Multi Channel Communication Project Coordinator
Brussels, BEL
3 dagen geleden

Multi Channel Communication Project Coordinator

Become part of our Multi-Channel Communication team

  • At Pfizer PEH we believe that every day presents a chance to learn and to grow
  • You will be challenged in a focused, creative and dynamic environment with room for personal inpu
  • Pfizer believes in a positive and accountable way of working, which is clearly reflected in our open, entrepreneurial and hands-on culture
  • Here we learn from each other and value trust more than working in a silo
  • Our aim is to deliver our customers, healthcare professionals and others, a positive customer experience in which they see their needs answered and the added value of our holistic offering
  • We create engagement for our customers as well as for our employees
  • It is not a job, it is an experience you will love to wake up to every day
  • Your challenge

  • You will contribute to the scale up and evolution of the Muti Channel Communication (MCC) customer centric model for Pfizer PEH Belgium across all customer groups (Prescribers, Pharmacists and Hospitals)
  • This role will mainly focus on maximizing the user adoption of our portal for healthcare professionals as well as other digital tools used to interact with customers
  • You will be contributing to the development of and will implement a MCC customer engagement / retention strategy and translate this in a coherent branded and unbranded content management to maximize the user adoption of our portal
  • In this role you will be accountable for managing online content / services of all MCM channels used within our business unit, mainly the Health Care Portal of Pfizer for Belgium, and for assuring a rich online customer experience while meeting relevant global and regional digital marketing standards, including compliance, legal and business requirements, on time and to budget
  • Your tasks

    MCM Operational Management

  • Implement the Marketing Automation and Content personalization Initiatives for the Belgian market
  • Execute the operational management after implementation of the scale up projects
  • Act as SPOC within our business unit and liaise with the internal support functions for the operational management of the MCC channels
  • Customer Engagement and Retention

  • Develop and implement the robust e-permission collection / retention strategies and plan for the Belgian market for 2018-2019
  • Monitor the e-permissions / active use on our website for professionals closely and redirect based on the customer insights gathered from content point of view as from the overall customer experience to guarantee a strong evolution in Customer Engagement / active usage of our portal
  • Translate the customer engagement strategy into a content management plan for the HCP portal in line with the regional strategy and resources
  • Ensure the creation, publishing and monitoring of unbranded content to attract customers to our Health Care Portal and deliver a unique customer experience
  • Proactively propose changes, based on the content performance and customer satisfaction, to the HCP and email platform to improve the customer experience of the customers
  • Content Management

  • Develop and implement a content plan and timelines for all digital content publishing across the various MCM channels (PfizerPro website, PfizerPro email, iPad, RTE, )
  • Lead PEH editorial board and manage master editorial calendar
  • Stay on top of content monitoring / analysis and understanding business needs fully to be able to influence major editorial choices
  • Working closely with the unbranded content lead to gather and edit unbranded relevant content in order to provide all key stakeholders of the PEH business along with recommendations for key decision making processes
  • Collaborate closely with the regional teams , customer leads and customer marketing responsible to understand the needs of the various customer groups
  • Partner with colleagues from other business units to ensure the portal content and other digital activities are well coordinated for a seamless One Pfizer’ customer experience
  • Ensure web content (branded and unbranded) and services are accurate, updated, maintained, and relevant to Pfizer Belgium priorities in collaboration with the Editorial Board
  • Update the Health Care Portal as necessary from a content, customer friendliness point of view
  • Maintain an inventory of branded and unbranded advertisements and manage the ads
  • Troubleshoot the site e.g. regarding content, links, order flows, registration flows and transaction logs
  • Coordinate the content creation with various teams for brands (Marketing, Medical, etc) and with regional and local agencies for unbranded content
  • Liaise with website editor (role of internal support function) in order to guarantee a correct implementation of the branded content.
  • Teamwork and management skills

  • Work closely with Marketing, Medical, Business Technology, Legal and Compliance teams
  • Collaborate with regional and global Customer Innovation / MCC teams and contribute to collective learning across Europe
  • Management of supporting agencies to achieve Business Unit’s goals and projects
  • Proactively monitor market trends in terms of Customer Engagement and content needs - that impact customers and assess implications to the business, develop appropriate plans to address issues.
  • Communicate trends and best practice to the wider Business Units.

  • Ensure approval of all activities / materials in full compliance with Pfizer policies & requirements and local regulations as well as Customer Engagement Program and adverse events reporting Requirements
  • Who are you?

  • You have a bachelor or master
  • You have 3 to 5 years experience in the pharmaceutical industry and / or digital marketing role
  • You have a proven track record of cross functional team work
  • You have a proven ability to initiate, develop and optimize relationships with external vendors
  • You are experienced in project / content management
  • You have strong partner relationship and collaboration skills - ability to generate credibility with and respect from colleagues and external parties at all levels in the organization
  • You are naturally committed to excellence both in the results achieved and in how they are achieved and possess a strong passion for MCC and Customer Experience and its sustained evolution
  • You are a good communicator in Dutch, French and English
  • You are comfortable with ambiguity
  • You are a good facilitator and are well driven in conveying best practice and learning
  • You have a strong customer focus,
  • You think customer first by identifying his needs and channel opportunities
  • You have strong computer literacy skills : Drupal, Wordpress, Office
  • Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

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