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Brentford

    Customer Experience Performance and Planning Lead - Brentford, Greater London, United Kingdom - GlaxoSmithKline

    GlaxoSmithKline
    GlaxoSmithKline Brentford, Greater London, United Kingdom

    1 week ago

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    Description

    We're excited to be moving to our vibrant new home on New Oxford Street in central London from the end of June 2024.

    At GSK HQ, we're building an energising space where we can connect, collaborate and get ahead of disease together.

    Designed especially for us, it'll be one of the healthiest workplaces in the world, with best-in-class tech and bright, light spaces to help us thrive.


    Role :
    Customer Experience Lead- EU
    The Digital Fuel organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact.

    The Accelerator Team is a vital pillar of this organization, executing digital-only customer experiences across the GSK portfolio in markets outside the US.

    The ideal candidate will bring a unique blend of creativity, strategic thinking & pharmaceutical industry knowledge to champion & drive cross-enterprise customer-centric solutions.

    This role will report directly to the Cx Director EU Region within Digital Fuel Accelerator Team and will have direct people leadership for group of Delivery Managers and play pivotal role in leading existing as well as establishing new Scrum Teams to successfully deliver the Digital Fuel business proposition as trusted business partner – highly accountable GSK experts, fully integrated into GSK infrastructure & latest Tech advances, committed to driving superior Cx & maximum impact - #AheadTogether

    Lead the business partnership with key Markets to build strong Digital-Only or Digital Hybrid strategy, aligned to Global Brand strategy and market specifics for prioritized GenMed brands.

    ~ Lead cross-functional team to build insight based operational plan and secure excellence in execution with proper performance management in place.

    Manage cross-functional Global, Regional, Local stakeholders and third parties to execute flawlessly, including MOC, 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance.

    Establish key performance indicators to measure the impact of CX initiatives and lead team as well as internal/external partners to ensure regular Input-Lead-Lag indicator analysis, distilling key insights and engaging Digital Fuel and Market leadership on data-driven optimization recommendations.

    Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Fuel.

    People leadership of x3-4 Cx Delivery Managers and broader leadership in Scrum Teams (consists of Delivery Manager, ScrumMaster, Data Analyst) as well as offer wider leadership support to Cx Director in EU.

    Collaborate across Digital Fuel & Tech to ensure seamless implementation of Cx Strategies and foster test & learn approach to implement Innovative solutions

    Work closely with internal and external stakeholders on development and execution of prototypes/ MVPs to test new customer experience strategies/ initiatives.

    Feedback & influence Digital & Tech Roadmaps where relevant to ensure integration with key CX initiatives.
    Significant experience inf omnichannel marketing execution, including direct involvement in content, media & campaign planning, working closely with subject matter experts (i.e. compliance, medical, legal etc.) Excellent people engagement skills – building credibility with, and insights through a strong internal/external stakeholder network to drive performance and change in complex matrix organization.

    Agile mindset with design thinking & problem-solving attitude to establish business partnership with key stakeholders, by delivering and continuously optimizing appropriate solutions that achieve commercial goals.

    High accountability, project planning skills and track record of successfully delivering critical complex projects.
    Understanding in customer S&T and experience in marketing data & analytics, to distil insights to optimise marketing campaigns.

    Experience in GSK 3rd party marketing channels, platforms, Cx User Journeys, and modular content would be considered as advantage.

    Understanding of local pharmaceutical codes and regulations. Hands on experience of content development and copy approval, i.e. Content Lab

    Experience managing digital vendors and carrying out necessary compliance and management monitoring activities on routine basis to mitigate digital marketing risks.

    Demonstrates strong customer focus and awareness of digital industry trends.
    *We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

    This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

    We believe in an agile working culture for all our roles.

    .We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions.

    GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site.

    All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK.

    The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK.

    In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK.

    GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

    Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment.

    This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements.

    For more information, please visit GSK's Transparency Reporting For the Record site.
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