Customer Experience And Omnichannel Manager (Xico) (Valle de Chalco Solidaridad)

Location

Mexico City, Site: INSURGENTES, Country: Mexico

About the Role

Design and lead the customer experience and engagement strategy aligned to business objectives with a strong focus on customer needs.

Key Responsibilities

• Build omnichannel strategies that effectively support product strategies.
• Lead channel strategy ensuring channel orchestration.
• Bring new digital solutions that enhance customer experience.
• Enable strategic collaboration across customer facing teams to integrate omnichannel marketing into the strategic planning process.
• Measure campaigns and overall digital strategies to provide overall direction for enhancing CX and achieving business objectives.

Essential Requirements

• 5-7+ years of broad commercial experience (including social media and digital marketing experience), brand management and/or related head office roles.
• Solid understanding of the online or interactive vehicles available to Mexican marketers and social media landscape (channels and strategy).
• Ability to evaluate and import new/untested/innovative digital models & social media tactics in key priority areas.
• Strong project management skills with demonstrated track record and ability to formulate ROI.
• Excellent communication (written and verbal), as well as selling, presentation and strategic thinking skills.
• Ability to lead and forge external, internal and international partnerships to leverage resources and expertise.
• Strong analytical skill and data driven thinking with solid knowledge on website analytics tools (e.g. Google Analytics).
• Understanding of the online regulatory framework for pharmaceutical marketing (desirable).

Benefits and Rewards—Commitment to Diversity and Inclusion

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.