Customer Experience Delivery Manager



Customer Service
Brentford, UK · London, UK
Posted on Friday, May 3, 2024
We’re excited to be moving to our vibrant new home on New Oxford Street in central London from the end of June 2024. At GSK HQ, we’re building an energising space where we can connect, collaborate and get ahead of disease together. Designed especially for us, it’ll be one of the healthiest workplaces in the world, with best-in-class tech and bright, light spaces to help us thrive.

Role :Customer Experience Delivery Manager

Duration : 12 months

Job Purpose

The newly formed CX & 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 organisation, executing digital-only customer experiences across the General Medicines & Vaccines portfolio in markets outside the US with no local sales, marketing & medical resources. We are looking for an experienced and passionate Brand Manager to lead the design, implementation and ongoing analysis & optimisation of agreed brands across selected Emerging Market Countries. Moreover, the role will play a critical role, supporting the Associate Director – Customer Experience to play back key data and insights to business stakeholders in Global, Regional and Local teams to drive action in the pursuit of a much improved customer experience and higher performance impact.

This role will report to the ‘Associate Director – Customer Experience - EM” and will be a key member of the Digital Hub Team, successfully delivering against clear commercial & medical Regional performance targets.

Key responsibilities:

  • Support the execution of omnichannel integrated campaigns for priority market/brands across EM 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 DDCx 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 the LOCs.
  • 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. Provide instructions for tagging across all campaign collaterals.
  • Carry out monthly campaign performance analysis, analysing all relevant data sets, distilling key insights and recommending actions for optimisation ready for presentation to snr management as part of ongoing agile sprint retrospectives.
  • Work with scrum masters to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including new functionalities & channels.
  • 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

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:

  • Mindset
    • Agile and entrepreneurial mindset with problem solving attitude to impactfully achieve teams goals.
  • Capability
    • Previous experience in managing pharma prescription brands at local or global level
    • Experience of GSK and 3rd party marketing channels & platforms for HCPs
    • Proven track record of omnichannel marketing execution, including direct involvement in content & media planning, working closely with third party media suppliers.
    • Experience in working with modular content
    • Good Project planning skills
    • Understanding of local Pharmaceutical codes and regulations
    • Experience implementing GSK DDCx User Journey catalogue
    • Experience analysing data & analytics to distil insights to optimise marketing campaigns
  • Stakeholder Management
    • Partner closely with medical affairs managers and 3rd party agencies to drive timely plan execution
    • Partners closely with subject matter experts to seek necessary input & collaboration, i.e. compliance, medical. legal etc.
  • Outside-In
    • Demonstrates strong customer focus and awareness of digital industry trends

Why You?

  • Experience working with Rx brands at local or global level
  • Digital Marketing degree or equivalent with significant experience in omnichannel execution of content and user journeys
  • Understanding of customer segmentation & targeting
  • Hands on experience of content development and copy approval, i.e. Content Lab
  • Excellent internal engagement skills - building credibility with, and insights through, a strong internal network of key stakeholders
  • High accountability & track record of successfully delivering critical complex projects


Job Application End Date : 11th June 2024

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.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

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