MSD Human Health International Omnichannel Experience 

Switzerland, Lucerne 

737336640

Job Description

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

Main Responsibilities:

• Plan and design data and insights-based omnichannel experiences aligned with prioritized business objectives.

• Leverage CX experience mapping tools, in-market insights, digital tools and platforms, our full digital ecosystem (martech) to inform the execution of impactful customer experiences through high value content and data-informed channel and media choices.

• Create actionable, dynamic personas to shape meaningful experiences for healthcare professionals and consumers based on needs at relevant stages in the customer journey.

• Design learning plans to track, monitor and measure the impact of our omnichannel initiatives on behavioral objectives.

• Cross-functional collaboration with marketing (global, HHI and local), ICO and global partners (HH DD&A, IT) to ensure alignment and integration of omnichannel initiatives.

• Partner with HH DD&A (Digital, Data & Analytics) and IT to embed & realize omnichannel capabilities required to deliver on key business priorities and based on the needs of our markets.

• As the Product Owner of Agile squads, manage and prioritize the squad’s backlog, with the HHI Marketing Organization’s Business Owner.

• Build strong and trusted relationships with all key HHIMO, market and global stakeholders to ensure a ‘one team’ approach and culture.

Your skills:

• Experience in brand and digital marketing (8+ years preferred) including customer experience design, content strategy and channel strategy to meet customers and business goals.

• Proven experience in connecting omnichannel capabilities to support execution of personalized, timely and seamless omnichannel campaigns and programs.

• Experience in creating data-driven persona and customer journey and using these to create compelling customer experiences.

• Adept at execution and measurement of end-to-end programs and campaigns to support continuous improvement of omnichannel experiences.

• Results-driven and focused both on meeting customer and business needs.

• Plan Health Care Professionals (HCP) and Healthcare Consumers (HCC) engagement using a mix of personal and non-personal channels applicable to different go to market customer engagement strategies.

• Understand roles of different media in meeting customer and business needs. Proficient in owned web and mobile platforms, SEO/SEM, email marketing, social media and digital advertising and use of digital tools and technologies to extract relevant customer behavior and performance insights.

• Technology and data-savvy. Able to converse and collaborate with IT and Data & Analytics teams to set foundations and to innovate for omnichannel success.

• Solid program management experience and, ability to plan, execute and sustain the operationalization of initiatives based on clear implementation roadmaps.

• Preferably with Agile experience having been a member of teams, embracing Agile principles.

Your Profile:

• Bachelors or Master’s Degree.

• You are a passionate advocate of the customer and delivering on their needs.

• Possess a test and learn mindset and equipped with the right knowledge of methodologies, tools and approaches to build this into our daily work.

• You are an excellent, articulate communicator (written and verbal) and have the ability to make the complex, simple.

• You are passionate about what you do and can inspire and influence others, whilst able to also guide, coach, and mentor those around you, at different levels of our organization.

• Resilience and ability to drive transformative change while maintaining a steadfast focus on value demonstration and excellence in execution.

What we look for …

Current Contingent Workers apply

Not Indicated

*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.

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