Manager - Integrated Customer Engagement Job

Date: Jan 8, 2019

Location: Mumbai, MH, IN

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Requisition ID: MAR007301

An expert in customer engagement, the Integrated Customer Engagement Manager will lead the development and execution of customer engagement strategies, built with a deep understanding of our customers and their behaviors, and designed to ensure we effectively engage them with the right content, through the right channel, at the right time, in order to deliver the best possible customer experience.  


These strategies will be built on a deep understanding of the brand, the overarching brand strategy, deep customer insights, and an extensive knowledge of the digital environment.  In order to achieve this, the ICE Manager will be responsible for executing on customer journey mapping, digital research and insights, development of personas/profiles, and engagement design that will include a roadmap of planned tactics, relationships between tactics, triggers, channels and well-defined measurement criteria.


Additionally, the customer engagement manager will work closely with Marketing teams to build out a strong content strategy in support of the engagement strategy, to leverage all channels effectively.  The content strategy is crucial in ensuring we are not simply utilizing multiple channels, but reaching and engaging our customers via said channels with the optimal content pieces.


Finally, the ICE Manager will foster a collaborative environment, ensuring close collaboration between the ICE team, marketing teams, other critical functional areas and the Regional ICE team 


The position will report to the Head Integrated Customer Engagement


Key responsibilities:

  • Gain in-depth knowledge of brand and therapeutic area
  • Providing expertise and strategic input into brand strategies
  • Lead the development & execution of customer engagement strategies, content strategies, customer engagement designs, and supporting tactics
  • Ensuring effective marketing for brands and organization is incorporated in the strategies, through newsletters, SEO, social media marketing, and other forms of content which serve to engage customers throughout the engagement roadmap
  • Working with agencies, internal and regional teams to produce clear, creative and engaging content
  • Liaising with internal stakeholders, incl. Marketing, External Affairs, Medical, Regulatory and Legal
  • Will help establish a strong focus on measurement, with defined goals, KPIs and metrics
  • Assessing performance, identifying problematic areas and implementing corrective measures
  • Responsible for execution of spend related to ICE brand-related promo budgets
  • Help manage new capabilities and solutions launched by ICE team 

Skills/Knowledge Required

  • Excellent ability for both creative, innovative, conceptual and strategic thinking
  • Up-to-date with the latest trends and best practices in digital marketing and measurement key emerging platforms and technologies.
  • Thorough understanding of relationship marketing and customer activation including knowledge of customer segments, needs, channel usage and preferences.
  • Develops new insights into innovative solutions that result in stronger customer engagement
  • Relentlessly searches for, shares and adopts ideas and best practices in and outside the company and embraces change introduced by others.
  • Strong analytical skills and data-driven thinking
  • Excellent presentation, facilitation and written communication skills
  • Ability to work with minimal direction; Comfortable with uncertainty, change and challenging the status quo
  • Strong ability to influence at all levels with clarity and confidence
  • Ability to effectively work cross functionally and collaborate, with the ability to work in a group and as an individual

Degree in Business, Marketing or other related discipline.

Certification in the field of Digital Marketing or

3+ years of marketing/digital marketing experience in  advertising or any industry

Demonstrable experience leading and managing integrated digital campaigns

Experience in customer journey mapping, persona development preferable

Job: Marketing Communications/Channels
Other Locations:
Employee Status: Regular
Number of Openings: 1
Shift (if applicable):
Hazardous Materials:
Company Trade Name: MSD

Job Segment: Medical, Law, Marketing Manager, Marketing Communications, Communications, Healthcare, Legal, Marketing

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