Omnichannel Experience Manager

hace 2 semanas


Bogotá, Bogotá D.E., Colombia Roche A tiempo completo
Role Overview

We are seeking a skilled Omnichannel Experience Manager to join our team at Roche. As a key member of our Digital Customer Engagement & Insights - LATAM department, you will play a vital role in shaping the way we interact and connect with our customers.

Your primary responsibility will be to develop and execute integrated omnichannel strategies, campaigns, and programs that enhance customer engagement and provide personalized experiences. You will work closely with cross-functional teams, including Content Partners, Medical, and Marketing teams, to ensure alignment and effectiveness.

Key Responsibilities:
  • Localize channel strategy and roadmap for Colombia, taking into account customer needs and preferences.
  • Collaborate with Channel Lead and Omnichannel CX Chapter Leads to design channel strategy and roadmap for LATAM, providing insights on Roche's omnichannel ecosystem in Colombia.
  • Create and execute local campaigns in chosen channels, platforms, and tools, ensuring channel performance tracking is activated.
  • Enable PPoCs to leverage digital customer engagement activities through selected channels and provide coaching to ensure digital skills and capabilities are set up for success.
  • Collaborate with Content Partner to implement content strategy for each channel, ensuring all content across channels is segmented and tagged for performance measurement and optimization.
Requirements:
  • Bachelor's degree (scientific, technical, digital, economic, or business degree). An advanced degree in Life Sciences and/or MBA is a plus.
  • 3+ years of experience in planning and delivering integrated omnichannel strategies, campaigns, and programs with specific technical expertise.
  • Experience working in and/or leading teams or cross-functional projects.
  • Ability to motivate and help people shift their mindsets towards customer centricity and optimize content for appropriate channels and audiences.
About the Role

This is a key role in enabling Affiliates to leverage digital channels to reach customers according to their needs and preferences, increasing customer engagement, and creating personalized customer experiences. You will actively shape the way Roche interacts and connects with its customers by selecting and executing campaigns through the optimal mix of channels, platforms, and tools according to local customer preferences and customer segmentation.



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