Site Name: UK – London – New Oxford Street
Posted Date: Jan 9 2025

Customer Experience Brand Manager, Oncology

At GSK we unite science, technology and talent to get ahead of disease together.

We are looking for a dynamic Customer Experience Brand Manager to bring value to our Oncology marketing activities. This role is a driving force for the organisation and will be accountable for designing end to end customer experiences through an integration of all data sources and insights.

This is an important role within GSK’s critical Oncology franchise, working specifically within Endometrial Cancer in the UK Pharma company where there are significant performance ambitions requiring us to be accountable for impact, ambitious for patients and always do the right thing.

In this role you will:

Leverage the global brand strategy and local marketing strategies and content to ensure that (patient and) customers’ needs are met, which creates value for all of us. You are responsible for driving and creating end-to-end, relevant, customer-centric user journeys via a thorough understanding of what matters most to customers. You are a driving force for the organisation, creating an aspirational future state as well as designing customer experiences end-to-end through an integration of all sources of insights.

Responsibilities:

Take responsibility alongside the full marketing team to help develop and implement strong marketing plans with excellent execution, aligned to customer needs and preferences
Customer experience journeys: successful development and management of the end-to-end implementation of user journeys, analysing data to predict behaviours, needs and preferences of target customers to optimise the customer experience
Integrate both internal & external insights: you will collect customer data and information from many different channels (sales team feedback, social media, market research, market trends, NPS scores etc) to augment and enhance the customer experience, and take this into account enabling you to develop improved journey designs anchored in these learnings. This insight will enable independent evaluation of cross-channel experience and overview of whole journey

Continuously learn and use knowledge of implementation processes to facilitate the delegation and co-ordination of related tasks. This role will require you to apply best practices to our business.
Do the right thing and ensure all customer experience user journeys and associated activities follows the requirements set out within our internal and external operating frame works including the GSK Code & ABPI code. Ensure that you understand the processes related to implementation (approvals etc.) and that you are capable of identifying required people within the organization to make sure that required tasks are being done

We are specifically looking for individuals who are customer focused, data-driven marketeers and have the following strengths:

Customer-centric: experience in proactively advocating for the end user in everything you do, and being their voice within the cross functional team.
Leverage insights and data to continuously improve the customer experience and bring experience in translating strong analytics into business activities and tactics
Tech savvy: Experience in leveraging the latest digital tools and championing these for the team

Why you?

Preferred Qualifications & Skills:

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

Strong communication & stakeholder management skills
Able to produce high quality creative solutions in a fast-paced environment
Creative problem solving and analytical thinking and sees value in taking an iterative design approach
Has a strong sense of ownership and proactively advocates for the end user
Collaborative, curious, empathetic, open-minded, innovative
Brings a high-energy and passionate outlook to the job and can influence those around them
Able to build a sense of trust and rapport that creates a comfortable & effective workplace
Oncology knowledge and experience preferable
Pharma industry experience and knowledge preferable

Closing Date for Applications: 24th January 2025

Please take a copy of the Job Description, as this will not be available post closure of the advert.

When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on Ukdiversity.recruitment@gsk.com or 0808 234 4391. The helpline is available from 8.30am to 12.00 noon Monday to Friday, during bank holidays these times and days may vary.

Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a UK Recruitment FAQ guide. Click the link and scroll to the Careers Section where you will find answers to multiple questions we receive

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

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