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Omnichannel Customer Engagement Leader

3 months ago

Durham, North Carolina, United States bioMérieux Full time

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

Our Clinical Global Marketing Communication department is looking for an Omnichannel Customer Engagement Leader to support our clinical business strategy by driving customer acquisition, retention and loyalty for our Clinical business solutions.

In this highly digital marketing-focused role, you will work closely with global and local marketing communication leaders in charge of campaigns and with market managers to define an omnichannel strategy to drive prospect and customer engagement with our clinical solutions.

You will identify and activate the right channels and content by segment to engage, retain and add value to our customers.

Your in-depth knowledge of SalesForce and Marketo environments is essential, enabling you to guide teams in the effective and targeted management of marketing campaigns.

In charge of analyzing the performance of marketing campaigns, you will provide reports, dashboards and data impact on ROI to the company's key players, enabling them to adjust targets at the time of deployment.

You will work closely with product owners of bioMérieux's digital applications and platforms (Marketing Automation, Sales Enablement, CRM, and eCommerce) to promote alignment with marketing objectives and strategy.

You will join a team of marketing communications, digital and event specialists, who contribute every day to the deployment of marketing messages and campaigns for bioMérieux's clinical applications, based in France and the United States.

What will be your mission?

Three areas of mission:

Omnichannel customer engagement strategic focus

  • Develop a clinical marketing-led customer engagement strategy and prepare and execute an operational plan.
  • Support Marketing Communications and Market Managers in content optimization and message positioning to enhance customer engagement.
  • Prepare well-defined specifications for the effective use of channels within the omni-channel approach to achieve customer engagement objectives, in line with marketing plans and customer segmentation.
  • Ensure that the lead management process is effective, adopted and deployed within the marketing function

Analyzing and measuring results

  • Pull and analyze campaigns data to understand target audiences preferences and needs.
  • Share proficiently data on monthly and quarterly basis to highlight insights and make actionable decisions with marketing and commercial teams.

Business interactions & trainings

  • Work closely with internal teams to define an optimal customer experience at all points of interaction, especially online.
  • Contribute to the creation and deployment of training courses for onboarding the Marketing function on the subjects of marketing campaign performance and omnichannel customer engagement.
  • Business interactions include (but are not limited to) the following functions:
  • Franchise Market Managers (global, regional, local),
  • Marketing Communications & Marketing campaigns leaders,
  • Digital Marketing teams,
  • Corporate communications
  • Commercial Operations Excellence
  • Product owners of digital applications & platforms for business
  • Commercial team representatives,
  • Customer service representatives,
  • Medical Affairs communication team.

Who are you?

  • Minimum 4 years of higher education
  • 4 to 5 years' experience in a similar position in an international context
  • Proven experience in customer engagement management, particularly in omni-channel & digital environments
  • Very comfortable with marketing fundamentals, particularly in the execution of operational plans and tactics
  • Customer centric & result-oriented, sharing data via reports and dashboards
  • Strong team spirit and collaborative work among peers and with members of other department/functions
  • Demonstrated written and verbal communication skills
  • Ability to manage and motivate cross-functional teams to achieve business objectives
  • Familiar with customer touch points and customer relations
  • Trained and proficient in Marketo and SalesForce solutions
  • Proficiency in online customer data analysis and lead management processes
  • Excellent problem-solving and decision-making skills
  • A fluent level of English is required in order to successfully carry out the missions of this position
  • You have a basic knowledge of French / operational level
  • You are an autonomous, rigorous and organized person, you know how to anticipate and manage priorities
  • Good sense of adaptation, resilience
  • You have the ability to make proposals and to evolve in an international and matrix context

Occasional travels

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.