Omni-channel Customer Engagement Strategy Partner

Roche

Roche

  • Jakarta


  • Permanent

  • Full-time

Omni-channel strategy integration:

  • Define the roadmap and direction for Omni-channel digital engagement activities with integration between channels, that focuses on the needs of customer, provide personalized, seamless and unified experience
  • Proactively develop effective multi-channel activities across the business to ensure a cohesive customer experience
  • Work with cross-functional teams to understand customer needs for engaging and meaningful content so that maximum impact is gained from campaigns by repurposing content across multiple channels
  • Identify new opportunities through emerging channels for the business to pilot, test and run. Ensure robust measurement is in place on which to base recommendations for expansion or exit.
  • Lead implementation of projects related to multi-channel platforms and customer engagement model in the affiliate.
  • Drive projects execution and roll-outs related to digital engagement platforms from global/regional, eg. EpiCX, Digital Content Lab
  • Drive digital acquisition strategy, help business gain new customers through right targeting and online and offline channels
  • •Ensure development of omni-channel engagement tracking and actionable insights generation both from quantitative and qualitative perspectives, in close collaboration with data, insights and analytics team
  • Work with external providers to ensure processes are suitable for purpose and in line with appropriate Roche SOPs, Service Level Agreements and KPI’s

People & Process:

  • Partner with specified PPOCs, marketing, medical teams, guide and act as subject matter expert in the development of digital and omni-channel customer engagement strategy
  • Champion the need to change the way external customers and stakeholders are engaged with through multiple channels and ensure key internal stakeholders are taken on that journey
  • Raise the CX and digital maturity and capabilities in affiliate

Financial:

  • Manages agreed project budgets and delivers within agreed timelines and parameters
  • Identifies opportunities for cost efficiencies across channels

Compliance:

  • Be accountable for being fully knowledgeable of all relevant policies and for abiding by these
  • Adhere to relevant codes, standards, policies and procedures as well as regulations in accordance with local, regional and corporate requirements in the delivery of performance and conduct of Roche activities.

Visionary: defining and embedding the strategy around gaining optimal customer acquisition & delivering best customer experience

Mindset:

  • Patient centric mindset
  • Be a true customer advocate; understand business challenges/opportunities, needs and wants
  • Strong entrepreneurial mindset with outstanding partnering capabilities (coaching, consulting, ability to deeply listen, question and understand)
  • Ability to think from enterprise level, beyond boundaries and borders to bring impact (enterprise mindset)
  • Growth mindset, able to learn and unlearn quickly, take risks and experiment, and contribute to the learning cycle by sharing knowledge with others inside and outside Roche
  • Self managed and self directed – able to work independently
  • Display of integrity in everything (i.e. open, honest, ethical and genuine)

Lives and role models the Roche Indonesia PROUD behaviors

Enabler mindset leveraging the internal and external networks to create value, sharing back and scaling.

Boldly acts on key decisions and opportunities and boldly stops any activity that is not adding value. Ability to say “No” to stakeholders when the value is not predictable/foreseen.

Insights/data driven decision making

Preferred Qualifications:

  • University degree (scientific, economic, or business degree). An advanced degree in Life science and/or MBA is a plus.
  • Practical understanding of digital innovation methodologies
  • CCXA Academy (desired)

Skills and Experience:

  • Demonstrable experience of brand multi-channel customer engagement & experience marketing in a pharmaceutical or non pharmaceutical environment
  • Strong business acumen and analytical skills
  • Exceptional communication skills including presentation, negotiating and strong project management skills
  • Experience of working in a customer-facing environment
  • Experience of working with cross functional teams with demonstrable impactful influence across all levels of the organization
  • Experience of multi channel transformation and embedding of new processes and ways of working within a complex matrix environment
  • Experience of developing robust measures and KPIs that are aligned to brand and channel objectives
  • Experience of vendor management
  • System thinker and deep listener
  • Deep experience in agile ways of working is desired

Knowledge:

  • Excellent insight and understanding of multi-channel customer engagement
  • Good understanding of digital technologies and the applicability of these technologies to enable solution development and scaling of digital offers
  • Deep understanding of customer & patient journey(s) mapping
  • Broad understanding of Roche’s present portfolio and future pipeline, such that they can work on future-based solutions
  • In-depth knowledge of Indonesia Pharmaceutical Code of Conduct and other relevant standards and guidelines

Other relevant capabilities:

  • Proficient in English to collaborate internally across the broader Roche enterprise is highly desired
  • Product Owner/Scrum Master certification is a plus

Roche

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