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| 部署・役職名 | Digital Customer Engagement / Digital Marketing Manager |
|---|---|
| 職種 | |
| 業種 | |
| 勤務地 | |
| 仕事内容 |
・The Omnichannel Customer Engagement Manager drives a new level of customer centricity and integrated customer engagement through promotion of excellence in the design, development, execution ＆ analysis of integrated omnichannel customer engagement in partnership with brands and business units. This individual plays a key role in the end－to－end process from ICP （Integrated Customer Plan） to omnichannel campaign （includes all offline and online） execution and measurement. ・The Customer Engagement Manager leads the integrated customer planning （tactical） process in close collaboration with the business and Strategy ＆ Operations Division. Working as a valued business partner, this role has a significant contribution towards executing company’s omnichannel strategy through the co－development of integrated customer journeys and digital content using innovative and best practice processes and tools. This ensures appropriate governance, process, training, data integrity and systems integration for all content management, digital engagement, and measurement across our digital channels. Key Job Accountabilities: This role leads ensures the seamless customer experience across channels by supporting the end－to－end process from ICP to campaign execution and measurement. If successful, this role will have a key contribution to ensuring that the right content is delivered through the right channel to the right customer segment to optimize the customer experience. ・Lead ＆ facilitate the ICP planning process （omnichannel planning component） As a core team member to the assigned portfolio, collaborate closely with brand leads and Strategy ＆Operations Division （S＆O） to plan and execute the tactical component of the ICP planning process using robust tools and approaches Collaborate with S＆O to support the business in deriving customer insights based on channel engagement and performance analysis to inform the omnichannel engagement plan Understand current Global ICP planning process and requirements in order to communicate ＆ imbed into NBI's ICP planning ・Translate the ICP into orchestrated omnichannel campaigns and content plans aligned with business goals to optimize the customer experience Work with the business to translate the ICP into an orchestrated omnichannel execution plan encompassing all of our channels （both offline and online） that continuously builds channel capabilities based on customer insights and needs Develop ＆ maintain the content plan ＆ 3－6 month rolling editorial plan in connection with brand teams for the assigned portfolio Inform the development of quality content by applying best practices and customer insights to optimize content engagement Enable appropriate tagging to facilitate robust omnichannel engagement performance measurement Ensure execution of the campaign plan through close collaboration with the Digital Production Specialist, GTM （Go－to－Market） Services and Experience Design team Gather an understanding of customer engagement across therapeutic areas and brands to contribute towards NBI’s development of holistic customer content ＆ engagement preferences ・Optimize omnichannel performance Work closely with BIA （Business Intelligence ＆ Analytics）, XD （Experience Design） and GTM Services to optimize omnichannel engagement through A/B testing, applying UX design principles Support the development of relevant campaign metrics that enable cross functional evaluation of campaign and channel performance Collaborate with analytics colleagues to evaluate omnichannel reports and develop business relevant insights and actions Lead cross functional campaign performance review meetings to identify opportunities to optimize engagement in near time and for ICP planning ・Collaborate with global and cross－functional teams to define ＆ improve core omnichannel end to end processes and system capabilities ensuring compliance with local regulations Support in defining practices, documentation （ie. Playbooks） to build organization’s capability in omnichannel planning ＆ execution Continuously seek process ＆ system improvements for core omnichannel end to end processes to enhance quality and efficiency Lead advocacy for core omnichannel processes including digital campaign design, automation workflows, editorial/content planning, execution of omnichannel strategy Identify ＆ apply best in industry practices for omnichannel engagement by staying on top of current trends and competitive approaches Collect ＆ collate business requirements to inform channel improvements |
| 労働条件 |
No smoking indoors Non－smoker |
| 応募資格 |
【必須（MUST）】 ・Demonstrable experience with knowledge and experience of:Design, planning ＆ delivery of multichannel and / or digital marketing campaigns Website development including content management Email marketing campaigns including campaign management system（s） Measuring ＆ reporting on campaign analytics ＆ KPIs Modern web / digital design ＆ UX principles Experience implementing CRM－driven marketing campaign automation process ＆ platforms Project management （knowledge of Agile / Lean / Scrum is a plus） ・Understanding of the key channels, digital platforms for customer engagement planning ＆ execution ・Prior experience in Digital Marketing ・Ability to articulate requirements clearly ・Strong experience in managing process and leveraging data ＆ insights ・Strong stakeholder management, negotiation skills, influencing without authority Excellent communication skills ・Prioritization skill ・Deep knowledge of Global ICP planning requirements |
| 受動喫煙対策 | 屋内禁煙 |
| 更新日 | 2023/03/13 |
| 求人番号 | 2640105 |
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- スペインの大学で法律と日本語を修め、弁護士資格を取得。法曹界で経験を積んだ後、かねてより関心を持っていた日本へ渡ることを決意。高い語学力とコミュニケーション能力を強みに、PALヘルスケアチームで日々、候補者のキャリアサポートに誠実に励んでいる。
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