MSD Human Health International Omnichannel Experience 

Switzerland, Lucerne 

297253486

Job Description

The primary location for this role is Lucerne (Kriens), Switzerland. Other European locations possible: further discussion with hiring manager required.

Main Responsibilities:

• Working with markets and regions to implement and realize measurement, modelling and attribution methodologies for customer engagement initiatives across channels and touchpoints.

• Identify and use data (e.g., CRM, web analytics, paid social media, search, social listening, surveys, etc.) to evaluate the performance and effectiveness of omnichannel campaigns and programs.

• Help marketing teams set their learning agendas and be able to translate data insights into actionable recommendations for continuous optimization of the customer experience.

• Help marketers use learnings to inform decisions on their marketing channel and media mix and inform planning and budget allocation.

• Guide marketers in the set-up of robust experiments to test and optimize audience, creative and channel effectiveness and efficiency and the impact on driving better customer experience metrics.

• Collaborate with cross-functional global, regional and local teams (e.g., franchise marketing, sales, finance, IT, etc.) to align on measurement objectives, data requirements, and reporting standards.

• Use consistent data visualization tools and standards data to bring insight and direction to inform Agile Squad decisions and influence outcomes.

• Use standard HH planning frameworks to derive metrics that directly demonstrate progress vs goals Create and deliver clear and compelling reports and guidance using dashboards and tools to communicate how we get to the business and customer outcomes through our omnichannel initiatives.

• Stay abreast of the latest trends and best practices in customer experience measurement and analytics.

Your Profile:

• Bachelor’s degree and advanced degree preferred with emphasis in Business, Marketing or Economics.

• Minimum 7 years’ experience in customer experience and engagement measurement, marketing analytics, or related fields.

• Experience in global biopharmaceutical companies is preferred with proven successes and learnings.

• Measuring and optimizing omnichannel customer engagement initiatives across different channels and touchpoints.

• Experience in developing and using planning and measurement frameworks and setting consistent KPIs and metrics in global organizations.

• Strong knowledge of the technologies and data flows necessary between them that will support data capture, storage, analysis, insight and action.

• Strong knowledge of measurement and attribution frameworks to inform customer journey analytics, multi-touch attribution, etc.

• Proficient in using various tools and platforms for data collection, analysis, and visualization, such as Google Analytics, Adobe Analytics, Salesforce, Tableau, Power BI, etc.

• A natural coach and communicator with strong presentation skills; able to break down complex concepts to explain in simple language to diverse internal senior stakeholders, whilst being equally comfortable in the domain of the practitioner.

• Curious and analytical: You have a natural curiosity and passion for data and customer insights. You enjoy finding patterns and solving problems using data and analytics.

• You are driven by measurable outcomes and continuous improvement.

• You’re a team player who can work effectively and collaboratively with different functions and levels of the organization. You have strong interpersonal and influencing skills that enable you to build trust, coach and help others make evidence-based decisions.

• Agile and adaptable: You are comfortable working in a fast-paced and dynamic environment. You can handle ambiguity and change and adjust your approach accordingly.

Current Contingent Workers apply

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