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Omni Channel & Customer Experience Manager


Columbus, OH 43232
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Job Details

**Position Summary**

The Omni Channel/ Customer Experience Manager is accountable for formulating the digital transformation and customer strategy for PEH Singapore. The role is to lead in championing the omni-channel approach of choice for customers with Pfizer through the use of appropriate digital channel, monitoring of performance per channel and improve the overall customer experience and business outcomes for PEH Singapore . This position reports to the Head of Marketing, PEH Singapore.


+ Accountability in improving the understanding of and interaction with appropriate digital channels. To share technological advances and their potential impact on customer behaviour, expectations and our business.

+ Execute all online marketing activities and other digital initiatives to deliver our business goals; bring customer insight to influence and shape Brand and Portfolio strategies of PEH Singapore

+ Collaborate with Sales & Marketing teams to ensure commercial team is fully adopting a customer experience management mind-set and set of behaviours to support delivery of our purpose and profitable growth.

+ To advise on and support improvements to the customer experience across brands, TAs and across-TAs, and portfolios; highlighting and focusing on key impacts to the customer journey.

+ Collaborate with wider teams including Global/ Regional Digital leads, Medical, Regulatory, StratCo and BT and management of supporting agencies to ensure clear strategy and execution of digital plans and tactics.

+ Accountability evaluating effectiveness of digital activities including channel performance. Regular demonstration of tracking of performance to demonstrate learning and adapting to customer and channel feedback, commercial necessities and changes in the customer and business environments.

+ Input into the development and execution of Operating Plan for digital and accountable for the planning, spending and controlling of budgets, delivering on regular budget updates agreed through the Operating plan process.

+ Ensure all digital initiatives adhere to all channel standards and compliance requirements.

+ Strong ability to communicate detailed, complex information in a clear, engaging and understandable format for a wide audience, including individuals/teams with minimal experience/understanding in this field.


+ 3-5 years of experience in leading digital projects

+ Strong customer focus, demonstrates how they will always think of the customer first; identifying needs and channel opportunities

+ Excellent oral and written presentation and communication skills- particularly around clarifying complexity to a broad audience.

+ Clear understanding of where digital fits in the broader marketing mix.

+ Innovative and results orientated; proven ability to deliver tangible output even in ambiguous environments; comfortable with calculated risk taking

+ Strong ability to manage budgets

+ Strong partner relationship and collaboration skills; ability to generate credibility with and respect from colleagues and external parties at all levels in the organisation

+ Ability to execute and measure plan effectiveness.

+ Strong analytical skills. Demonstrated experience of working with metrics and KPIs to evaluate, communicate and optimise the performance activities

+ Strong interpersonal, influence and communication skills

+ Experience in executing complex programmes / projects across business entities

+ Ability to manage multiple projects and timeframes in a complex organisational structure and multitask in a cross-functional role

+ Experience working with agencies/vendors

+ Comfortable working with latest innovations and assessing new opportunities for adoption.

+ Strong strategic thinking and analytical skills.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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