Omnichannel Manager

Date: 21 Mar 2024

Location: SC00 - HEADQUARTERS - BARCELON, ES, ES - Spain

Company: Almirall

About Almirall

We care. Through pharmaceutical innovation and a strong commitment to global healthcare partnerships, we are dedicated to providing the tools, knowledge and science to improve the health of patients worldwide. We research, develop, manufacture and market our own medicines as well as a portfolio of licensed products designed to respond to the needs of different therapeutic areas.  Today, our products are available in over 70 countries, on 5 continents, through 15 affiliates.  Find out how we work every day to help to transform lives through science.

Mission

As a Global Omnichannel Specialist, your role involves shaping and executing Almirall’s omnichannel strategy for online and offline channels related to the medical dermatology portfolio. You’ll collaborate with market companies and external partners to deliver exceptional data-driven omnichannel experiences for healthcare professionals across all channels and platforms. Additionally, you’ll ensure that all your initiatives and content comply with the company’s brand identity, values, mission, and regulatory standards. This exciting opportunity allows you to work in an innovative environment with a noble purpose. 

Core Responsibilities

  • Shape and execute the omnichannel strategy for all global events, such as congresses, symposia, webinars, etc. You will empower countries to adopt best practices and leverage existing tools for omnichannel events, such as virtual booths, live streaming, chatbots, etc. You will also support market companies in using omnichannel tools, such as Spotme, to enhance customer satisfaction and engagement during local events.
  • Collect and analyze data from various sources, such as surveys, feedback, analytics, etc., to measure the performance and impact of campaigns. You will evaluate the insights and identify the strengths, weaknesses, opportunities, and threats. You will use the insights to improve customer experience and satisfaction by optimizing the content, format, channel, and timing campaigns. You will also share the insights and best practices with the market companies and other stakeholders.
  • Establish and track metrics to measure the impact of campaigns and content, analyse results, and provide data-driven recommendations for continuous improvement. You will use tools, such as dashboards, reports, KPIs, etc., to evaluate and communicate the performance and ROI of your initiatives and contents.
  • Monitor and optimize the customer feedback and engagement with the content and adjust the strategy accordingly. You will use tools, such as NPS, sentiment analysis, reviews, etc., to listen and respond to customer feedback and satisfaction. You will also test and optimize the content and experiences to ensure they are effective and user-friendly.
  • Coordinate Almirall’s omnichannel content strategy across multiple channels, ensuring consistency and quality of the content. You will harmonize the production and distribution of engaging and relevant content for each stage of the customer journey. You will also assist market companies in customizing the content to suit their needs and preferences by using content editing tools like Shaman (or Viseven or similar tools).
  • You will deliver training sessions on omnichannel best practices, as well as introduce new technologies and innovative ways of working. Your goal is to empower teams with the knowledge and skills needed to create seamless and exceptional customer experiences across all channels.
  • Conduct research on industry trends, competitor activities, and customer preferences to keep up with the latest trends and best practices in content creation and omnichannel marketing. You will monitor and analyse the market and customer landscape and suggest new ways to engage and delight audiences.

Required Education & Experience

  • University degree in science, digital marketing, or communication. 
  • 2-3 years of experience in designing and executing omnichannel customer experiences, content creation, events organization or related roles in the Pharma industry. 
  • In-depth knowledge of the digital landscape, content marketing, and generative AI technology. 
  • Expertise in digital marketing channels, including SEO, SEM, social media, and email marketing, with a focus on lead generation and conversion. 
  • Knowledge in tools such as Spotme, Shaman, Veeva, marketing automation tools or other equivalent CRM systems. 
  • Excellent written and verbal communication skills in English. German is a plus.
  • Strong project management, analytical, and problem-solving skills.
  • Ability to translate data into actionable insights and recommendations.
  • Expertise in digital marketing channels, including SEO, SEM, social media, and email marketing, with a focus on lead generation and conversion.
  • Knowledge in Veeva, marketing automation tools or other equivalent CRM systems for pharma.

Preferred Skills & Competences

  • Customer-Centric Mindset: Put the needs of healthcare professionals (HCPs) at the forefront. Understand their preferences, behaviours, and pain points to design effective omnichannel experiences. 
  • Data Literacy: Leverage data analytics to gain insights into HCP interactions, preferences, and engagement patterns. Use data-driven decision-making to optimize channel selection and content delivery. 

  • Channel Management: Proficiency in managing various channels—email, web, social media, mobile apps, etc. Understand the strengths and limitations of each channel and how they complement one another. 

  • Technology Savvy: Familiarity with marketing automation platforms, customer relationship management (CRM) systems, and other relevant tools. Ability to integrate technology stacks seamlessly. 

  • Collaboration: Work closely with cross-functional teams—marketing, sales, IT, compliance, etc. Collaborate with external agencies and vendors to execute omnichannel campaigns. 

  • Project Management: Efficiently manage multiple projects, timelines, and stakeholders. Ensure smooth execution of omnichannel initiatives. 

Values

  • Care: we listen & empathize, we value diverse perspectives & backgrounds and we help each other succeed.
  • Courage: we challenge the status quo, we take full ownership and we learn from our success & failures
  • Innovation: we put the patient and customer at the center, we create novel solutions and we empower entrepreneurial mindsets. 
  • Simplicity: we act decisively and avoid over-analysis, we understand why before we act and we are agile & keep things simple.