Plan and develop a digital engagement strategy to drive customer acquisition, continuous usage and retention and leverage effective engagement tactics to move from a push to pull approach.
Lead the execution of effective customer digital solutions including website and tactics including the content creation in collaboration with cross functional team to deliver superior customer experience.
Using the customer journey, develop an effective solution to improve the workflow in hospitals and engage HCPs and co-medicals to build a strong eco system to support people living with diabetes.
Develop robust KPIs to effectively measure and report on content and message effectiveness in driving sales.
Core Job Responsibilities:
List the primary tasks or activities this job performs
Lead the development of the product/division/service website ensuring user-centric UI/UX, URL and site architecture to ensure a consistent brand experience and to maximize the utility of high-performing site assets. Act as the website subject matter expert and create content for a user-friendly marketing learning agenda that is aligned to the needs of customers, the business and brand.
Design, align, champion, and implement a customer lifecycle matrix using the appropriate variables, including propositions across contextual elements (relationship to brand, location, time of day, purchase history, customer service interactions, and research inputs). Provide customer experience measures and customer profiling support that transform the guest experience.
Partner with APAC Marketing team under the guidance of the Japan Marketing Director to align and implement omnichannel engagement strategies that align to the Area/ global direction. Maintain strong cross functional communication (locally and internationally).
Ensure all business activities comply with the relevant Acts, legal demands, safety, and ethical standards.
Establish a productive work environment by creating trust and respect with colleagues.
Minimum Skills Required:
Identify the specific skills needed to perform this job effectively (leadership skills, selling skills, computer literacy)
Experience and technical skills:
Website Development and Management
Website design/develop/manage experience
Membership Portal experience is preferred
Global platform / tool development experience is plus
Relevant CRM experience:
Gained from a reputable consumer or a B2B brand, or
Reputable CRM or integrated agency
Technical and analytical competency and knowledge including:
Data-driven marketing exposure including use or knowledge of marketing technologies
Knowledge of Veeva including closed loop marketing solutions
Marketing automation tool capability
Experience in Medical Devices industry s preferred.
Working across markets would be an added advantage
Fluent written and spoken Japanese and English required
Strong influencing, partnering and negotiating skills
Behaviours for Employees (Individual Contributors)
Set Vision & Strategy
Learns new or changing job processes, tasks and/or trends, and applies them to the work as appropriate.
Uses an understanding of the larger business context to more effectively complete work.
Creates role-appropriate plans, action steps, and timetables to support the strategy, goals, and assignments.
Prioritizes own work to focus on customer and department needs, outcomes and objectives.
Proactively identifies work issues/obstacles, communicates them to leaders/peers and creates appropriate contingency plans.
Effectively responds to internal or external change.
Treats change as an opportunity to learn and develop.
Uses experience, data, and/or internal/external customer input to create better work solutions.
Gains support for ideas, proposals and/or projects by influencing leaders and peers.
Identifies and implements process/product improvements that benefit the company and customers.
Tactfully challenges assumptions and traditional ways of doing things.
Thoroughly analyses problems to identify causes and not just symptoms.
Implements new, innovative solutions or processes.
Seeks and combines diverse opinions and views to create better ideas and solutions.
Continuously develops talents, skills, and abilities.
Encourages, supports, and actively contributes to the team.
Asks for feedback on strengths and weaknesses and uses the input to improve performance.
Willingly shares expertise and experience with others; is considered a subject matter expert.
Offers culturally appropriate, frequent, and constructive feedback to peers and leaders.
Improves efficiencies and/or reduces costs.
Delivers on expectations and meets commitments; holds self-accountable for results.
Acknowledges and learns from mistakes.
Takes thoughtful action, appropriately balancing speed, and risk.
Persists and applies extra effort to overcome work barriers, issues, and obstacles.
Meets quality and/or compliance standards.
Works with a sense of urgency to deliver results within deadlines.
Knowledge / Education Required:
Identify the knowledge, expertise, educational level required to perform this job successfully (product/industry knowledge, technical/business acumen, degree, professional certification etc)
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.