Experience:

8 years required

Skills:

Social media, Market Research, Research

Job type:

Full-time

• Designs campaign user journeys with the right touchpoints, frequency & sequencing, leveraging HCP insights and behaviour-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impact.
• Provides overall direction for enhancing CX by analysing business objectives and customer needs as well as developing, communicating, and implementing business strategies and practices whilst driving continuous improvement in CX tools, documentation, and processes.
• Ensures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to crate meaningful engagements.
• Develops high-level customer experience roadmap; sets prioritization rules and develops guidelines for improving the customer experience.
• Monitors the performance of various internal & external platforms like GSK owned web portal for HCPs/ 3P/ Other Brand.com pages to improve the user experience.
• Channel Strategy.
• Leads channel strategy/action plan and ensures improvement in the quality of customer interactions through improved cross-channel orchestration and personalization.
• Identifies opportunities to establish new channels (voice, chatbots, social, virtual, etc.) based on customer preferences and formulates strategies to scale them.
• Provides recommendations on GSK owned and non-GSK owned channels (e.g., site, email, paid social); works closely with Tech to improve channel experience and raises any risks, concerns, or business implications of channel choices.
• Takes on team leadership responsibility to lead a team of 1-2 people to implement channel plans effectively.
• Customer Insights & Analytics.
• Leverages CX framework, insights from customer data & information from different channels (e.g., Sales team feedback, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategy.
• Acts as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities.
• Tracks performance of activities, campaign user journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimize.
• Cross-functional Collaboration.
• Collaborates with cross-functional teams to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives.
• Guides on the execution of an orchestrated campaign user journey.
• Bachelor s Degree in Sales, Marketing, or any other related discipline. MBA preferred.
• 8+ years of recommended total experience, including 5+ years of relevant experience, preferably in digital marketing, brand management, omnichannel engagement, or customer experience.
• Campaign Management: Ability to support OC campaigns with designing user journeys and orchestrating right set of channels basis HCP insights/feedback.
• Channel Strategy & Management: Ability to devise an effective plan for engaging with HCPs through their preferred channels (e.g., emails/WhatsApp/calls/social media/F2F etc.) in the right frequency and sequence utilizing tools available.
• Customer Journey Mapping: Ability to visualize and analyze the various touchpoints and interactions with the HCPs and act on it to ensure seamless customer experience.
• Customer Experience Management: Ability to design and manage the HCP experiences across all touchpoints and channels in the campaign user journey to maximize customer satisfaction.
• Marketing Analytics & Customer Insights: Ability to gain insights into the performance of campaign user journeys and its impact on customer experience, by analyzing various CX metrics, customer feedback/NPS, etc.
• User Interface (UI Design): Ability to design appropriate user interfaces for various HCP engagement platforms/applications/ software, such as website, apps, emails, chatbots etc.
• Digital Marketing: Ability to engage with HCPs through various digital channels, such as search engines (SEO/SEM), social media, emails, websites, etc. to increase the reach & engagement, and enhance the customer experience.
• Data Analysis and Synthesis: Ability to analyze information, draw conclusions, generate solutions, and evaluate outcomes to refine campaign user journeys and channels usage.
• Design Thinking: Ability to understand & analyse HCPs behaviour/needs/preferences and OC campaign goals/objectives to suggest appropriate journeys and right set of channels for engagement, on an ongoing basis.
• Why GSK?.
• Uniting science, technology and talent to get ahead of disease together.
• GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
• Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
• Important notice to Employment businesses/ Agencies.
• GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Skills:

Compliance, Multitasking, Microsoft Office, English

Job type:

Full-time

• Lead small projects.
• Manage multiple priorities to achieve agreed timelines.
• Proactively improve processes.
• Independently manage stakeholders.
• Why You?.
• Manage the GM s calendar, schedule meetings, and appointments including travel arrangements and expense report, coordinate visa and work permit with supplier.
• Partner with the regional Executive Assistant team for calendar management, regional meetings, and logistic arrangements for visitors, including visa-related matters.
• Facilitate and organize meeting logistics for the leadership team.
• Aligned to Global EHS (Environment health and safety) strategy, implement and maintain a management system to managing all workplace health & safety risks.
• Ensure compliance with local EHS regulatory requirements and GSK global EHS standards.
• Be responsible for local implementation of EHS programs like driver safety, incident management, Lifesaving rules etc.
• Liaise with GSK WREF Site Lead for office facilities operation & implementation by appointed Service partner aligning with contract metrics.
• Bachelor s degree in Business Administration, Communication or a related field.
• Excellent organizational and multitasking skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and.
• Digital literacy and familiarity with collaboration platforms (Teams).
• Excellence communication and interpersonal skills in Thai and English.
• Ability to handle sensitive information with discretion.
• Why GSK?.
• Our values and expectations are at the heart of everything we do and form an important part of our culture.
• Operating at pace and agile decision-making - using evidence and applying judgement to balance pace, rigour and risk.
• Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.
• Continuously looking for opportunities to learn, build skills and share learning.
• Sustaining energy and well-being.
• Building strong relationships and collaboration, honest and open conversations.
• Budgeting and cost-consciousness.
• Why GSK?.
• Uniting science, technology and talent to get ahead of disease together.
• GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
• Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
• Important notice to Employment businesses/ Agencies.
• GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.