Title: Medical Customer Experience Manager
Location: India (preferably Mumbai)
Fulltime
Positions: 3
Key Responsibilities
Digital Medical Engagement Strategy:
Support the build and execution of digital medical engagement strategies for assigned medical assets, ensuring they align with the Medical Strategic Scientific Objectives and LOC insights. Collaborate with strategic leaders to translate global and regional medical priorities into actionable plans that address unmet medical needs. Focus on operational delivery, quality, and progress tracking to ensure successful implementation. Execution of Engagements and Media Plans:
Execute agreed digital medical engagements and media plans in a timely and compliant manner. Ensure flawless execution of content and user journeys across the broader digital channel mix. Partner with the assigned Scrum Team and Medical Reviewers to develop and approve content using tools such as Content lab and Med Comms. Optimization of Digital Engagement Framework:
Continuously test, analyze,
and optimize the digital engagement framework to improve effectiveness, customer experience and impact. Conduct performance analysis of digital engagements, share insights, and recommend actions for optimization with global, regional and local teams. Work with D& A lead and scrum master to ensure effective and efficient use of global digital platforms including latest best practices, updates or releases including current functionalities & channels. Collaboration and Stakeholder Management:
Work closely with cross-functional teams, including the Medical Digital CX Lead, Medical Affairs Managers, Scrum Teams, and LOC stakeholders, to ensure seamless execution of digital engagements. Manage relationships with digital vendors and media agencies to ensure compliance and timely delivery of campaigns. Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks. Customer-Centric Approach:
Develop and implement cus