Site Name: GSK Tres Cantos, Madrid Posted Date: Nov 8 2024 Descripción del Puesto El Customer Experience Expert formará parte del equipo de marketing, reportando directamente al CX Manager. Siendo responsable de impulsar la experiencia de cliente a través de desarrollar y diseñar estrategias omnicanal que ayuden a construir una relación coherente y consistente de nuestros clientes con el portfolio de productos. Además, analizará el Customer Journey de nuestros clientes para desarrollar un profundo conocimiento de las principales necesidades de los clientes, extraer insights y poder asegurar una experiencia de Usuario óptima y omnicanal, alineando las estrategias de experiencia del cliente con las iniciativas de marketing. Principales Responsabilidades: Desarrollo de Estrategia CX: Diseñar e implementar estrategias que mejoren la experiencia del cliente a nivel omnicanal y que se alineen con los objetivos de negocio del área. Implementar estrategias personalizadas (User Journeys) para satisfacer las necesidades específicas de los clientes, mejorando así afinidad y la fidelización. Establecer mecanismos para recoger y gestionar el feedback de los clientes, utilizando esta información para realizar ajustes en procesos y estrategias Análisis de Datos: Identificar las necesidades de los clientes, así como recopilar y analizar los principales KPIS de performance para identificar áreas de mejora y oportunidades a nivel de negocio Hacer seguimiento sobre las tendencias del mercado y las mejores prácticas en CX, adaptando la estrategia según sea necesario. Segmentación: Trabajar en mejorar las diferentes segmentaciones de clientes para poder ofrecer una mayor personalización de contenidos Estrategia de Contenidos: Trabajar estrechamente con los Content Experts y Product Managers para ofrecer una propuesta diferenciadora de Contenidos a nuestros clientes. Project Management & Innovación: Liderar la implementación de diferentes proyectos cross departamento que ofrezcan soluciones innovadoras a nuestros clientes. Embajador del cambio: Ser embajador y líder a la hora de transmitir al resto de los equipos (RdV y Marketing) la importancia de la experiencia del cliente e integración en todos los proyectos del área. ¿Por qué tú? Requisito Básicos: Experiencia previa en Marketing Digital Profundo conocimiento de los canales de relación con el cliente y experiencia en el sector Dominio de las diferentes herramientas digitales y UX/UI Licenciatura universitaria, en ciencias de la salud, IT o ADE Dominio y fluidez del inglés Altamente Valorable: Conocimiento de metodologías y herramientas Agile Máster en marketing digital Habilidades: Orientación a objetivos, iniciativa y proactivo Altas habilidades relacionales y de comunicación influyente y empática Perfil Analítico Habilidad para trabajar en equipo Gran capacidad de organización y gestión del tiempo Fecha final de recepción de candidatos: 22/11/2024 Discover more about our company wide benefits and life at GSK on our webpage Life at GSK | GSK Please take a copy of the Job Description, as this will not be available post closure of the advert. When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application. #LI-Hybrid Why GSK? Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology). 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