Arbeitsbeschreibung

Omnichannel & CRM Manager

Description:

With the objective to create the optimal customer experience (CX), the Omnichannel & CRM Manager will collaborate with the Omnichannel Lead in the creation and execution of the Spanish & Portuguese affiliate's omnichannel transformation journey.

This position will be essential in assisting BUs in ensuring a coordinated approach to how we use the channels to engage our customers, providing a consistent CX for each customer segment, and fostering growth opportunities through a continuous improvement journey in HCPs and patients' digital engagement.

Job Purpose and Key Responsibilities:

• Responsible for accelerating Multichannel/Digital Marketing Capability for different Business Units in the company.
• Provides leadership to the business, working with teams to implement the Digital Marketing Plan, impacting all Gilead Spain departments and all multichannel activities.
• Work very close with Global Multichannel in the implementation of different projects to improve multichannel capabilities.
• Provides input to Global Multichannel responsible to develop digital strategies and governance.
• Challenges the business to adopt a wider range of options for conversing with customers as part of a multichannel approach.
• Manage the CRM
• Leads the mindset changes necessary to boost Multichannel/digital channels with Marketing, Medical. Legal and Business Conduct Teams, mentoring individuals, and teams alike, creating enthusiasm and focus internally and with customers and agencies alike.
• Works with marketers to develop Multichannel/digital strategies for Pharma products at different stages of their product lifestyle.
• Be responsible for digital marketing analytics to learn from them and improve the customer experience.
• Leads and manages key cross functional projects for Gilead Spain
• Identify, manage and develop key-partner external agency relationships to plan and deliver initiatives.
• Responsible for compliance of both Multichannel Marketing within Gilead & local market policy and procedures.

Accountability:

• Accountable for delivery of key Multichannel projects for Gilead Spain.

Complexity:

• Clear understanding of the multi-channel marketing mix and the ability to proactively identify appropriate changes to meet brand needs.
• Able to demonstrate strong project management skills.
• Agile adoption to change within a complex matrix organization.
• Strong influencing skills and the ability to work cross functionally.
• Previous Multichannel marketing experience in pharma is essential.
  

Ways of working:

• You will be a member of Omnichannel ESPT Team within ComOps Department
• You will role model with Leadership commitments, delivering high performance in the “what’s” and “how’s”.
• You will foster partnerships and close collaboration between local cross functional teams and drive structured ways of working among teams to deliver best-in-class omnichannel experiences for our customers.

Basic qualifications:

• Bachelor’s degree required and experience in the pharma industry.
• At least 3 years of experience in the healthcare industry in similar position.
• Strategic thinking – strong business and customer focus.
• Excellent communication skills (Spanish and English).
• A solid understanding of non-digital and digital channels, customer-centric marketing, digital marketing, and data-driven decision-making.
• Experience in SFMC & Veeva CRM operations.
• Leadership – engages and motivates others to take action.
• Performance mindset – ability to understand key market drivers and proactively identify levers to promotion.
• Experience leading complex projects across significant organizations.

Preferred qualifications:

• Pharma Industry Experience.
• Digital degree.
• Marketing Qualifications.

Job Description (Translated)

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