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Customer Experience Delivery Manager
Customer Experience Delivery Manager-May 2024
Mexico City
May 10, 2025
About Customer Experience Delivery Manager

  Site Name: Mexico City Torre Mitikah, Panama - Panama's Capital - Ciudad de Panama

  Posted Date: Dec 21 2023

  The newly formed Customer & Data organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact. The Global Digital Hub is a vital pillar of this organization, executing digital-only customer experiences across the General Medicines & Vaccines portfolio in markets outside the US with no local sales, marketing & medical resources.

   Your responsibilities:

  This position gives you the opportunity to lead key activities to advance in YOUR career, the main ones are:Support the execution of omnichannel integrated campaigns for priority market/brands across Emerging Markets in a timely manner, with clear customer segmentation and targeting.Work closely with assigned Medical Affairs Managers within the Digital Hub team to plan and execute the campaigns, including implementation of Data Driven Customer Experience User Journeys and content planning across the broader channel mix.Manage x-matrix stakeholders and third parties to execute flawlessly, including media agencies and relevant Regional and Local stakeholders.In alignment with global & General Medicine analytics framework, execute (or lead vendor to execute) tagging of content and campaigns to track usage and effectiveness for improvement.Carry out monthly campaign performance analysis, analysing all relevant data sets, distilling key insights and recommending actions.Work with scrum masters to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases.Manage content and activity demand forecasting and prioritization process with 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance.Manage digital vendors, translation vendor, carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Hub.Own the development, implementation & continuous optimization of customer-centric digital framework Why YOU?

  Your qualifications:

  To achieve our goals we are looking for professionals with the following characteristics:Degree in Marketing, Digital Marketing or relatedStrong experience with Project Management and/or Digital MarketingExperience working in Marketing or related areas in the Pharmaceutical Industry at local or global levelProven track record of omnichannel marketing executionStrong Knowledge in campaigns Data & Analytics and customer segmentation & targetingAbility to work in culturally diverse teams and reconcile cultural differences to successfully deliver servicesFluent in EnglishPreferred Portuguese knowledgeOne year contractCandidates with excellent interpersonal and communication skills, team players and resolution capacity will be valued.

  If you feel this is your next career move, please apply up to January 15th

  Why Us?

  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 organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

  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 workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We're committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

   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.

  Our inclusive workplace makes our employees feel engaged by the contribution they make, by affording them equal treatment regardless of actual or perceived characteristics. As so, when you apply for a job at GSK, it is not necessary to include on your resume information such as: race, color, ethnicity, age, gender, sexual orientation, marital status, religion, origin, photographs or any other personal characteristics.

  Find out what life at GSK is really like www.gsk.com .

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