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Multi-Channel Excellence

3 months ago

Dubai, United Arab Emirates Biogen Idec Full time


Job Description

The Multi-Channel Excellence (MCE) Senior Manager, will strategically plan, execute, and monitor programs that enhance our overall multichannel customer engagement strategy and approach in the GCC (KSA, UAE, KUW, QA, OMA and BAH).

The individual will be responsible of developing the MCE strategy and roadmap: Manage the development of GCC Orchestrated Customer Engagement (OCE) strategic plan in partnership with GCC cross-functional brand teams, including relevant tactics from global / other countries and specific local initiatives. The individual will be in charge of developing customer journeys in partnership with the cross functions to deliver the right message, through the right channel, to the right customer, at the right time. They will act as an internal subject matter expert and drive the transformation within the company.

In addition, this role will partner with global CE&O (Customer Excellence & Operations) This individual will engage and work together with members of the international CoE and Customer Excellence & Operations (CE&O), tactically defining and delivering on the transformation goal of business excellence and providing differentiated customer experiences.

1. Multi-channel strategic framework and expertise
  • Alignment with Local, Regional and Global strategic imperatives. Orchestrates the creation and roll out of Multichannel (MC) projects.
  • Lead and implements global digital projects on an affiliate level (prepare budget, involve necessary functions, build execution teams) and is the collaboration point for Biogen GCC affiliate & Global CE&O.
  • Ensure timely delivery of projects/tasks within budget and at best possible quality.
  • Provide multi-channel/digital subject matter expertise in defining and driving the customer engagement strategy for a specified function (Medical, Marketing, External Affairs) as part of a unified customer experience platform
  • Lead on the development and execution of digital tactics & campaigns, especially to complement local field activities and around disease awareness

2. Multi-channel Implementation
  • Support Medical, Marketing Teams, External Affairs, Value and Access and Field Force Effectiveness, as well as other functions in their multichannel projects with a focus on the digital activities.
  • Driving adaptation and implementation of multichannel tactics across the affiliate (emailers, webinars support, Customer experience, website, etc)
  • Help maintain and updating the local digital tools/websites/services and lead the launch new ones

3. Stakeholder Engagement
  • Support brand planning to ensure digital priorities alignment with brand priorities
  • Work in close partnership with legal and compliance to ensure the adequate management of contents and tools, respecting internal and external GCC codes of conduct in which regards information sharing
  • Work collaboratively with the respective Global & Regional MCE counterparts in the Centre of Excellence to oversee global strategy devolution, solution development, execution, and measurement of the global strategies to determine effectiveness and closing the loop for input into the next round of planning

4. Operational Excellence and Continuous Improvement
  • Define KPI reports concerning multichannel activities, monitor those, analyse, take conclusions, and recommend actions
  • Ensure campaign strategy effectiveness and keep the GCC teams well informed on progress, best practices in multi-channel/digital, and associated metrics and outcomes.

Educating the local organization on new technologies and capabilities, and drive its adoption; taking the digital maturity of the local organization to the next level

Qualifications

  • 10 years experience in pharmaceutical industry in brand management, sales and/or digital marketing with aa minimum of 3 years digital marketing experience or in a similar role
  • Fluent English (oral and written) required; Arabic is a plus
  • Copy approval management (eg. Veeva Vault) (Preferred)
  • Knowledge of CRM (eg. Veeva) CRM (Preferred)
  • Marketing automation experience with Sales Force Marketing Cloud (SFMC / ExactTarget) and/or Adobe Campaign platforms
  • knowledge of tools such as CANVA, Hootsuite, brandwatch, piano, etc
  • Ability to run social media campaign end to end
  • Bachelor's Degree Required - Marketing, Digital Marketing or MBA Preferred


Additional Information

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.