Customer Excellence & Digital Marketing Lead

As the Customer Excellence and Digital Marketing Lead, you will be in the driver seat of the customer excellence capabilities & digital activities in the BeLux affiliate.

Role Summary

In this position, you will possess a distinctive opportunity to spearhead innovation for customer excellence and omnichannel within the affiliate domain. Simultaneously, you will be responsible for steering the digital strategy, executing digital projects, overseeing aligned KPIs, and generating comprehensive reports. You will be partner of brand teams & other departments. in data driven planning of digital activities and help to continuously improve operational excellence.

• Drive the customer excellence and digital strategy in the affiliate and define omnichannel roadmap and align with Regional priorities
• Lead local communication cascade strategy for Customer Capabilities
• Be Affiliate change agent for customer capability change management
• Keep up to date with the latest trends and best practices in online marketing and ensure knowledge transfer within the affiliate to support Regional priority setting and global deliverables
• Support innovative projects on customer capabilities and digital technologies, ensuring alignment with compliance, regulatory, safety & other relevant functions
• Coordinate setting KPIs and implementing solutions for tracking and monitoring the success of digital campaigns
• Ensure integration and roll out of digital with traditional channels, build multiple touchpoints and partner in brand planning process
• Mobilize affiliate expertise & resources to drive implementation of customer Capabilities
• Facilitate successful collaboration with Global Service Center for implementation of digital assets
• Set up local best practice sharing meetings and Customer Excellence events for the affiliate
• Act as primary customer capability contact in the affiliate
• Collaborate with external agencies to improve our internal capabilities in the digital area
• Lead local market research projects with digital focus and share and leverage learnings for future digital projects
• Act as a project manager: Plan, conceptualize, implement and analyze tailored digital marketing activities for brands in alignment with strategic brand planning process
• Be the department expert and manage marketing automation tools (SFMC)

What we expect of you

What we seek in you as an experienced professional, are these competencies and qualifications:

Competencies:

• Ability to lead and support teams through organizational changes that may result from integration.
• Solid understanding of relevant technologies and systems, digital marketing / communication, content management
• Ability to align integration efforts with the overall strategic goals and vision of the organization
• Experience in implementing, administering and tracking of digital channels (webinars, webcasts, websites)
• Strong project management skills (leading cross-functional project teams)
• Fast learner with high affinity to new technologies & digital communication
• Strong communicator with the ability to work in cross functional teams (internal + global)
• Strategic thinker with the ability to make informed decisions
• Problem-Solving: Skill in identifying and resolving challenges that may arise during the GwL integration process.
• Adaptability: Flexibility to adapt to changing circumstances and navigate evolving integration requirements.
• Proficiency in managing projects, timelines, and resources to ensure successful integration.

Qualification:

• Higher academic education (University degree or experience from similar positions)
• At least 2 years of relevant experience in Digital Marketing / Digital Communication
• Experience in Brand Management in pharmaceutical sales is a plus
• Knowledge of legal basis for digital marketing is preferred
• Good IT skills, incl. Microsoft Office (Word, Excel, Outlook, PowerPoint)