Customer Engagement Lead Flu

Customer Engagement Lead - FLU Location: Martinez - Buenos Aires Type of role: Permanent - Full time About the jobThe Customer Engagement Lead will co-build and implement the brand strategy for key products at cluster level, ensuring their growth and positioning in public and private markets.
The role focuses on ensuring a flawless experience across customer journeys for key customers, including (but not limited to) HCPs, vaccination centers, pharmacy chains, distributors, and the general public at the cluster level.
This role involves direct engagement with customers to understand their needs and drive strategies that enhance satisfaction and loyalty.
Main ResponsibilitiesCustomer Strategic Focus: Lead the development of a customer-centric strategic focus aligned with overall business objectives, identifying opportunities to enhance engagement and satisfaction.Customer Persona Development: Create detailed customer personas based on data and insights to understand motivations, challenges, and behaviors of different segments.Customer Journey Mapping: Map out comprehensive customer journeys for each persona, identifying key touchpoints and opportunities for engagement.Customer Engagement Plan: Design and implement a strategic engagement plan with tailored activities, channels, and messages for each segment.Go-to-Market: Assess available channels, evaluate their effectiveness, and prioritize based on customer preferences.
Develop detailed call plans for each channel to ensure consistent and personalized communication.Glocal Context Elaboration: Develop a local strategy that balances global brand strategies with local market nuances, ensuring alignment and resonance.Main Responsibilities (continued)Customer Engagement Strategy: Develop and execute strategies that prioritize direct, meaningful interactions based on customer insights.Design Customer Journeys: Ensure personalization across channels.Analyze Touchpoints: Use data to understand preferences and tailor experiences.Content Strategy Plan: Develop localized content respecting regulatory frameworks, in coordination with medical and regulatory teams.Collaboration with Brand Leads: Work closely to align engagement and brand strategies.Omni-Channel Engagement: Use multiple platforms for consistent, personalized communication, optimizing customer interactions across channels.Customer Insight and Analysis: Collect feedback, identify areas for improvement, and enhance customer satisfaction and loyalty.Cross-Functional Leadership: Lead engagement initiatives with a 'Customer First' approach, empowering the team and collaborating with sales teams.
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