We are currently looking for a self-driven professional to lead and develop Orion’s Branded Products business division's Omni-channel capabilities according to the business strategy. In this key position, you will be responsible for driving the Omni-channel Customer Engagement strategy, tactics and adoption across the business division, support the creation of customer centric activity plans and drive change and adoption across the division and at the corporate level.
For this role we seek an energetic, insightful person with several years of relevant experience, strong business acumen and demonstrated change management and leadership skills to join a collaborative and highly professional team. This role requires robust concepting, process, technical and data knowledge for the customer engagement domain, as well as the ability to effectively communicate with and influence colleagues at all levels.
**Description of position**
As the Customer Engagement Lead, you will be responsible for continuous technology enhancement in customer engagement, activation & scaling of new digital channels, ensuring cross-channel orchestration, defining channel strategies and measuring the engagement effectiveness for an industry leading Omnichannel customer experience.
Main responsibilities:
- Developing and owning a customer experience enhancement, roadmap and guidelines for an industry leading customer experience
- Providing overall direction for enhancing Customer Experience by developing, communicating, and implementing omni-channel tactics and practices according to business strategies whilst driving continuous improvement in associated tools, processes, data and documentation
- Participating in the mapping of end-to-end customer journeys together with the Brand and Sales teams, to ensure consistent customer experience for maximized reach & impact
- Tracking performance of the activities, customer journeys and respective channels, and providing data driven suggestions to respective brand and Sales teams on how to continually optimize the campaigns & content effectiveness and channel selection and prioritization
- Contributing to the digital content creation according to business strategy, with focus on value creation and end user experience
- Acting as the Business Lead for key Omni-channel technology platforms and tools, and contributing to the corporate level tech roadmap and development initiatives as key player in a cross functional team
- Leading the adoption and change within the Omnichannel Customer Engagement domain
- A member of the Branded Products leadership team with shared accountability of the business results and contribution to the overall business strategy
You will report to the SVP, Branded Products and be based in Finland or one of Branded Products key growth countries.
**Description of Unit**
The Branded Products business division seeks to maximize the value of Orion’s in-house developed cornerstone products, such as Easyhaler and entacapone, through innovative customer engagement. Promotional synergy will enable Orion to launch and grow new branded products in the specialties of Respiratory, Parkinson’s Disease (PD), other Central Nervous System (CNS), and Women’s Health through own development and in-licensing.
Branded products sales regions consist of Central, Western and Southern Europe and the Asia Pacific Region.
**We offer**
This position offers an exciting opportunity to contribute to the development of Orion’s customer engagement strategy and its implementation. It gives the opportunity to collaborate with a team of dedicated pharma-experts driven by the purpose of empowering people across the business division and sales regions to live their lives to the fullest - every single day. This position will be working closely with a variety of internal and external stakeholders globally. We strive for excellence in everything we do. We succeed, learn together, and appreciate each other.
**Requirements**:
To succeed in this role, you possess the following educational background and professional experience:
- An academic background from a relevant field
- 5+ years of directly related or relevant experience, preferably in Omnichannel Customer Engagement and / or Customer Experience
- Experience with Campaign-, Content
- and Channel Strategy Management from either commercial, information management, or project management background
- Toolset knowledge on applicable Customer Experience tech platforms, e.g. CRM, Marketing Automation, Web analytics, Data analytics and reporting, and experience on implementation projects for these
- Business acumen and customer value driven approach, business and market analysis competence
- Data driven analytical and problem-solving skills, with experience on Cross-Channel, Campaign and Marketing Analytics & Customer Insights
- Understanding of the pharmaceutical / life science business considered a plus
- Can do -mindset and willingness to get your