Next Generation Customer Experience (Omnichannel) Manager

Description

Role Objective:

The Next Generation Customer Experience (NGCE) Manager is a key driver of delivering best-in-class experience and engagement for our customers, notably healthcare professionals, as well as patients, in close partnership with customer-facing representatives and internal stakeholders. This will be achieved through tailored and value-adding engagement strategies utilizing data, digital and traditional channels based on customer preferences, and anchored in fundamental customer needs. The NGCE manager will drive adoption of NGCE thinking in assigned BUs and functions while actively contributing to digital upskilling of internal stakeholders.

Scope:

The NGCE Manager will partner with the specific brand/functional teams to develop omnichannel engagement plans for our brands, defining customer engagement journeys and designing and supporting execution of omnichannel campaigns, thereby contributing to accelera...