Program Manager -Omnichannel Customer Experience

Site Name: India - Maharashtra - Worli Mumbai, Istanbul Head Office Posted Date: Jan 25 2023 Ready to help shape the future of healthcare? 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. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years. Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together. Job Purpose:- You will be responsible for project management & communication involving EM strategic projects. The roles includes planning, simplifying of business operations and leveraging GSK solutions towards successful implementation of projects with pace and agility You will be accountable in leading successful implementation of EM omnichannel framework across markets, working closely with third party agency & leveraging, EM and global omnichannel framework, tools and resources to support GSK in delivering best in class customer experience to HCPs. This role could be based in India (Mumbai/Delhi/Bangalore) or Istanbul (local applicants). Key Responsibilities:- Project Management: 1. Overall responsible for leading delivery of EM projects/ strategic initiatives & Integrated communication plan 2. Accountable to end to end delivery of projects as per project plan , budget and business needs 3. Ensures the GSK processes are effectively administered. Establish, maintain, manage all deadlines, dependencies, and deliverables across all internal parties involved leveraging GSK DAI framework 4. Proactively manage changes in project scope, identify potential integration risks, and devise contingency plans. Analytical & Problem solving Mindset 5. Partners with data & analytics team and external partners to define success metrics to analyse the omnichannel project performance by brands report progress on an ongoing basis 6. Act as a liaison between teams to communicate needs, identify bottlenecks, and drive solution-oriented processes. 7. Evaluate and analyze Omnichannel program execution quality vs. industry standards and benchmarks in the digital space and stay apprised on emerging trends and key learnings Stakeholder Management 8. Collaborate with cross functional teams such as tech, finance, data science, and Regional CE, BI ,DDCX teams to optimize processes as they relate to the project workflow. 9. Serve as a primary point of contact for LOCs , managing effective communication across teams and keeping track of timelines to ensure project deadlines are met. Drive Execution Excellence 10. Develop key project customer experience metrics and key performance indicators for executive level reporting, monitory, analysis, refinement, and ROI of customer engagement initiatives Educational Background:- Minimum Level of Education:- Degree in any discipline Preferred Level of Education:- MBA Area of Specialisation:- Sales & Marketing Job-Related Experience:- Minimum Level of Job-Related Experience required:- • Bachelor’s Degree with 5 -8 years of commercial experience including working in sales & marketing functions within country. • Demonstrated ability in project management & multiple stakeholder engagement • Experience analyzing customer metrics, drawing insights, and proposing appropriate action • Understanding of digital and omnichannel marketing channels • Familiarity of Project Management tools and applications such as Microsoft Project , Excel & PowerBI. Other Job-Related Skills/Background:- Excellent interpersonal (communication and presentation) and organizational skills Problem solving abilities and a can-do attitude Confident, proactive self-starters, comfortable in managing and engaging others Effective in engaging, partnering with and influencing stakeholders across the matrix up to BUD levels Ability to move fluidly between big picture and detail always keeping the end goal in mind Inclination toward collaborative partnership, and able to help establish/be part of high performing teams for impact Highly diligent with close eye for detail. Delivers quality outputs At GSK we value diversity (Gender, LGBTQ +, PwD etc.) and treat all candidates equally. We aim to create an inclusive workplace where all employees feel engaged, supportive of one another, and know their work makes an important contribution. *LI-GSK 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. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years. Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. 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