Customer Engagement Manager - Cardiovascular

About the job

The role is expected to contribute to the activation and amplification of the MCO Cardiology franchise/ category/ brand strategy to deliver growth within a local market.   

• Collaborates cross-functionally and with agency partners to deliver impactful execution, aligned to global/MCO strategy. 
• Contributes to a deep understanding of HCPs and patients along the experience journey and supports the amplification of relevant omni channel assets to deliver memorable ‘go-to-market’ execution locally. 
• To drive brand growth by assessing growth opportunities with risk mitigation.
• Plays a pivotal role in driving digital and omnichannel campaign orchestration for our customers.
• The role involves coordinating with local and global support teams to address any issues, ensuring seamless execution of digital marketing campaigns, fostering campaign synergy, and documenting processes and principles to enhance our internal knowledge base.
• Work on innovative projects to engage the hospitals on different level while improving brand image.

Key dimensions - Scope & Scale:

• Design and execute the Cardio brand strategy in Thailand on the public and private channels.
• Project management with internal and external stakeholders.
• Partner management and follow-ups.

Job Purpose & Key Responsibilities:

Customer Engagement

• Embed transformation of the Go-To-Customer model to an agile, sustainable and flexible model for the country aligned with GenMed transformation Go-To-market transformation vision.
• Design and implement the local customer engagement plan related to the customer segment under his/her responsibility.
• Ability to engage customer on different levels, through events, symposiums, etc..
• Implement the country long-term strategy to achieve excellence in Omni-Channel activities and customer engagement and take the necessary steps to implement a strong MCE, in permanent collaboration with MCO marketing, medical and key support partners (ITS, Business Operations & support, legal, compliance, regulatory affairs).
• Develop a strong CE network within the Country by sharing and supporting the implementation of best practices.
• Ensure all local teams are equipped with necessary knowledge and tools related to Customer engagement, Omni-Channel activities.
• Participate in cross country CE projects.

• Customer Engagement local level strategy and operational plan preparation and execution in constant collaboration with the marketing, medical and commercial team.
• Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.
• Proficiently pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with local marketing and commercial team and across MCO CE network.
• Train the team on product knowledge and how to grow the brands.

Project management:

• Ad’hoc project management with both external and internal partners.
• From design to execution and follow-up.
• Active coordination to ensure millstone delivery.

Behavioral Success Factors:

• Work closely with medical and commercial teams while developing and implementing CE strategy and plans.
• Capability to innovate and drive change.
• Collaborate effectively with other functions including BOS, ITS, Regulatory, Legal, Purchasing and Finance.
• Excellent verbal and written communication skills with the ability to interact effectively with people at all levels.
• Demonstrates a high level of drive and ambition for optimal business results and injects energy and enthusiasm into the organization.
• Maintain effective internal communications to ensure that all relevant company functions are kept informed of certain channel/campaign objectives.

About You

• Minimum of 5 years’ experience in pharmaceutical marketing field, in an international environment. Previous Cardiology related experience preferred.
• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing
• Proven Team/network/community management
• Excellent communication skills (Thai & English), ability to involve people
• Experience of work in cross-functional teams, high level of collaboration within the team
• Creativity and focus on finding solutions to achieve results
• Working closely with Sales and other transversal teams such as ITS, CRM, Market Research, Training, Medical, Public Affairs, Market Access, Legal/DPO (GDPR) and other stakeholders.
• Cooperation with other Country/MCO/Cluster teams, to share experience and coordinate CE operations on a proper level.
• Marketing knowledge, strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills (Outlook, Word, Excel, PowerPoint), proven project management skills, communication, presentation, persuasion., ability to work cross-functionally.
• Able to teach others and share the knowledge to others.