, marketing database, email, social media and/or display advertising campaigns.
- Experience in optimizing digital assets and user funnels and in developing and working with customer segmentation, propensity modelling and customer personas / journeys.
- Proven experience in Omnichannel environments.
- Knowledge of MarTech technologies at business level.
- Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform, and motivate.
Desirable
- Proven working experience in digital transformation plans with a high focus on customer experience.
- Proven working experience in digital marketing and demonstrable experience leading and managing SEO/SEM, digital marketing database, email, platforms, new channels, digital marketing funnel, social media and/or display omnichannel advertising campaigns.
- Proven knowledge of the business intelligence ecosystem including talent development opportunities & training programs, talent acquisition pools.
Skills and Capabilities
Essential
- Thorough knowledge of effective survey design and experience working with online survey platforms (esp. Qualtrics).
- Strong capability in developing data-driven insights, working with complex data sets across multiple sources. Experience working with both numeric and verbatim data.
- Strong qualitative and quantitative research competencies, including survey / research design and analysis / reporting.
- Up-to-date with the latest trends and best practices in online marketing and measurement.
- Able to develop budgets.
- Builds and develop effective and diverse teams.
Desirable
- Digital Mindset with native digital skills and proven digital experience in other markets beyond biomedical companies including global environments.
- Advanced data analytics capabilities, including deep understanding of external data sources, data management, data privacy, data driven innovation and data driven business decision making.
- Highly creative, digital transformation acumen, proven track of excellent omnichannel performance in complex environments.
- Understanding current and future trends on Omnichannel strategy and implementation, with experience in developing and escalating those in the pharmaceutical industry.
Key Relationships to reach solutions
Internal (to AZ or team)
- Communication team.
- MKT Leads / Brand Managers.
- Innovation Team.
- Regional / Global Teams.
External (to AZ)
- External critical stakeholders.
- Key providers.
Date Posted
15-ene-2025
Closing Date
05-feb-2025
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.
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