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Omnichannel Lead (Pharmaceutical)

  • Location: Thailand
  • Salary: THB250000 - THB300000 per month + Bonus, allowance, Insurance per month
  • Job Type:Permanent

Posted 15 days ago

  • Sector: Digital
  • Function: Healthcare Services
  • Contact: Pidarak Trithosset
  • Start Date: ASAP
  • Expiry Date: 12 October 2023
  • Job Ref: JN -082023-481266

This role will be responsible for the creation of specific Omnichannel customer engagement strategies to enhance customer experience and support brand objectives. The Omnichannel Execution Lead will lead a team of 5-10 to drive the Omnichannel transformation across the organization. This person will support the design of Omnichannel campaigns, drive the deployment of new channels or platform and development of innovative content, and monitor campaign effectiveness to provide best-in-class customer experience through Omnichannel excellence

Responsibilities:

Omnichannel Strategy and Roadmap

  • Understands and implements organization's Omnichannel vision, strategy, and roadmap, acting as a trusted advisor to ensure seamless & integrated customer experience
  • Leads the strategic design, and delivery of Omnichannel customer experiences, working closely with the Brand, Marketing, Sales & Medical teams
  • Supports the development of data-driven, personalised customer journeys and monitors its implementation
  • Oversees the content strategy and supports personalization of content based on local HCP needs/preferences
  • Shares inputs to evolve Omnichannel approach to customer engagement by enabling the right capabilities that facilitate a fully integrated channel & content strategy
  • Advocates Omnichannel best practices across the organisation, ensuring continuity, unified messaging, and a quality customer experience across all Omnichannel touchpoints

Cross-functional Collaboration and Stakeholder Management

  • Works closely with country leadership team to align on Omnichannel strategy and roadmap with overall business objectives, and monitor progress against defined targets
  • Partners with relevant local and regional teams to evaluate and implement the digital solutions that enables seamless customer engagement
  • Defines and co-develops integrated campaign strategies and channel strategies with the brand teams, to support brand objectives
  • Acts as a bridge between Business and Tech, translating the business requirements into technology builds and oversees the development of suitable Tech solutions to help meet business needs

Customer Insights & Analytics

  • Shares recommendations on customer experience KPI tracking, and reporting based on the local context aligned with defined business objectives; supports in optimizing Omnichannel performance and maximizing the outcomes
  • Tracks and shares external trends with relevant teams to further enhance company's Omnichannel ambition; collaborates with Marketing to develop innovative, effective, and efficient solutions that cater to evolving market dynamics
  • Maintains oversight of evolving marketplace conditions as well as the competitive landscape; continuously seeks and leverages innovative customer engagement techniques to bring new ways of thinking/CX mindset to the brand teams
  • Responsible for monitoring the performance and effectiveness of Omnichannel campaigns in the LOC

Project Management

  • Manages the projects for key Omnichannel initiatives; develops project plans and coordinates local marketing execution based on defined strategy and KPIs
  • Provides strategic guidance and supports the implementation of the Omnichannel plans, ensuring strict compliance with local guidelines
  • Manages issues/concerns/risks related to Omnichannel execution and ensures its timely resolution

Experience & Educational Qualifications:

Bachelor's Degree in Marketing, Sales, or any other related discipline. MBA preferred. 10+ years of directly related or relevant experience, preferably in omnichannel marketing, digital marketing, or customer engagement.

Preferred Certifications:

  • Digital Marketing Certifications
  • Data Analytics Certifications
  • Project Management Certification

Skills & Knowledge:

Technical Skills:

  • Customer Experience Management
  • Channel Strategy & Management
  • Campaign Design & Planning
  • Comms. Strategy & Planning
  • Performance Analysis
  • Digital Marketing
  • Marketing Analytics & Customer Insights
  • Biz Tech

Behavioral Skills:

  • Leadership Skills
  • Team Management
  • Impact & Influence
  • Stakeholder Management
  • Solution Oriented

Tools Knowledge:

  • MS Office suite
  • Web Analytics tools like Google Analytics
  • CRMs like Veeva, Salesforce
  • Marketing automation tools like SFMC, Pardot

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.