As a Customer Experience Strategy Lead, you will work as both lead strategist and hands-on strategist within cross-disciplinary strategy teams. In your role you will focus primarily on omnichannel and digital strategy projects but you will have opportunity to flex across to brand strategy, creative strategy and product strategy as opportunities arise. You will focus on partnering with an existing priority client of the Groupe.
· Strategy development & strategic leadership
· Understand brand and scientific strategy, and the role of audience engagement to drive growth in complex treatment landscapes
· Build omnichannel (paid, owned and earned) and digital strategies which help healthcare brands strengthen their relationships with people, guiding the strategic planning of channel and content strategies across connected journeys
· Understand the drivers of CSAT & NPS across HCP segments, using "Voice of HCP" to investigate the root cause of identified CX issues.
Ideate activities to improve customer experience and drive NPS uplift through digital & technology solutioning and channel / content experimentation.
Work closely with local Planners, Media & Data Engine teams to determine the optimal channel mix, potential KOLs and touchpoints for improved customer reach.
· Create brand messaging frameworks, communication plans against the customer journey and write creative briefs that synthesise insights into the jobs to be done from a creative perspective
· Flex your strategic skills across client needs, supporting clear decision-making on how to deliver both audience value and business impact
· Simplify and synthesise complex human journeys into clear, actionable insights and strategic deliverables, ensuring that your recommendations are informed by
research and data. In this role you will routinely deliver personas, treatment journeys, adoption ladders, and other blueprints and guides that help clients make business decisions based on action-oriented, human insights
· Leverage a range of strategic frameworks and planning tools to break down customer, communication, and channel strategies into actionable plans. Confidently create ecosystems, engagement journeys, user journeys, and comms plans to help brands create connected journeys for healthcare audiences
· Where necessary, dig deeper into owned channel and content strategies to ensure brand experiences deliver value and utility to patients, carers and HCPs
· Define the holistic omnichannel measurement strategies and KPIs and performance analytics for clients including test-and-learn/optimisation recommendations based on your strategy, expertise and past experience
Client partnership & growth
· Drive organic growth with clients by identifying new opportunities, and partnering with the broader CoLab team to develop them
· Plan and lead client workshops
· Support scoping tasks for strategic functions
Communication & collaboration :
· Act as the strategic lead across multiple cross-functional projects (Commercial, Communications, Brand, MedEd), deliver omnichannel and/or digital strategies that support broader programme aims
· Collaborate effectively and build ideas with the broader team, whether within your immediate country team or with teams outside of your country.
· Partner with the other strategic disciplines, product/service design, media and data experts to shape new customer experience strategies across all platforms
· Partner with Ops Lead and Client Management teams to plan projects, and show strong time awareness and time management skills
Qualifications· You are an experienced healthcare engagement strategist, skilled at unpacking complex business challenges, discerning insights, and shaping omnichannel plans that drive business results
· You have proven experience in omnichannel strategy, and can confidently help brands and businesses design engagement programmes which flex across digital and face to face channels
· You understand current trends in HCP and patient digital behaviours and engagement and can act as an SME on these topics
· You can guide clients on the right research techniques (both qualitative and quantitative) to gain the data and insights they will require to make better business decisions
· You have broad expertise in defining the strategy across the range of digital touchpoints, channels and platforms leveraged by the pharmaceutical industry with expert knowledge in a few across the range of paid/owned/earned channels: social media, paid media, email/CRM, Salesforce Marketing Cloud (SFMC), Veeva, web, mobile, SEO, SEM
Additional InformationWhat Publicis Groupe can offer you
Be a part of the Publicis Groupe family - one of the world's most progressive and dynamic modern communications businesses enjoying all the perks that come with our network offering:
· A hybrid, full flex work style, with 3 days a week spent meeting your clients and/or colleagues face to face.
· Extensive Learning & Development opportunities, including more than 15,000 learning programs via our online learning platform Marcel Classes
· Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year
· A culture of open feedback and support to reach your goals through our Career Conversations program
· Access to our Global AI Platform, Marcel, connecting Publicis Groupe employees with opportunities for advancement and collaboration with our global network
· And many more benefits, including a range of leaves, health related support, and so forth.
#LI-Hybrid
Publicis Groupe believes that our people are our greatest asset. Our people are chosen for their skill sets, their ethics and professional qualities without any exclusion, preferential treatment, or discrimination. We are proud to be an equal opportunities employer and do not discriminate by reason of age, gender, gender identity, race, sexual orientation, nationality, religion or disability or any other difference. We encourage applications from all qualified individuals and will provide appropriate assistance for candidates who may need other considerations or adjustments throughout the recruitment process upon request.
-
Tokyo Publicis Groupe Full timeJob Description · As a Customer Experience Strategy Lead, you will work as both lead strategist and hands-on strategist within cross-disciplinary strategy teams. In your role you will focus primarily on omnichannel and digital strategy projects but you will have opportunity to fl ...
-
Chiba QVC jobs.contract_type_full_time - RegularR72415-EN Customer Experience Manager · JP, Chiba, Chiba · Job ID: R72415-EN · Posted: December 13, 2023 · Regular · FullTime · QVC– · Customer Service & Experience– · JP86097 Customer Experience Manager · ポジション概要 · Director/VPおよびQIの方針をもとに、戦略的な視点で計画/試作を立案し、担当する複数のエリアにおいて定めら ...
-
Tokyo Amazon Japan G.K. フルタイム➣仕事の概要 · Amazonのミッションは、地球上で最もお客様を大切にする企業になることです。そのためには、優れた才能を持ち、オープンな議論から最適な改善策を見つけて実行に移すことができる人材が必要です。Learning and Talent Development (L&TD) チームでは、Amazon Logistics (AMZL) をサポートする経験豊富なプログラムマネージャーを募集しています。 · ➣役割について · この役職では、AMZLの最前線にいる人々のニーズを理解し、それに応えるために行動を起こします。複数の分野にわたるグローバル ...
-
Tokyo AKQA IncSenior Customer Experience (CX) Strategist · Strategists at AKQA make our clients' business their business. Driven by an innate curiosity and a passion for problem solving and learning, they harness their cutting-edge knowledge of brands, technology, culture and societal trends ...
-
Tokyo TikTok RegularTeam Introduction · The team is responsible for setting the TikTok content strategies for the Asia-Pacific market through OKR, metrics setting, program management etc. and will work closely with global/regional creator and publisher teams to ensure vertical alignment and best pra ...
-
Tokyo Teads弊社概要 · 弊社は、 30 か国、 100 以上の異なる国籍の 1,200 名を超える従業員を抱えるグローバルな アドテック 企業です。 · 最大手のテクノロジー企業と競合しています。 · InRead ビデオの開発者です。 · 最大手のメディア代理店やブランドと提携しています。 · プレミアムパブリッシャーとのグローバルなパートナーシップを結んでいます。 · 職務内容(期待される役割): · Teads は、東京に拠点を置き、広告キャンペーンの設定、最適化、パフォーマンス、および全般的な管理を担当するチームの一員として、細かいことにも気 ...
-
Tokyo Maersk Full timeMaersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. · At Ma ...
-
Tokyo Maersk Full timeWithin the Key Client and Runway segment, we are offering a full time position with the main focus to serve as Customer Experience Consultant for handling SCM operation. · As part of the team you will cooperate with your colleague(s) fulfilling the end-to-end solutions towards K ...
-
Tokyo Maersk Full timeWithin the Key Client and Runway segment, we are offering a full time position with the main focus to serve as Customer Experience Consultant for handling SCM operation. · As part of the team you will cooperate with your colleague(s) fulfilling the end-to-end solutions towards K ...
-
Tokyo Maersk Full timeWithin the Key Client and Runway segment, we are offering a full time position with the main focus to serve as Customer Experience Consultant for handling SCM operation. · As part of the team you will cooperate with your colleague(s) fulfilling the end-to-end solutions towards K ...
-
Tokyo Rakuten Mobile Full timeDescription · : About Organization · Leveraging a sophisticated blend of network engineering, data science, and analytics, the Network Intelligence Engineering team at Rakuten Mobile is a key stakeholder of the mobile network. We're a passionate group of engineers, data scient ...
-
Tokyo Rakuten Full timeDescription · : Business Overview · Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well, providing more than 70 services in a variety such as e-commerce, payment services, financial services, telecommunication, media, sports, etc. · Dep ...
-
Tokyo LexisNexis Japan KK Company Full timeAbout the Role · As a Customer Experience Quality Engineer / Analyst , you play a pivotal role in ensuring the highest level of satisfaction for our customers. This is achieved by meticulously assessing, refining, and enhancing their experience with our products. Collaborate clo ...
-
Tokyo Rakuten Full timeDescription · : Business Overview · Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well, providing more than 70 services in a variety such as e-commerce, payment services, financial services, telecommunication, media, sports, etc. · Dep ...
-
Tokyo Rakuten Full timeDescription · : Business Overview · Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well, providing more than 70 services in a variety such as e-commerce, payment services, financial services, telecommunication, media, sports, etc. · Dep ...
-
Tokyo BMAT Music Innovators Full timeThat thing we do · We're the Operating System for the Music Industry – a platform that pumps up the jam of every play. · We connect all players of the industry to amplify the value of music. Driven by machine learning and copyright expertise, our system pumps neutral data and aut ...
-
Tokyo Rakuten Full timeDescription · : Business Overview · Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well, providing more than 70 services in a variety such as e-commerce, payment services, financial services, telecommunication, media, sports, etc. · Dep ...
-
Tokyo Coca Cola Full timeDescription · Summary: Great marketing begins with human insights, understanding what the consumer wants, making a superior tasting product and through the consumer passion points, telling the brands story in a relatable way. We are building targeted, experiential campaigns tha ...
-
Tokyo 5000 Kyndryl Japan KK Full timeWho We Are · At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, in ...
-
Tokyo 5000 Kyndryl Japan KK Full timeWho We Are · At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, in ...
-
Tokyo Rakuten Mobile Full timeDescription · : About Organization · Our focus is on maximizing radio strategy through the efficient use of spectrum resources and radio nodes to enhance network coverage and capacity. · The RF Planning & Strategy team serves as a central function, acting as an enabler betwee ...