The Position

• Responsible for the overall channels execution holistically, including processes, customer engagement infrastructure, compliance, governance and capability evolution to translate our business, our marketing and our medical led integrated customer plans into seamless, measurable result.
• Consolidate cross TAs' strategic, holistic view of MSI Cluster to ensure business objectives and planning effectively implemented.
• Champion of customer centricity & work closely with CX teams MSI & ROPU to prioritise business requirements to deliver maximum business impact whilst supporting valuable long term relationships with our customers and end-users.

Duties and Responsibilities

• Lead MSI cluster's campaign to channel execution, working with MSI CX teams to ensure the team alignment on the direction to understand and translate cross TAs' strategies into valuable, measurable channel execution; communicating key messages to the desired target audiences through the various channel owned, and capturing desired customer behaviour changes and customer feedback.
• Take responsibility for identifying and evolving the appropriate channels and processes across the countries to facilitate effective campaign execution that prioritises content and events according to their business potential whilst maximising their customer impact and bring best of customer experience.
• Lead MSI Customer Event Team to partner with TAs on end to end event planning to event execution. Management and coordinating contracts (Vendor and HCP) and maintaining communication platforms.
• Setting up guidance and standard in MSI to governance on the right process of customer event management.
• Ensure Customer Event Team comply with all MSI countries regulations regarding interactions with healthcare professionals (HCP's), following the BI Code of Conduct.
• Customer Experience Measures & Analytics.
• Implement, evolve and report on a consistent approach to measuring and reporting on channels execution performance, tying metrics into ICP performance.
• Ensure regular and meaningful analysis of customer data points, channel effectiveness and customer experience metrics/feedback to identify areas of interest, potential challenges and signals of success.

Requirements

• Bachelor’s degree in any field
• 3-5 years of experience in Commercial Excellence & Marketing.
• Solid experience in omni-channel and CFT Excellence at both strategic and executional levels
• Customer centric focus.
• Strong understanding of customer journey mapping and design.
• Ability to develop strategies that enhance customer satisfaction through omni-channel.
• Experience in business analysis
• Skilled at transforming complexity into clear, structured and well-organized processes.
• Flexibility to adapt to changing business environment and business needs.
• Experience in implementing customer feedback loops and initiatives.
• Proven Project Management skills
• Open minded, motivating personality with drive and initiative
• Strong team player with mindset of curiosity and learning agility, ability to work across cultures and bring outside-in thinking based on evolving market landscape

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