Site Name: Vietnam - Ho Chi Minh City

　　Posted Date: Nov 21 2023

　　Senior Manager - Experience Design & Channel Orchestrator will activate & scale new channels, perform cross-channel orchestration, define channel strategy, and measure channel effectiveness to craft an Omnichannel (OC) customer experience.

　　This Senior Manager - Experience Design & Channel Orchestrator role will provide the opportunity to lead key activities to progress career. These responsibilities include some of the following:

　　Customer Journey & Experience ManagementDesigns HCP journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behaviour-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impactProvides overall direction for enhancing CX by analysing business objectives and customer needs as well as developing, communicating, and implementing business strategies and practices whilst driving continuous improvement in CX tools, documentation, and processesEnsures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagementDevelops high-level customer experience roadmap; sets prioritization rules and develops guidelines for improving customer experienceMonitors the performance of various internal & external platforms like GSK owned web portal for HCPs/ 3P/ Other Brand.com pages to improve the user experienceChannel Strategy

　　Leads channel strategy/action plan and ensures improvement in quality of customer interactions though improved cross-channel orchestration & personalizationIdentifies opportunities to establish new channels (voice, chatbots, social etc.) based on customer preferences and formulates strategies to scale themProvides recommendations on GSK owned and non-GSK owned channels (e.g., site, email, paid social); works closely with Tech to improve channel experience and raises any risks/concerns/business implications of channel choicesCustomer Insights & AnalyticsLeverages CX framework, insights from customer data & information from different channels (e.g., Field Force team feedback, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategyActs as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunitiesTracks performance of activities, customer journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimizeCross-functional CollaborationCollaborates with cross-functional teams (Field Force, Marketing, Medical etc.) to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectivesGuides on the execution of an orchestrated customer journey Why you?

　　Experience & Educational Qualifications: Bachelor's Degree in Marketing, or any other related discipline. MBA preferred.8+ years of directly related or relevant experience, preferably in digital marketing, brand management, omnichannel engagement, or customer experience.Preferred Certifications: Digital Marketing CertificationsData Analytics CertificationsProject Management CertificationsSkills & Knowledge:

　　Technical Skills:Campaign ManagementChannel Strategy & ManagementCustomer Journey MappingCustomer ExperienceMarketing CommunicationsData Analysis and SynthesisMarketing Analytics & Customer InsightsUser Interface (UI) DesignCross-Channel AnalyticsDigital MarketingBehavioral Skills:CollaborationTeam ManagementPlanningDecision MakingCreativity & InnovationTools Knowledge:MS Office suiteWeb Analytics tools like Google AnalyticsCRMs like Veeva, SalesforceData tools like ClaravineMarketing automation tools like SFMC, Pardot*LI-GSK

　　 #OCJourney

　　 Why GSK?

　　Why Us?

　　GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - 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.

　　Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's 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 - 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.

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