Job Description

We provide the tech, you bring the passion. As a Channel Expert & Journey Orchestrator, you will be responsible for designing & planning the campaign user journeys. Journey Orchestrator will act as the primary point of contact for the brand teams in ensuring that the campaign user journeys are well-orchestrated across all available channels/touchpoints. You will primary point of contact for the brand teams in ensuring that the campaign user journeys are well-orchestrated across all available channels/touchpoints. The person will act in an individual contributor capacity.

Your major stakeholders are BUDs, Sales, Marketing, Commercial Operations (ComOps), Medical, Tech/IT, OC POD.

Primary Duties & Responsibilities:

Campaign User Journey Design & Execution

• Designs well-orchestrated campaign user journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behaviour-based personas

• Designs holistic, Omnichannel (OC) customer experience delivery ecosystem with maximized reach & impact, develops a connected plan for execution of campaign user journeys across different channels (e.g., emails, IM, portal, apps, webinars, social media etc.)
• Liaises with campaign execution teams (using platforms such as SFMC) to support execution of OC campaigns & dynamic campaign user journeys and deliver connected, personalized, and 1:1 customer experience based on HCP needs & preferences.
• Activate & scale new channels, integrate channel strategy with campaign goals, perform cross-channel orchestration, manage all GSK and Non-GSK (3P) owned channels and measure channel effectiveness to optimise channel usage

Customer Experience

• Supports in developing the detailed customer experience roadmap with prioritization rules and guidelines for improving the customer experience
• Ensures that any digital and F2F interaction is consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement

Journey Analytics & Insights

• Working closely with the OC Analytics team to track performance of campaign user journeys and provides suggestions to respective brand teams on how to continually optimise the campaign user journeys for enhanced CX. Analyses customer feedback / insights to act as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities

Cross-functional Collaboration

• Collaborates with Channel expert, Content executive, and Core Marketing/Brand teams to ensure that the campaign user journeys are developed wholistically; ensures cross-channel coordination

Project Management and Support

• Transforms tasks into intuitive, accessible, and easy-to-use designs through the entire experience lifecycle and supports multiple projects to ensure appropriate campaign user journeys are available and well-orchestrated for campaigns execution

Why you?

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

• Bachelor\xe2\x80\x99s Degree in Sales, Marketing, or any other related discipline. MBA preferred.
• 6+ years of recommended total experience, including 4+ years of relevant experience, preferably in customer journey design, digital marketing, omnichannel engagement, or customer experience.
• Preferred Certifications: Digital Marketing Certifications; Data Analytics Certifications; Project Management Certifications
• Technical Skills: Customer Journey Design; Customer Journey Mapping, Channel Management, Campaign Management, Customer Experience Management, A/B Testing, Marketing Automation, Digital Marketing
• Tools Knowledge: Working knowledge of MS Office suite, Expertise in Marketing automation tools like SFMC, Pardot, Familiarity with Web Analytics tools like Google Analytics, Familiarity with CRMs like Veeva, Salesforce

Why Us?

GSK is a global biopharma company with a special purpose \xe2\x80\x93 to unite science, technology and talent to get ahead of disease together \xe2\x80\x93 so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns \xe2\x80\x93 as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030. \xe2\x80\x8b

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it\xe2\x80\x99s 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 \xe2\x80\x93 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.\xe2\x80\x8b

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GlaxoSmithKline