PPH Sr. Customer Engagement Manager

The Customer Engagement Manager supports the head of Vaccine Korea in the execution of MCO marketing and brand direction with a key focus on Customer Strategy.

• Support the Head of Vaccine Korea in the development of the Country Activation and brand plans for the portfolio into MCO activation and GTM strategies.

• Implement brand strategies and tactics based on Customer personas, Customer journeys, Customer engagement planning aligned to Country brand plans and GTM strategies which already set-up.

  • Map the customer journey, identifying areas for improvement and working to enhance customer satisfaction, loyalty and overall experience to deliver brand objectives.

  • New NIP introduction related stakeholder engagement in Oct – Nov.

  • New NIP introduction communication related HCP campaign in Oct – Nov.

    • Official announcement message

    • Objection handler

    • Media campaign press release plan

    • Message development & dissemination

    • GH, DH & Partner engagement & education

  • Additional indication related communication with cross-functional team

• As required, adapt content in respect of regulatory frame and in coordination with partner functions.

• Tailor the experience and impact through the use of customer data.  

• Utilise performance data to deliver on executional KPIs and customer engagement.

• Work in close collaboration with the sales team and GTMC to optimise the customer journey and, identify and map optimal channels and frequency, including budget recommendations for channel investment strategy.

• Execution of the customer engagement plan to ensure consistent messaging and seamless customer experiences

MAIN REQUIREMENTS 

Technical skills:

• Understanding of Sales and Marketing operating model, Go to Market (GTM) Transformation

• Experience in executing customer strategy.

• Ability to make data-driven decisions based on customer needs.

• Customer-centricity and omnichannel excellence including experience with the collection of and use of customer data, agile operating model, new GTM models, and digital capabilities

• Ensuring Korea Code of Conduct. 

Soft skills:

• Ability to respond resourcefully to changing business conditions and opportunities proactively looking for ways the team can adapts is plans, tactics and strategies. 

• Build effective partnerships with key local stakeholders, MCOs and business support functions. 

• Proactive understanding of the Korea market trends and the competitive landscape. 

CRITICAL EXPERIENCES REQUIRED TO BE SUCCESSFUL IN THE ROLE

• Previous Product/ Brand experience (preferably in the pharmaceutical industry) 

• Digital marketing / Omnichannel engagement. 

• Worked in teams where there is a high degree of accountability and collaboration across functions and roles. 

• Korean & English language skills are required