Accord Healthcare
Digital Brand Manager
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Digital Brand Manager - Speciality Brands Location: Stockley Park
This role will be on site 5 days per week
The Role:
To drive and lead effective strategies for a seamless online and offline customer experience that results in successful customer interactions and engagement. This role is critical in driving our customer engagement strategy through optimising customer journeys, supporting insightful customer / sales segmentation and driving innovative digital marketing plans. It will also be at the heart of driving digital channel optimisation and enhancing our online presence and customer digital experience overall. You will be responsible for driving the performance of our non- (sales) promoted products that sit within the Speciality Brand business unit and identify opportunities through targeting, segmentation and data-driven insights to create and execute customer engagement plans, including sales / customer segmentation and digital marketing plans (CRM / CLM and multichannel projects). These plans will align with our overall Commercial strategy goals (incl. brand and product objectives) and will optimise existing platforms with plans for future digital transformation and growth. You will also be responsible for ensuring the effective day-to-day management and maintenance of the content and journeys across our websites (working with team members to deliver effective content and campaigns and our relevant agency partners). If you have a passion for digital marketing, healthcare, project management and identifying opportunities through data, and you want to make a difference in people's lives, this is an exciting opportunity for you.
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Strategy: • Use data and insight to develop and execute digital engagement strategies to enhance customer relationships. • Develop, deploy and measure a customer digital engagement strategy which delivers on the performance goals for our online product mix • Identify key touchpoints and develop and implement multichannel communication strategies to enhance Customer engagement. • Plan, execute, and monitor digital marketing campaigns across multiple channels through strong KPI development and review • Act on and share best practice and trends across e-commerce, healthcare websites and digital platforms (incl. digital sales team tools), together with the marketers from the Speciality Key Brands portfolio Website / digital platform management • Own and lead customer journeys and content on existing websites / digital platforms under the remit of the UK Generics team.
Digital campaign management: • Develop, deploy and measure effective CRM/CLM and multichannel (MCM) campaigns focused on customer engagement, retention, and loyalty within campaign budgets. • Identify and plan to implement digital solutions (e.g. AI chatbots, self-service portals and interactive tools) to improve customer experiences. • Create / Improve processes around MCM and Digital Marketing within the team.
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Relationships & Communication: • Collaborate with Sales, Marketing, Business Information and SFE teams to develop effective and measurable Customer Engagement strategies and plans. • Identify customer pain-points and work with wider team to implement digital solutions. • Proactively counsel teams on ways to improve existing MCM strategies/ activities and capability
The Person:
Essential: Strong understanding of multichannel strategy, journeys and customer profiles. Proven track record of successfully managing digital marketing campaigns and projects. Strong experience of finding opportunities in data and using data and insights to develop segmentationplans. Experience with CRM platforms (e.g. Salesforce), marketing automation tools, analytics platforms (e.g. Google Analytics). Ability to work in a fast-paced environment and manage multiple priorities. Anticipate future industry trends and opportunities, proactively develops plans to address these and communicates them to senior management. Good understanding of online data protection obligations and the ABPI code (ABPI qualification completed or would be completed within 6 months).
Desirable: Previous Pharma digital-channel experience Experience of working on e-commerce
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