Istanbul, Istanbul, Türkiye
•Customer Engagement Strategy: Develop and implement a comprehensive customer engagement strategy that prioritizes direct,meaningful interactions,leveraging insights to drive engagement and satisfaction •Design customer journeys: Ensure the personalization of customer interactions & content across channels •Analyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement •Content Strategy: Develop the adapted content,on a glocal manner,in respect of the regulatory frame & in coordination with the dedicated partner functions •Collaboration: Work closely with Brand Leads to ensure that engagement strategies complement and amplify brand strategies, align with the overall objectives •Omni-Channel Engagement: Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are. -Map out the entire customer journey, identifying touchpoints across various channels. -Analyze how customers interact with the brand at each touchpoint and work to optimize these interactions for a seamless and positive experience. •Customer Insight&Analysis: Collect customer feedback and insights to identify areas for improvement -Enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations •Cross-Functional Leadership: Lead the customer engagement with a strong “Customer First” ethos, empowering team members to innovate and excel in their engagement initiatives -Work in close cooperation with the salesforce optimizing processes and systems to ensure a seamless and positive customer journey -Ensure that employees understand and deliver a positive customer experience is a key aspect of CX roles. This involves training employees to meet customer expectations and handle various customer interactions effectively
• Manages content localization and production process by acting as coordinator with local medical, marketing, MCE, regulatory teams and global point of contacts • Act as Cluster (Turkey, Iran & Levant) focal point for Global Content Localization Hub: support local adaptation and raise specific needs to global team • Define and maintain cross-brands content editorial plans and channel content grid • Coordinates the execution of editorial plan in line with content calendar • Develop and iterate content design templates • Create necessary non-branded contents if not TA related • Tracks KPIs of the campaigns, generate and share insights accordingly • Manages relationships with content-intensive 3rd party vendors, support vendors selection, performance • Closely monitor content marketing trends of the pharma / outside market and generate insights, new ideas
• Is accountable for the end to end contract management process (elaboration, approval, signature…) of contract in a wide variety of contexts: • Analyzes each request to determine the category of agreement (L1, L2 and L3) or checks relevance of category requested by buyer; Checks if request/need can be addressed through existing agreement (MSA) when buyer is not involved; • Identifies or helps requester/buyer identify the appropriate template for L2/simple agreement (at bidding step if needed); • Helps the requester to complete the contract request form (if needed); • Selects, completes & negotiates L2/simple contracts within the limits of the guidelines provided by legal; • Ensures all open points related to the contract are addressed by the appropriate stakeholder; • Initiates and monitors the internal contract approval workflow, i.e. follow-up timely signature of the CAF; • Sends the final/execution copy to internal & external parties for signature; • Is in charge of the storage of the signed contract and safekeeping of signed originals; • Masters the new contracting approach to requalify a request (if needed); • Contributes to handle any amendments, renewal, etc… upon instructions from requester/buyer/contract owner; • Assists requester on any question related to contract management process; • Is a support on complex situations with potential blocking points based on experience (if needed) • Manages Buy side, Sell side, Metarial Data Transfer, Bank Contracts created in Turkey , Manages Buy side, Sell side contract process created in Levant in eContract end to end • Ensures the contracting process is compliant with global & local internal policies; • Identifies optimization areas based on stakeholders’ feedbacks and his/her own experience; • Contributes to the deployment and continuous improvement of contract processes, tools & templates; • Monitors and supervises the contracting reporting activity; • Other tasks as designated by Head of CCoE.