Job Description

Key responsibilites

1. Plan and execute integrated channel strategies based on customer preferences and behavior, collaborating across channels to deliver seamless engagement experiences that add value.
2. Use digital tools, platforms and systems (including but not limit to broadcast email, rep-triggered email, LINE Official Accounts and webinars) that support customer engagement, such as CRM, email and content management platforms, to deliver real-time, personalized customer experiences.
3. Derive insights from engagement and performance data, applying lessons learned and supporting decision-making to continually improve engagement strategies.

Main job tasks

1. Plan and execute integrated channel strategies based on customer preferences and behavior, collaborating across channels to deliver seamless engagement experiences that add value.

• Stay informed about the healthcare industry, market developments, reimbursement policies and customer segment needs. With guidance, translate brand strategies into relevant digital engagement activities that encourage sharing.
• Identify the key channels used by different healthcare professional (HCP) segments, such as face-to-face interactions, email, webinars and social media.
• Work with Marketing, Sales, Medical and Patient Support teams; learn to map simple customer journeys with support and execute consistent engagement across channels.
• Execute marketing or engagement activities for assigned channels in line with existing plans.
• Proactively collect and share customer feedback from different brand touchpoints.

1. Use digital tools, platforms and systems (including but not limit to broadcast email, rep-triggered email, LINE Official Accounts and webinars) that support customer engagement, such as CRM, email and content management platforms, to deliver real-time, personalized customer experiences.

• Use platforms to personalize, schedule and track the performance of omnichannel activities.
• Troubleshoot platform issues and support cross-functional teams in using the relevant systems.
• Recommend tools or features that enhance the customer engagement experience.
• Use user insights and analytics tools to improve the effectiveness of platform use.
• Keep learning about digital platform features, use user feedback to recommend improvements to tools or workflows, and share results and execution experience to support digital adoption.

1. Derive insights from engagement and performance data, applying lessons learned and supporting decision-making to continually improve engagement strategies.

-Analyze engagement and customer experience data to improve activity execution and content.

• Conduct A/B testing and market segmentation to support data-driven personalized engagement.
• Combine qualitative and quantitative data to evaluate engagement effectiveness across different customer journeys.
• Clearly communicate actionable insights to teams and stakeholders.

Qualifications

Education

Bachelor’s degree or other relevant commercial academic background in business administration, economics (i.e. Marketing), life science or public health, preferably with specialisation towards digital and/or customer facing engagements

Experience

• 1–3 years of relevant work experience, including internships.
• Good professional working experience related to omnichannel engagement and digital marketing mix, preferably from within Pharma industry
• Good knowledge of omnichannel engagement tools and methods (e.g. designing customer journeys, building and launching digital campaigns, remote electronic consent collection, rolling out rep-triggered emails, building and maintaining customer portals)
• Demonstrable content design skills for e-mail and web
• Strong knowledge of digital channel (mainly Line, Email, Facebook, Instagram, Threads, LinkedIn)

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