CAREERS & JOBS (LOYALTY & CX)

Publicis is hiring: IAT Customer Experience Strategy Lead, Emerging Markets

Publicis Groupe UK is a marketing and digital transformation business made up of 5,000 talented and versatile people with expertise in media, creative, influence, technology and data, working across 21 agencies.

Publicis Groupe UK creative agencies include Saatchi & Saatchi, BBH, Digitas, Leo Burnett and Publicis•Poke. Also, within the stable are PR agencies MSL and Kekst CNC and sustainability consultancy, Salterbaxter. Publicis Media is home to Zenith, Starcom and Spark Foundry as well as specialist practices PMX, Performics, Publicis Sport & Entertainment and Publicis Content, providing expertise across media strategy, investment, data and technology.

Langland, Saatchi & Saatchi Wellness and Digitas Health serve clients across health and wellness, science and medicine. They combine expertise across advertising and branding, clinical trial experience, data and analytics, technology, medical strategy and education and public relations and policy.

Employees share a common purpose, consistent ways of working and a financial structure that encourages collaboration.

In 2015 Publicis Groupe introduced the Power of One. Simplifying the traditional agency structure, the model removes silos between agencies and disciplines to put clients’ needs at the heart of the structure.

Job Description

As part of Pfizer’s Marketing Transformation initiative, Publicis has created a bespoke global operation within the Publicis Groupe network with the single-minded mission to accelerate Pfizer’s goal of revolutionizing how Pharma connects and engages with Healthcare Professionals, patients, caregivers, payers and consumers – with an ambition of being viewed as a global marketing leader, not just in pharma.

Publicis Groupe is creating Integrated Agency Teams (IATs) – across brands and geographies – by drawing from the best talent across the Groupe to deliver cutting-edge expertise and diverse skills, acting as one integrated, end-to-end operational model to serve advertising, marketing production, digital experience, media/omnichannel engagement, data Intelligence, analytics, web, and social commerce – all supported by the scientific rigor pharma needs to deliver personalization at scale In a compliant manner.

Pfizer Is pioneering the marketing model of the future, and Publicis Groupe recognizes that our success Is Intertwined with the success of Pfizer’s transformation and the growth of their brands.

Opportunity

The IAT Customer Experience Strategy Lead for the Emerging Markets region is a strategic contributor, who marries customer experience planning with storytelling. This individual is an insatiably curious knowledge gatherer who will lead and drive the strategy, development, execution, and stewardship of how best to engage customers across their respective journeys. This individual will create empathy and facilitate insights-led decision-making across client relationships and internal teams.

Key Responsibilities

• Be an advocate and driver of a customer’s overall experience, identifying gaps and opportunities across channels.
• Provide analysis and artifacts to help devise world-class insights that contribute to thoughtful and potentially disruptive strategies; constantly separating signals from noise in a large quantity of information and rapidly distill it for key stakeholders and creators.
• Provide strategic inputs throughout the creation of the ideal customer experience – from vision and conception to launch and optimization.
• Serve as a subject matter expert in all things experience strategy, leading both Clients and peers alike to think about opportunities that solve business challenges, while meeting brand and customer needs.
• Synthesize qualitative and quantitative data from all available sources to provide strategic implications and creative inspiration.
• Translate strategic insights to inform the creative and media briefing process to inspire ideation and drive action.
• Assume ultimate responsibility for products and concepts, from strategy through implementation and optimization.
• Continuously identify innovative solutions, breakthrough Ideas and approaches, and engaging experiences for Pfizer’s customers.
• Take on a proactive, thought-leadership role, surfacing new ideas, capabilities, and customer needs.

Qualifications

The ideal candidate is a utility player, bringing existing knowledge to strategy development and learning new Ideas, approaches, etc. as quickly as opportunities arise. This person has the ability to work across multi-disciplined teams looking for innovative solutions and engaging experiences. The ideal candidate can synthesize and translate abstract and complex concepts and content into simple, innovative solutions that frame clear opportunities to build strong omnichannel customer experiences. This person does not just develop experiences for single channels, but rather looks at all the customer journey touchpoints and defines the optimal experiences.

Essentials:

• Proven Pharma experience at both the consumer and HCP level
• Proven related strategy and/or planning experience, covering digital, CX, and CRM
• Knowledge of the mechanics for customer experience, customer research, and experience design
• Experience analyzing research and analytics and drawing out customer insights.
• Ability to articulate and educate internal teams and Clients on CX/CRM strategy, trends, and challenges.
• Sharp strategic thinking and effective problem-solving skills
• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations.
• Experience working on multiple workstreams with a familiarity and comfort working within an agile environment.
• Ability to work on multiple levels, excelling at high-level experience strategy work and the tactical details of strategic implementation.
• Vocal and assertive, while working collaboratively with external agency partners.

Additional Information

As part of our dedication to create an inclusive and diverse workforce, Publicis Groupe UK is committed to equal access to opportunity for people without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity or religion.

Publicis Groupe operates a hybrid working pattern with employees being office-based on Mondays and two other days during the working week.

If you have any adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with the recruiter who contacts you.

Source: Publicis