Customer Experience and Omnichannel Manager

Job Description Summary

Location: Mexico City, #LI-Hybrid
About the role:
Design and lead the customer experience and engagement strategy aligned to business objectives with a strong focus on customer needs.

Job Description

Key responsibilities:

• Build omnichannel strategies that effectively supports product strategies
• Lead channel strategy ensuring channel orchestration
• Bring new digital solutions that enhance customer experience
• Enable strategic collaboration across customer facing teams to integrate omnichannel marketing into the strategic planning process
• Measure campaigns and overall digital strategies to provide overall direction for enhancing CX and achieving business objectives

Essential requirements:

• 5-7+ years of broad commercial experience (including social media and digital marketing experience) brand management and/or related head office roles
• Solid understanding of the online or interactive vehicles available to Mexican marketers and social media landscape (channels and strategy)
• Ability to evaluate and import new/untested/innovative digital models & social media tactics in key priority areas 
• Strong project management skills with demonstrated track record and ability to formulate ROI
• Excellent communication (written and verbal), as well as selling, presentation and strategic thinking skills
• Ability to lead and forge external, internal and international partnerships to leverage resources and expertise
• Strong Analytical skill and data driven thinking with solid knowledge on websites analytics tools (e.g. Google Analytics)
• Understanding of the online regulatory framework for pharmaceutical marketing (desirable)

Benefits and rewards

Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Skills Desired

Agility, Analytical Thinking, Brand Awareness, Building Construction, Business Analytics, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model