Customer Engagement Lead

Reading, Berkshire
Experis IT

Title: Customer Engagement Lead

Location: Reading, UK

Office based role: Hybrid working 2-3 days per week in the office

Length: 6 months with potential for extension

About the job

Come and join the business as a Customer Engagement Lead within General Medicines! The ‘Hygiene’Customer Engagement Lead will be part of a team of 3, each focused on a specific GTM strategy (combined customer+content segment). This dual-purpose Hygiene role will stretch from strategy through to execution, and drive marketing and omnichannel excellence across General Medicines. The Hygiene business objective is to maintain (flat) sales of the segment, as well as maximize the push of customers ready to convert into the Hub segments (high-quality leads for field team) through fully digital channels. You could join us to deliver the best possible impact on patients and business outcomes by taking ownership of a key segment of business accountability and owning the omnichannel customer journey for the Hygiene customer content segment end-to-end!

General Medicines

We are an innovative global healthcare company with a focus on immunology that extends to innovation in diabetes and transplant medicine. Across different countries, our talented teams are determined to deliver a best-in-class customer experience using the best of digital, artificial intelligence and personal know-how. With a focus on immunology that extends to innovation in diabetes and transplant medicines, we pursue progress to make a real impact on millions of patients around the world.

Main responsibilities:

This role is the “Hygiene” customer engagement lead, 1 of 3 each focused on a combined content+customer segment:

• Heros: one-off, high-investment, WOW factor content which comes out a few times a year. We use “hero” to name our loyal customer segment, who are converted and wants high value-add content as opposed to basic product info. This matches the Hero content strategy. Hero content has ‘overflow’ impact across all segments (eg conferences).
• Hub: frequent, regular push and reliably useful content eg helping customers along the adoption ladder. We map this onto our regular users, who are serviced by our field teams. Here both product and non-product content is key.
• Hygiene: always-on, on-demand (pull) basic content, designed to meet existing needs/questions. We map this to our low priority customer segment who are infrequent users but do expect some basic support.
• Be a business owner responsible for managing a part of the CMB Portfolio P&L
• Own a part of the portfolio (eg 1 brand or 2 smaller brands) in terms of financial forecasting and budget management, as well as supply management and coordination with X-functional partners (supply, regulatory, trade, medical, finance, etc.)
• Own the downstream marketing plan of IGP and deliver the omnichannel customer journey the Hygiene customer+content segment.
• Own the website and digital ecosystem around the brands and ensure that on top of delivering the hygiene customer journey, these channels are also adequately support for Hero/Hub strategies
• Deliver the right quality and quantity of content to support the Hygiene customer+content segment
• Collaborate with medical, leverage global tools (CLH, Veeva, Tag) and be the owner of content excellence in market (owner of promo-Mats materials, briefings, liaising with Global GTMc teams)
• Provide feedback to Global on process and outcome
• Drive the strategy-execution-outcome feedback cycle in the agile team by championing performance management and learning
• Own and deliver the support and training required for the customer service call centre team and ensure coordination with the Hub Lead (sales manager) and Hub Customer Engagement Lead (marketing) to ensure no duplication of training work, as well as with the Hero Customer Engagement lead, to ensure clarity of role, coverage, and quality of service.
• Enter the field to learn/listen or execute co-creation at least 1X per month
• Role model growth mindset, & be a catalyst for transformational change, think future forward
• Own operational tasks and don’t hesitate to roll up your sleeves, but actively think of how to simplify, remove low impact work, and anticipate the growing role of GTMC Hub services in the boundaries of the hero-hub-hygiene strategy and help innovate how EP goto-market can be even more engaging for customers and efficient in the future

About you

• Expertise of various digital and non-digital channels and how these can be optimised to improve Customer Experience.
• Ability to vision, shape, develop, and execute an operational customer engagement plan within a global IGP process
• Understanding of Objective and Key result principles to ensure effective implementation, measurement and KPI setting
• Ability to balance global and local needs, from customers to company constraints, ability to simplify and prioritize in a complex X-functional environment
• ABPI Level 3 certified