Customer experience lead in Bucuresti

Job DescriptionKey responsibilities: Connects relevant data analytics, insights, and state-of-the-art capabilities to transform the customer experience and positively impact the future of business and the environment on cluster levelContributes at the development of the strategy and implementation of the digital acceleration plan together with the DCOD and Business Operations Lead/DD&A leads on local levelCreates the deployment plan of the digital capabilities in full alignment with the business needs and priorities established at cluster or regional levelIdentify and develop new communication channels, innovative digital solutions that can shape or transform the customer engagement journeyCreates in close collaboration with the local markets’ standard communication campaign or best practices in order to cover the needs of franchises and increase the efficiency of resources usedContributes at the set-up of smart KPIs and objectives for customer engagementDevelopment of digital solutions and capabilities to improve organization processesCompliance with the internal regulation, internal operating procedures applicable in our Company, company standards, all relevant EU laws and regulationsIdentification of the areas of personal development and establishment in the annual plan of development of specific training actionsMerge all data collected to create new innovative customer experience based on the external environment, business needs and in alignment with the company strategy for digital accelerationCoordinates the creation of the state-of-the-art campaigns or innovative multichannel plans for products in focused to maximize the potential of each franchiseBasic knowledge of the market evolution of the products in promotion and competitionCoordinates and oversees the value board revision and prioritization on cluster level in direct coordination with the region (MER)Digital acceleration:Develop the strategy and implementation of the digital acceleration plan with the support of DCOD and Business Operations Lead/DD&A leads on local levelDevelopment of digital solutions and capabilities to improve organization processesCreate standard campaign or work frames in order to streamline the activity of the sales force or to implement fully digital communicationManagement of internal/external relations:Ensures the integration of the digital strategy into the core activities of the Brand Managers and medical representatives and provide support to them to implement these activitiesSystematically communicates / promotes / exposes our Company employees to the implemented campaignsManages the relationship with the internal technical and creative teams and coordinate with the Brand managers launching various capabilities as well as their useAnalysis: Measures and analyzes the qualitative and quantitative impact of the various DIGITAL activities to continuously adapt the DIGITAL campaigns to customer needsOrganizes results in a dashboard and presents them to internal customersRegularly encourages product teams to follow the return on investment of different campaignsProposes pro-active new campaign based on analyses.Performs other activities requested by the superiors.Acts in accordance with internal rules and instructions. Acts according to conduct behavior and safety standards.Contributes to greater efficiency of the company.Skills, Knowledge, Qualifications And Experience:Significant customer experience strategy development and designManagement experience of planning and delivering large scale digital change initiatives with a leading consumer facing brand/or organisationDigital product design and development leadership to integrate digital first and user centred design into team behaviour and build agile digital product management and development methodologiesCustomer-centric approach to digital optimisation – demonstrable experience in using complex data insightsProblem Solving Productive communication Project Management Strategic Thinking Product knowledge and portfolio managementThis is a remote based position, but an external candidate should be located in one of these countries: Romania, Bulgaria, Croatia, Serbia or Slovenia.Who we are…We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.What we look for…Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.Current Employees apply Current Contingent Workers apply Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: RegularRelocation:No relocationVISA Sponsorship:Travel Requirements:Flexible Work Arrangements:Shift:Valid Driving License:Hazardous Material(s):Number of Openings: 1