Customer Experience & Digital Manager (all genders)

Scope of the Position

This role is an individual contributor role that will engage and work together with members of the Global and Regional CX teams, tactically defining and delivering on the transformation goal of business excellence and providing differentiated customer experiences.

Drives and coordinates local & regional CX-related processes across business/functions and supports local functions in customer understanding activities and solutions design ensuring alignment to Regional and Global CX guidelines.
 

Main Responsibilities

Multi-channel & omnichannel strategic framework and expertise

• Creates, updates and evolves a local multichannel excellence strategy in alignment with Local, Regional and Global strategic imperatives. Orchestrates the creation and rollout of Multichannel (MC) and Omnichannel projects.
• Leads and implements global digital projects on an affiliate level (prepares a budget, involves necessary functions, builds execution teams) and is the collaboration point for Chiesi Multi-Channel, Healthcare Solutions, and Digital team members. Ensures timely delivery of projects/tasks within budget and at the best possible quality.
• Identifies data areas to optimize customer engagement strategies through content adjustments, channel mix, and customer journey sequencing to improve customer engagement and experience throughout the customer journey.
• Identifies and drives new thinking on creating experiences that differentiate Chiesi from other options for our customers and assures the delivery of the right message through the right channel to the right customer at the right time.
• Understands therapy area and brand performance vs. competitive landscape set to ensure we are differentiating our offerings and providing for better customer experiences.
• Provides multi-channel/digital subject matter expertise in defining and driving the customer engagement strategy for a specified function (Medical, Marketing, External Affairs) as part of a unified customer experience platform
• Is proficient in channel-adequate content creation and implementation of segment-specific / personalised content strategies

Multi-channel & Omni-channel Implementation

• Supports Medical, Marketing Teams, External Affairs, Value and Access and Field Force
• Effectiveness, as well as other functions in their multichannel & omnichannel projects with a focus on digital activities. Builds and maintains relations to global functions necessary to support local projects; works with Chiesi third-party agencies.
• Liaises with integrated brand teams (IBTs) to develop a strategic multi-channel and omni-channel cycle plan to ensure optimal timing and deployment of approved emails, broadcast emails and utilization of appropriate customers to ensure digital communication is strategically planned and aligned to communication plans
• Has a deep understanding of the respective therapy areas and brand strategies, collaborating with internal subject matter experts and functional partners to define industry-leading multi-channel and omni-channel customer engagement strategies and associated tactics for their respective customer targets.
• Inserts the multi-channel/digital subject matter expertise needed to partner with other functional experts across Chiesi and external agencies to define the capabilities necessary to execute against the expectations of the customer plans
• Manages the relationship with Global Multi-channel vendors on project scheduling and adherence to delivering on plan and budget
• Helps maintain and update the local digital tools/websites/services and lead the launch of new ones, supports local congress activities if applicable

Stakeholder Engagement 

• Works closely with legal/compliance to ensure all activities meet local legal and code requirements
• Works collaboratively with respective regional counterparts to oversee global strategy devolution, solution development, execution, and measurement of the global strategies to
• determine the effectiveness and close the loop for input into the next round of planning
• Be the primary contact for the CEE CX team, partnering through all phases of planning and design activities in developing the overall customer engagement strategies for the brands.
• Advises local third digital party vendors/suppliers of Chiesi standards and requirements
• Is the local champion to work in partnership with Chiesi Therapeutic Areas Healthcare
• Solution team to roll out and manage different patient & HCP solutions

Operational Excellence and Continuous Improvement

• Defines KPI reports concerning multichannel activities, monitors those, analyses, and takes conclusions and recommends actions
• Ensures campaign strategy effectiveness and keeps the local team well informed on progress, best practices in multi-channel/digital, and associated metrics and outcomes.
• Identifies opportunities to improve multi-channel planning and execution processes and approaches overall and works across therapy areas and functions to standardise improvements
• Product availability at the targeted channels through the proper distribution strategy
   

As Digital Manager

• Supports all projects of other team members (locally and on a regional level for selected projects), which involve digital channels. Is responsible for strategic planning (activities & resources), executing and rolling out digital activities that support the global and local affiliate business strategy.
• Works closely with legal & compliance, IT, marketing, market access and medical department
• Works together with all teams cross-functional in all therapeutic areas providing a framework across the business, above individual brands.
• Regularly reports to the Leadership Team (LT) on projects which involve the whole organization. Engages with external stakeholders and enhances the quality and share of voice via digital channels.
• Defining tactical multichannel customer engagement plans and corresponding budgets; development and execution of detailed project plans with affiliate teams
• Development and execution of new assets for existing channels (Approved email templates and fragments, IVA’s (intelligent virtual agent-chat bot), Webinars, Self-details etc.)
• Determination of local analytics and reports in cooperation with CX team and the Data and Analytics team
• Adapting Chiesi healthcare solutions to the local go-to Market Model and local specificities

Compliance & Code of Conduct

• All job duties should be performed in accordance with the relevant legislation, in particular the regulations on the presentation and advertising of medicines, the safety of medicines, adverse reaction reporting, as well as his/her employment contract, job description and other instructions of the employer (Chiesi Group Guidelines on Ethics and Compliance, the Joint Code of Ethics of the Hungarian Pharmaceutical Manufacturers, Chiesi Kft. Code of Conduct). Employees are responsible for the professional performance of work tasks, the accuracy of data and the respect of deadlines. 
• Employees represent the employer's economic interests to external partners and are obliged to keep business secrets disclosed to them in the course of their work, comply with fire safety, environmental protection, health and safety regulations, and cooperate with their colleagues. 
   

Professional experiences

• +3 years of proven work experience as a project manager for digital and/or multichannel
• projects (Pharma experience preferred)
• +2 years of business development & Marketing experience (Pharma experience preferred)
• Proven track record of planning and delivering multi-channel marketing strategies and innovative campaigns and programs in these fields
   

Qualifications

• To demonstrate success in this role the ideal candidate will be a highly motivated tech-savvy self-starter with an in-depth understanding of how technology can help to achieve business goals as well as having the following:
• Experience leveraging various digital channel tactics to engage with customers, fluent in consumer marketing principles and best practices.
• Specific technical experiences include knowledge in website development, email development and deployment, marketing automation, paid search, SEO (search engine optimisation), display media, social media marketing, mobile marketing, field applications, third-party clinical information, EMR, direct mail and analyzing customer insights. Should understand how all channels work together to create successful omnichannel campaigns.
• Experience in project management; planning, negotiating, and allocating resources, including people and outside spending across a portfolio of Brands. Plans must meet the business needs, improve customer experience and advance innovation.
• Ability to identify emerging trends and areas that benefit from change and innovation, including ideas that challenge the status quo. Ability to evaluate the merit/value of ideas and transform them into action by leveraging best practices in change management.
• High skills in working with MS office, especially with project management software and new technologies. Ability to address accessibility and compatibility issues.
• Outstanding communication skills to collaborate effectively with various teams: Confirmed ability to empathize with different types of stakeholders, personalities and their processes e.g. marketers, medicals, field force, IT, designers, (web)developers or agencies to ensure smooth communication, bilateral understanding and agreement.
• Experience with managing several (potentially including international) projects.
• Must thrive in a cross-functional environment.
• Willing to travel occasionally.
• Experience in assessing the marketplace, product-specific and financial data and translating this into meaningful, appropriate and executable marketing opportunities and plans.
• Experience and commitment/to operating in a highly regulated environment and industry, which requires an understanding of the imperative for compliance with company policies, procedures and other relevant internal or external laws, regulations and the like. 
   

Other personal and professional competencies

• Strong analytical capabilities and data-driven thinking
• Self-managed and self-directed behaviour
• Customer centricity mindset, Strong problem-solving skills and a strategic mindset.
• Excellent project leadership, communication, and interpersonal skills. 
• Ability to work collaboratively with cross-functional teams and manage multiple priorities. 

At Chiesi, we embrace diversity and inclusion as catalysts for innovation and creativity. We warmly welcome applications from individuals of all backgrounds, including those with disabilities, regardless of ethnic origin, age, gender, disability, sexual identity, ideology, or religion. We offer attractive benefits, an open and collegial corporate culture and a motivated team.

If you are an enthusiastic team player and would like to work in a dynamic environment, we look forward to receiving your application via our application portal.

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