Omnichannel Customer Engagement Manager

Date:  23 Mar 2024
Department:  AIR Franchise
Team:  Mktg, Market Access, Bus. Excellence & Med. Affair
Job Type:  Direct Employee
Contract Type:  Permanent
Location: 

Parma, IT

About us

Based in Parma, Italy, Chiesi is an international research-focused pharmaceutical and healthcare group with over 85 years’ experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group researches, develops and markets innovative drugs in its main therapeutic areas: Discover more here

We are proud to to have been awarded with B Corp Certification, a recognition of high social and environmental standards. We are a reliable company that adopts and promotes a transparent and ethical behavior at all levels.

We believe that the success of Chiesi is built and shaped by our people and our strong set of shared Values and Behaviors. Our people make a critical difference to our success, which is why it is vital that we attract and retain the right talent who will continue to enrich our culture by living and breathing our values and behaviors.

We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities. 

 

Chiesi Corporate Functions

These are all the functions based in Parma supporting the business: Global HR, Global ICT, Global Finance, Global Communication and Public Affairs, Shared Values & Sustainability, Corporate Internal Auditing, Global Strategy & Corporate Development, Legal & Corporate Affairs, Global Procurement.

 

Who we are looking for

Purpose

The Omnichannel Customer Engagement Manager will ensure a robust, data driven, customer engagement strategy built on the omnichannel go-to-market model.

Main Responsibilities

The person will: 

  • Coordinate affiliates in the implementation of Customer Engagement Impact Plan (CEIP), as the strategic document defining our omnichannel customer engagement
  • Define with affiliates the following variables: 
    • External sources to define channels’ mix
    • Omnichannel mix (AS IS and TO BE)
    • Balance between reach and impact of the different channels
  • Act as a change agent within BU AIR & CARE (and particularly towards Omnichannel Management people) to drive the digital marketing automation uptake
  • Define application success and customer success metrics to describe local and global digital marketing automation strategy
  • Partner with Customer Data Strategy manager to analyze customers’ behaviors insights and fine tune Customer Engagement overarching strategy
  • Partner with Voice Consumer Manager to track achieved impact in the execution of CEIP
  • Partner with Business Intelligence and rest of Customer Experience  (CX) Team in the definition of CX ROI
  • Scout for new solutions to automatize CEIP rolling completion and update
  • Participate in Extended Brand Teams and provide together with the rest of CX team insights on customers’ behaviors 
  • Provide key support to Franchises / Medical in the Customer Plans, particularly on the definition of how to set appropriate channels and relative metrics for omnichannel communicational campaigns.
  • Actively joins the BET (Business Excellence Team) and acts as first reference point for CEIP

Experience Required

At least 4/5 years of experience Business Intelligence/Digital Marketing area
 

Education

Degree in business, economics, marketing or related fields. 

Languages

Fluent in both spoken and written English

Technical Skills

  • Confidence with CRM (Sales & Marketing Modules) and Salesforce environment in general.
  • Obtains MARIO (CRM) Personal and Digital certification and acts as Subject Matter Expert of the two
  • Good knowledge of CX principles and main metrics as well as digital automation metrics
  • Confidence with datasets such as IQVIA Channel Dynamics and Across Health Navigator 365 
  • PowerBI

Knowledge of any other analytical tools will be appreciated.

Soft Skills

  • Analytical skills
  • Communication skills
  • Customer orientation
  • Learning agility
  • Strategic thinking

What we offer

You would join a dynamic, fast-growing, challenging and friendly environment.
In Chiesi we firmly believe that our people are our most valuable asset, that is why we invest in continuous training, learning and development. Therefore, we strive to continuously promote and satisfy development needs, paying particular attention to the quality of our working environment and to collective well-being. 
We want our people to come to work happy every day, and we know how important it is to find the right work-life balance in order to be able to give our best. That is why we offer flexible working approach, remote working, support in the relocation process, tax assistance service for foreign colleagues and many other people-care services.

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