MSD Oncology Customer Experience Manager 

Belgium 

963704952

Job Description

• Lead development of the Oncology omnichannel strategy and customer journey’s across Tumor franchises
• Develop customer profiles/archetypes based on HCP specialty and preferences to inform campaign strategy
• Identify opportunities to position our company as a Leading Oncology company across all customer segments
• Identify opportunities within our marketing & communication strategies to achieve best-in-class customer focus
• Collaborate with cross functional team to ensure alignment on strategy and tactics

• Visit customers and lead initiatives to understand behavior, challenges and needs of HCPs, patients, and other stakeholders in the Oncology ecosystem to ultimately inform customer strategies
• Monitor customer satisfaction, communicate engagement performance and recommendations for optimization
• Understanding of industry trends, competitive benchmarks, and customer engagement preferences
• Utilize internal and external customer data to generate meaningful insights for the team's strategic decision-making

• Lead development of pan tumor campaigns & tactics that provide a consistent and personalized experience for customers across different touchpoints
• Coordinate collaborations with external agencies and ensure delivery of projects & campaigns from A to Z
• Coordinate the media planning process for Oncology business unit and ways of working with media vendor

• Identify new ways to engage existing customers and reach new segments
• Pilot & experiment innovative (digital) solutions and evaluate the pilot for broader implementation in close collaboration with the Digital and Data team
• Contribute to Customer Experience Community of Practice to drive best practice sharing across countries, Brands and therapeutic areas

Requirements

• University degree from an accredited university
• Ability to collaborate with diverse stakeholders
• Strong strategic and analytical skills
• Growth mindset and able to navigate fast paced environment
• Excellent communication and presentation skills

Preferred

• Experience developing omnichannel strategies and tactics
• Experience translating data into customer insights
• Experience in Sales, Marketing, Market Access and/or Account Management (healthcare industry preferred)
• Experience in VOC programs
• Experience in Oncology
• Experience with media buying and/or advertising
• French, Dutch, and/or English language skills
• Understanding of new ways of working (ie: Agile, Scrum)

Current Contingent Workers apply

*A job posting is effective until 11:59:59PM on the dayBEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the dayBEFOREthe job posting end date.