Omnichannel Engagement Manager.

About The Role

Location: Cairo, Egypt

About the Role:

As an Omnichannel Engagement Manager, you will be responsible for developing and managing innovative omnichannel strategies and driving digital solutions to ensure the utilization of the right mix of touchpoints with the key stakeholders, ensuring a consistent, exceptional customer experience, whilst providing data-driven insights to enhance the organizational effectiveness.

This role reports directly into the Customer Engagement & Experience Lead and will work hand in hand with the cross-functional customer-facing teams.

Key Responsibilities:

• Understand the brand/therapy area business strategy to design HCP journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behavior-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impact.
• Ensures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement.
• Develops high-level customer experience roadmap; sets prioritization rules and develops guidelines for improving customer experience through right channels & content strategy.
• Monitors the performance of various internal & external platforms like Novartis owned web portal for HCPs/ or other channels to improve the user experience & enhance CX.
• Leads channel strategy/action plan and ensures improvement in quality of customer interactions though improved cross-channel orchestration & personalization while Identifying opportunities to establish new channels (voice, chatbots, social etc.) based on customer preferences and formulates strategies to scale them.
• Provides recommendations on novartis owned and non-novartis owned channels (e.g., site, email, paid social); works closely with Tech to improve channel experience and raises any risks/concerns/business implications of channel choices & act as an expert to guide the teams for the right content for each channel for each CJ stage.
• Leverages CX framework, insights from customer data & information from different channels (e.g., Sales team feedback, voice of the customer, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategy.
• Tracks performance of activities, customer journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimize.
• Collaborates with cross-functional teams (Sales, Marketing, Medical, Legal, Compliance etc.) to use the appropriate supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives.
• Ensure proper governance is followed across all activities through proper approvals, execution and tracked by regular management monitoring.
  
  
  
  

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Role Requirements

Essential Requirements:

• Bachelor’s degree in Pharma, Sales, Marketing, or any other related discipline.
• 5+ years of directly related or relevant experience, with 2+ years in Digital Marketing, Brand Management, Omnichannel Engagement, or Customer Experience.
• Digital Marketing Certifications.
• Technical skill of: Channel Strategy & Management, Customer Journey Mapping, Data analysis & marketing communications.
• Tools Knowledge: MS office suite, Web analytics like google analytics, CRMs like Veeva, Salesforce, Medallia & marketing automation tools.
• Behavioral skills of collaboration, time management & multitasking, planning, decision making & creativity & innovation.
  
  
  
  

Desirable Requirements:

• Data Analytics Certifications.
• Project Management Certifications.
  
  
  
  

Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here:

https://www.novartis.com/about/strategy/people-and-culture

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook.

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.

Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here:

https://talentnetwork.novartis.com/network

Division

International

Business Unit

APMA IMI

Work Location

Cairo

Company/Legal Entity

NOV PHARMA EGY

Functional Area

Marketing

Job Type

Full Time

Employment Type

Regular

Shift Work

No

Early Talent

No