Site Name: Finance Center Building

　　Posted Date: Dec 27 2023

　　Are you looking for a sales support role that helps shape commercial strategy and accelerates digital engagement? If so this Sales & Marketing Combined Manager role could be an exciting opportunity to explore.

　　As a Sales & Marketing Combined Manager, you will support optimisation and management of systems supporting commercial effectiveness. This will generate insight for the business through reporting from key business systems in to increase commercial effectiveness.

　　This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

　　Primary Duties & Responsibilities:

　　User Journey & Experience Management Designs campaign user journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behaviour-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impact Provides 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 choices Content Strategy Defines content strategy that supports the development of purposeful content, personalized as per local HCP needs/preferences Shares LOC specific nuances for development of relevant push & pull content based on campaign and brand objectives, content pillars and HCP needs to establish connection across the Omnichannel (OC) ecosystemCollaborates with Medical, Marketing & Sales teams to collect their inputs on local LOC nuances, scientific content / HCP content preferences/needs etc. and shares with relevant teams for content planning & developmentDefines direction for content analytics, and acts on the output to enhance content effectiveness, adjusting strategies and tactics as necessary to optimize results and provide personalized content to HCPsCustomer Insights & Advocacy Leverages CX framework, insights from customer data & information from different channels (e.g., Sales 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 (VoC), ensuring that customer feedback is regularly collected, analyzed, and acted upon to drive continuous improvement in the customer engagementMonitors customer feedback and sentiment to identify emerging trends and opportunities for improvement to enhance CX metrics, NPS & CSAT and drive customer loyaltyMaintains relationships with key customer advocacy groups and influencers (KOLs), builds rapport and trust with them, and collects their inputs to inform business decisions and drive customer advocacyTracks performance of activities, campaign user journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimizeCross-functional Collaboration Collaborates with cross-functional teams to use appropriate GSK supported tools and ensures all functions & Business partners are kept informed of channel/campaign objectivesCollaborates across teams, including Marketing and Sales, to identify business requirements and accordingly shares relevant HCP behavioral patterns and insights, enabling delivery of better customer experienceWorks cross-functionally with different teams to develop and implement initiatives that improve the customer experience and drive customer advocacyGuides the overall execution of an orchestrated campaign user journey Why you?

　　Basic Qualifications:

　　We are looking for professionals with these required skills to achieve our goals:Bachelor's Degree in Sales, Marketing, or any other related discipline. MBA preferred.8+ years of recommended total experience, including 5+ years of relevant experience, preferably in digital marketing, brand management, omnichannel engagement, or customer experience.Preferred Qualifications:

　　If you have the following characteristics, it would be a plus:

　　Skills & Knowledge:

　　Technical Skills: Campaign Management: Ability to support OC campaigns with designing user journeys and orchestrating right set of channels basis HCP insights/feedbackChannel Strategy & Management: Ability to devise an effective plan for engaging with HCPs through their preferred channels (e.g., emails/WhatsApp/calls/social media/F2F etc.) in the right frequency and sequenceContent Strategy: Ability to define the strategy and plan to facilitate development of content, which is relevant, value adding, and consistent with the brand's identity and objectivesCustomer Journey Mapping: Ability to visualize and analyze the various touchpoints and interactions with the HCPs and act on it to ensure seamless customer experienceCustomer Experience Management: Ability to design and manage the HCP experiences across all touchpoints and channels in the campaign user journey to maximize customer satisfactionMarketing Analytics & Customer Insights: Ability to gain insights into the performance of campaign user journeys and its impact on customer experience, by analyzing various CX metrics, customer feedback/NPS, etc.User Interface (UI Design): Ability to design appropriate user interfaces for various HCP engagement platforms/applications/ software, such as website, apps, emails, chatbots etc.Digital Marketing: Ability to engage with HCPs through various digital channels, such as search engines (SEO/SEM), social media, emails, websites, etc. to increase the reach & engagement, and enhance the customer experience Data Analysis and Synthesis: Ability to analyze information, draw conclusions, generate solutions, and evaluate outcomes to refine campaign user journeys and channels usageDesign Thinking: Ability to understand & analyze HCPs' behavior/needs/preferences and OC campaign goals/objectives to suggest appropriate journeys and right set of channels for engagement, on an ongoing basisBehavioral Skills: Ability to collaborate seamlessly across teams, levels and functions to enable success of the OC journey in the LOC (country)Ability to manage complexity of planning process & deliver outcomes basis plans Ability to understand and break down problems & approach them with a solution mindset to enable decisions for making HCP experience journeys simpler in line with organization strategyAbility to be decisive, result oriented and effective in communication across stakeholder groups Ability to think laterally and innovatively to generate alternative & efficient ways of achieving OC outcomes and challenge the status quoTools Knowledge: Working knowledge of MS Office suite Expertise in Marketing automation tools like SFMC, Pardot Familiarity with CRMs like Veeva, Salesforce Familiarity with Web Analytics tools like Google Analytics 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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