Advisor, CRM Strategy & Program

Job description

  Job facts

Major accountabilities

Strategy. Develop Acquisition and Retention strategy. Establish metrics and measure against KPIs for strategy, campaigns, and promotions. Routinely assess performance against goals and plans through formal reviews with Brand team and Leadership. Foster relationships with and effectively leverage the leaders across multiple business users groups and regions to drive key objectives. Develop annual Operating Plan recommendation for assigned area of expertise.

CRM and integration . Accountable for integrating and implementing CRM needs and business requirements as it relates to the Accu-Chek database. Act as the SME for database-related internal and external audit processes and lead effort for post-audit corrective action plan development and implementation.

Analysis. Using available performance data and other historical data sources, perform quantitative and qualitative analysis, highlight trends and make recommendations / provide business insights based on the interpretation of the results, including key considerations for patient journey and customer segmentation.

Business relationship. Manage the business relationship with the database supplier, third-parties and internal partner to ensure quality of sourcing services, end-to-end data integrity and proper manipulation / utilization of personal data in accordance with the Canadian laws. Lead cross-teams and vendor initiatives to optimize current database and design / implement new working (relational, hierarchical, predictive) models in order to maximize impact and ROI, and maximize churn reduction.

Employment Pre-requisites

·  Bachelor's degree in Marketing, Statistics, Mathematics, or related field. Masters or MBA is an asset
·  A minimum of 7-10 years of Relationship Marketing and Campaign Management experience that includes direct marketing and multi-channel integrated communications
·  A minimum of 3 years in OTC, pharmaceutical or related industry organizations
·  Strong customer focus (both internal & external), understands the business and is able to connect business challenges and CRM principles and overall strategy/tactics
·  Sound working knowledge of marketing technology stack for customer experience / CRM / digital media, including applied experience with Salesforce Sales and Marketing Automation (Exact Target) cloud-based platforms
·  Applied experience in a data-driven marketing and business intelligence environments with proven success in utilizing innovative problem-solving, analytical, and critical thinking capabilities to provide strategic recommendations with regards to customer lifecycle management and relationship management issues and findings
·  Demonstrated ability to execute multiple and competing initiatives/projects, prioritizing workload and recommending appropriate time, budget (including resource planning) and quality trade-offs
·  A team player, collaborative leader and influencer, with a demonstrated record of establishing strong partnerships with teams across the organization to achieve alignment on business results
·  Strong track record and experience in strategic sourcing (contract management, awarding, execution and monitoring/controlling) and managing vendors, agencies and contractors,
·  Sound knowledge of current policies, guidelines, and other legal issues that affect contracts product lifecycle and customer data in the managed environment
·  High-level of proficiency with MS Office 365 Suite
·  Bilingual (EN/FR) with strong communication skills (verbal and written)
·  Mobility: Business travel is occasionally required for internal and external business meetings (10%)

·  Who we are

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.