Channel Strategist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Roche A tiempo completo
About the Role

We are seeking a highly skilled Channel Specialist to join our team at Roche. As a key member of our LATAM Omnichannel team, you will play a critical role in driving customer centricity and creating seamless customer experiences.

Key Responsibilities
  • Localize the channel strategy and roadmap provided by the Channel Lead, taking into consideration customer needs and preferences in Colombia.
  • Consult with the Channel Lead and Omnichannel CX Chapter Leads in the design of the channel strategy and roadmap for LATAM, providing understanding of the Roche 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 support in concrete execution, providing coaching as needed.
  • Collaborate with Content Partner for each TA to implement content strategy for each channel, ensuring all content across channels is previously segmented if needed and carefully tagged to measure content performance and continuously optimize.
  • Work closely with the Channel Lead and global programs EpiCX, RDI) and drive locally the consent management process for local customers.
  • Identify new channels in Colombia based on evolving customer engagement preferences and encourage local pilot MVP projects to test their effectiveness and share learnings with other Affiliates.
  • Collaborate with the Business Technology Partner on technology upgrades and new features to augment the delivery of omnichannel campaigns across channels.
  • Collaborate with the Analytics & Insights Partner to measure channel performance and determine their value and effectiveness, translating incoming data into business results and generated impact and share learnings and recommendations on the optimal channel mix with the Channel Lead.
What We Offer

This is a key role to enable Affiliates to leverage digital channels to reach customers according to their needs and preferences, increase customer engagement, and thereby create 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.

Requirements
  • 3+ years of experience in planning and delivering integrated omnichannel strategies, campaigns, and programs with specific technical expertise and hands-on knowledge of social media, online advertising, web, SEO/SEM, mobile, chat, and email channels.
  • Experience in working in and/or leading teams or cross-functional projects.
  • Experience with content tagging across channels.
  • Experience in consent management process management desirable.
  • Ability to motivate and help people shift their mindsets towards customer centricity, be the expert in optimizing/tailoring content for appropriate channel and audience.
  • Proven experience in liaising and collaborating with external agencies to leverage data-driven decision making in optimizing campaigns.
Language

Fluent in English and Spanish (oral & written) is essential.

Skills & Competencies

We are looking for a visionary, architect, catalyst, and coach who can contribute to a team culture where others are motivated to take bold decisions to accelerate an exceptional and personalized customer experience.

In addition, the following skills will make you successful in your position and career development at Roche:

  • Coaching
  • Risk Taking & Experimentation
  • Learning Agility
  • Outcomes Based Planning
  • Systems Thinking
  • Customer Centricity
  • Deep Listening

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