Global Omnichannel Customer Engagement Lead

Overview

Company Description Sobi offers the opportunity to work at an international pharmaceutical company focused on specialty pharmaceuticals meeting the high medical needs of rare disease patients and providing treatment and services to them. Our employees come from a variety of backgrounds within research, healthcare, industry and the academic sphere.

Job Description

The Global Omnichannel Customer Engagement Lead will be responsible for delivering seamless and engaging experiences for healthcare professionals (HCPs) and other key stakeholders across all platforms, accelerating brand engagement and topline growth. This role is Global (Ex US) with a focus on EU and International Regions. The successful candidate will work in close collaboration with global cross functional and affiliates teams. This is a hands-on role requiring deep digital and omnichannel experience within the pharmaceutical industry. You should be confident to work independently in a matrix management environment, developing impactful customer journeys, high quality content and engaging affiliates in effective deployment across channels. Experience in rep triggered and blast emails, webinar platforms, HCPs portals, content tagging, Veeva and KAM orchestration are extremely important. The ability to communicate to stakeholders at all levels with clarity and vision is a must. Sobi is a dynamic environment which requires individuals that can work at pace and scale. This role provides tremendous opportunity to shape the digital and omnichannel roadmap for Sobi.

Key Responsibilities

• Aligned to brand strategy, develop omnichannel plans, and advise on approach to campaign execution across markets
• Develop and roll out best practice guidance to affiliates to deploy and execute campaigns effectively driving impact for the brands
• Collaborate with cross functional teams (both commercial and non-commercial) to create personalized journeys based on customer preference data and brand objectives with simple and impactful KPIs
• Develop omnichannel guidance and governance through playbooks, training and resources to support the business to execute in a consistent and impactful manner
• Be seen as an SME championing strong customer engagement though omnichannel strategies
• Build digital content ensuring consistent messaging, visuals and positioning across all channels and platforms
• Support brand teams with their communication and messaging goals across non personal channels
• Enhance and evolve Sobi’s HCP portal (SobiPro), incorporating industry best practices
• Co-create channel capability with global and affiliate colleagues, providing strategic guidance
• Set clear KPI’s and monitor campaigns to track performance and suggest enhancements
• Support line manager to develop omnichannel and digital roadmap for the region(s)
• Proactively assess future trends in customer engagement to accelerate our capability and provide Sobi with a competitive edge
• Operate with high ethical standards in line with the Sobi corporate values and SOPs by ensuring ongoing completion of all required initial and ongoing training in local regulations and policies, and adherence to those regulations and policies

This is a highly networked role, with a requirement to work cross-functionally and cross-company.

Qualifications

• University degree level education –Marketing, Engineering, Data or Computer Science
• Digital/omnichannel experience at regional or global, including leading extensive digital projects within the pharmaceutical industry
• Additional commercial experiences including sales, marketing and business intelligence
• Experience in Cardiometabolic disorders is desirable
• Proficient with CRM ecosystems such as Veeva
• Data driven with strong data and analytics skills, Qlick/Power BI
• Desirable experience in data flows/warehouse
• Experienced in marketing automation across different customer segments
• Ability to communicate complex digital strategies in simple, compelling narratives
• Cross-cultural leadership, effective communication and team working skills
• Multi stakeholder project management and leadership experience, delivering results on time and within budget
• Flexibility, ability to manage change and operate in an environment of uncertainty
• Fluency in written and spoken English
• Additional European language skill is desirable