Omnichannel Customer Engagement Leader

3 weeks ago

Durham, North Carolina, United States bioMerieux SA Career Site - MULTI-LINGUAL Full time

bioMérieux S.A.

Omnichannel Customer Engagement Leader - All genders

bioMérieux S.A.

Omnichannel Customer Engagement Leader - All genders

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, biomerieux.com, 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 a 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 touchpoints 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 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

Working at bioMérieux means being involved long term with a pioneering, visionary, and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment

Our internal mobility policy offers numerous opportunities for each of our 13 000 employees to blossom throughout their career while respecting each employee's individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world: our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.

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