CX Delivery Manager

Site Name: UK - London - Brentford, Warsaw

Posted Date: May 3 2024

We'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, light spaces to help us thrive.

Role – CX Delivery Manager

Location : GSK House UK / Poland

Job Purpose

The Digital Fuel Accelerator Team 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. To achieve its mission the team are focused on two strategies:

Flawlessly execute & optimise omnichannel campaigns aligned to Global & Regional strategic priorities. Pioneer new customer engagement approaches to deliver our mission.

We are looking for an experienced and passionate digital marketer to lead and support the implementation and the execution of omnichannel campaigns for Relvar and Anoro in selected EU Countries. This role is going to be a key member of the agile Scrum Team supporting assigned brands to successfully deliver the team's mission. This is an exciting, fixed term contract/secondment opportunity for any key internal talent looking to deepen their data-driven digital marketing capability and drive demonstratable business impact.

Key Responsibilities

In this role you will:

• Support the strategy and lead the execution of omnichannel integrated campaigns for assigned brands in a timely manner, with clear customer segmentation and targeting.
• Work closely with assigned Medical Affairs Managers within the Accelerator 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, analyzing all relevant data sets, distilling key insights and recommending actions for optimization ready for presentation to snr management as part of ongoing agile sprint retrospectives.
• Work with D&A lead and 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 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 Accelerator Team.
• Own the development, implementation & continuous optimization of customer-centric digital framework.

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:

• Mindset

Agile and entrepreneurial mindset with problem solving attitude to impactfully develop new way of working and processes.

• CapabilityProven track record of omnichannel marketing strategy and execution, including direct involvement in content & media planning, working closely with third party media suppliers.Experience of 3rd party marketing channels & platforms for HCPs.Experience in working with modular content.Good Project planning skills.Experience implementing omnichannel campaigns.Experience analysing data & analytics to distil insights to optimise marketing campaigns.
• Stakeholder ManagementPartner closely with production agency, medical affair managers and 3rd party agencies to drive timely plan execution.Partners closely with subject matter experts to seek necessary input & collaboration, i.e., compliance, medical etc.
• Outside-InDemonstrates strong customer focus and awareness of digital industry trends.

Why You?

Basic Qualifications

We are looking for professionals with these required skills to achieve our goals:

• Experience working with Rx brands.
• 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.

Preferred Qualifications

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

• Knowledge of Asthma and COPD competitive landscape in one or more EU countries.
• Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders.

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.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on Ukdiversity.recruitment@gsk.com or 0808 234 4391.

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