Customer Engagement Senior Specialist
MSD
Bucuresti, Bucuresti, Romania
6 zile în urmă

Job Description :

Connects relevant data analytics, insights, and state-of-the-art capabilities to transform the customer experience and positively impact the future of business and the environment

Contributes at the development the strategy and implementation of the digital acceleration plan together with the Digital and Data Lead / BOL and the Business Analysis Lead

Creates the deployment plan of the digital capabilities in full alignment with the business needs

Identify and develop new communication channels

Creates in close collaboration with the cross functional team’s standard communication campaign in order to cover the needs of franchises with less resources

Contributes at the set-up of smart KPIs and objectives for the digital and F2F communication

Development of digital solutions and capabilities to improve organization processes

RESPONSABILITIES

Essential assignments include, but are not limited to,

Compliance with the internal regulation, internal operating procedures applicable in our Company, company standards, ARPIM code and all relevant Romanian laws and regulations

Identification of the areas of personal development and establishment in the annual plan of development of specific training actions

Merge all data collected in order to create new innovative customer experience based on the external environment, business needs and in alignment with the company strategy for digital acceleration

Coordinates the creation of the state-of-the-art campaigns or innovative multichannel plans for products in focused to maximize the potential of each franchise

Basic knowledge of the market evolution of the products in promotion and competition

Coordinates and oversees the activity of the digital marketing specialists for the dedicated franchises

Digital acceleration :

Develop the strategy and implementation of the digital acceleration plan with the support of Digital& Data Lead

Development of digital solutions and capabilities to improve organization processes

Create standard campaign or work frames in order to streamline the activity of the sales force or to implement fully digital communication

Management of internal / external relations :

Ensures the integration of the digital strategy into the core activities of the Brand Managers and medical representatives and provide support to them to implement these activities

Systematically communicates / promotes / exposes our Company employees to the implemented campaigns

Manages the relationship with the internal technical and creative teams and coordinate with the Brand managers launching various capabilities as well as their use

Analysis :

Measures and analyzes the qualitative and quantitative impact of the various DIGITAL activities to continuously adapt the DIGITAL campaigns to customer needs

Organizes results in a dashboard and presents them to internal customers

Regularly encourages product teams to follow the return on investment of different campaigns

Proposes pro-active new campaign based on analyses.

Performs other activities requested by the superiors

Acts in accordance with internal rules and instructions

Acts according to conduct behavior and safety standards

Contributes to greater efficiency of the company

SKILLS, KNOWLEDGE, QUALIFICATIONS AND EXPERIENCE

Significant customer experience strategy development and design

Management experience of planning and delivering large scale digital change initiatives with a leading consumer facing brand / or organization

Digital product design and development leadership to integrate digital first and user centred design into team behavior and build agile digital product management and development methodologies

Customer-centric approach to digital optimization demonstrable experience in using complex data insights

Problem Solving

Productive communication

Strategic Thinking

Product knowledge and portfolio management

Who we are

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases.

Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity.

You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time.

Our team is constantly evolving, so if you are among the intellectually curious, join us and start making your impact today.

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