Global digital customer engagement manager Apply Now

(Digital access / Customer Portal / E-Learning)

Job Family

Marketing

City

Zug

State/Province

Zug

Country

Switzerland

Contract Type

 

Posting Start Date

10-Mar-2021

Company Overview

Galderma, the world's largest independent global dermatology company, was created in 1981 and is now present in over 100 countries with an extensive product portfolio of prescription medicines, aesthetics solutions and consumer care products. The company partners with health care practitioners around the world to meet the skin health needs of people throughout their lifetime. Galderma is a leader in research and development of scientifically-defined and medically-proven solutions for the skin. For more information, please visit www.galderma.com    

Job Description

An opportunity has arisen to for an ambitious and driven digital marketing professional to join Galderma at an exciting time of change and growth.

This role is ideal for a professional looking for a challenge, a role that will enable them to really utilise their experience, a position that allows them to have an impact as they help us build, develop and manage a first class digital portal. 

You will have previous experience of setting up a customer digital interface, project management, dealing with cross functional stakeholders (internally & externally) and bringing the companies vision to life.

As a newly formed team, your expertise will play a key role in the shaping and development of this ambitious and exciting project.

Job Responsibilities

Lead Ax (Aesthetics) portal team and digital services, responsible for the platform design, planning & execution of the portal and reporting & budget

• Play role of business leader for the portal, ensuring that :-
  
  
  
  • portal benefits and deliverables are linked to Ax business priorities (eg: size/ maturity/importance of key markets & vs competition)
  
  
  • Oversee governance model and lead / facilitate core team / StC / initiative workstream leads meetings & follow ups / action items.
  
  
  • influence core team members & StC members on portal imperatives, and iv) key issues are escalated and solution proposed.
  
  


• Identify risks & implement mitigation plans.


• Ensure the broader organization understands role and benefits of Ax portal, and connect dots with others (eg: other 2 GBUs, platform team, CommOps digital team; present at Ax (Aesthetics) GBU calls & ensure Ax GBU team members fully enrolled)

1. Platform Design:

• Ensure platform functionalities and design meets customer needs (via customer sounding board; ensuring business requirements are understood and delivered by IT / vendors)


• Define role for more advanced markets (US, Brazil and Australia) and which functionalities they will co-create with us and pilot.


• User centric methodologies to ensure all new features fits customer needs.


• Define segments and HCP portal journeys based on the Ax business priorities.


• Develop a UX roadmap to ensure a continuous development which responds to customer expectations.


• Assess and benchmark latest technology available to keep up with innovation.


• Development roadmap of the platform to cater for regional / country specificities providing a level of local customization through local CMS management and defined processes.

1. Planning & execution:

• Put in place one overall roll out road map with clear criteria for market / functionality selection (based on business size / maturity level / competition etc), aligned with StC and key stakeholders. Enable IT PM & portal intern to develop granular timeline & granular specifics on what the markets will receive / need to deliver.


• Continue to drive module leads & identify interdependencies / outages, to either resolve, or escalate with proposed solutions & ensure they are aware of their contributions to the portal success (eg content ready…)


• Work with CommOps / regional GBU leads and Ax GBU to define go to market strategy and KPIs for launch (eg: target number of HCPs, % sales we expect to go through online, % HCP education that will be virtual, progressions of), to then define launch strategy & plan.


• Design the CRM strategy and email marketing to boost engagement and online sales.


• Grow the engagement and other business KPI based on the CRM strategy set through an iterative process and a test and learn methodology. Report to CommOps / regional GBU leads and Ax GBU results and advice on new ways to improve engagement.


• Identify new opportunities and develop strategies to promote the portal to customer (Acquisition – Engagement – Retention)

1. Reporting & budget:

• Establish the portal KPI framework based on customer segments and internal stakeholders report needs.


• Track progress against plan & identify risks (with proposed solution / mitigation)


• Issue regular status reports and ensure granular tracking templates enable team to progress as one.


• Ensure budget remains in line with business case.


• Implement KPI tracking (planning / Launch status); align and set up customer KPIs (ie # HCPs educated, # sales online)

Minimum Requirements

• 5-7 years experience in online customer portal management with online sales


• 3-5 years instructional design experience focused on instructor-led, digital (i.e.


• eLearning, webinars, interactive pdfs etc.) and blended learning


• Meaningful experience related to e-learning and multimedia production


• Experience in building CRM strategies through email marketing


• Experience developing medical curriculum and behavior-based learning a plus


• Experience with graphic design, video, micro-learning, responsive design,


• gamification, simulations, animation/motion graphics preferred

Other Important Information

• Experience in effective learning materials development using eLearning authoring tools


• Provide routine administrative functions such as maintaining courseware and running reports on LMS (Learning Management System)


• Experience in developing certification programs, courses, lessons, evaluation tests, and feedback surveys


• Assist in training program execution, logistics, and reporting analytics


• Experience in routine administration of Learning Management Systems


• Ability to craft and maintain multiple course development at a time


• Understanding of adult learning theory and practice, particularely HCP learning behaviors


• Applicable software systems utilized in daily operations


• Applicable digital production equipment


• Develops and implements plans that address accessibility in online instruction.


• This includes compliance and regulations of various geographies


• problem-solving to address accommodation requests for training and adaptation of course materials as needed


• Knowledge of eLearning solutions for SAAS based software application training (preferred)

Back to list Send job to a friend Print this page Apply Now