Omnichannel Activation Lead

3 weeks ago

Johannesburg, South Africa Haleon Full time

Hello. We’re Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we’re improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum - through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question.

About the role
- As the Omnichannel Activation Lead, you will be responsible for designing & planning the expert user journeys in line with strategic expert marketing objectives. You will act as the primary point of contact for the expert marketing, SFE and field force teams to ensure campaign user journeys are well planned and orchestrated across an optimum mix of channels/touchpoints. You will track the HCP engagement and generate relevant action plans to continuously improve / refine expert engagement through various touchpoints for maximum impact.

In this role you will

Channel Planning & Cross-Channel Integration:

- Collaborates with Expert Marketing Manager and transforms expert brand/category strategies into a 360-degree channel activation planning and creates guidance per audience for the right channel mix, frequency, and sequencing leveraging HCP personas.
- Ensures EMM led Expert Media activations are penetrated into customer journeys and also enhances HHP engagement.
- Ensures that any digital and F2F interaction is consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement.
- Creates and leads digital amplification of offline activities (e.g., F2F events) to massify reach, participation, and engagement.
- Ensures all functions & stakeholders are kept informed of certain channel/campaign objectives.

HHP Ownership:

- Leads the construction, technical maintenance, and uninterrupted activation of HHP portal within the LOC.
- Promptly implies HHP content updates and ensures local campaigns are activated in the portal.
- Conducts in dept analysis of HHP metrics (HHP dashboard, Google Analytics), to drive insights and develop improvement plans to increase HHP Engagement scores.
- Leads effective & efficient implementation of HHP sampling capability to increase sampling via HHP prioritizing NCOs and DCC COs.

Customer Experience Enhancement:

- Leverages all data points to build multidimensional expert segments based on HCP channel and content preferences, leads A/B testing and develops tailormade campaigns to maximize engagement.
- Continuously monitors and analyses customer feedback and data to identify areas for improvement and implements changes to enhance the overall customer experience.
- Advice on content design to ensure a holistic expert experience journey throughout different touchpoints including F2F interaction.

Customer Data Analytics and Insights:

- Works closely with the expert analytics team to track performance of channels marketing teams on how to continually optimize expert journeys.
- Analyses customer feedback / insights to act as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses customer experience challenges and opportunities.
- Defines and tracks key performance indicators (KPIs) related to Omnichannel success.
- Provides regular reports and insights to brand teams & senior management.

Technology and Tools Management:

- Evaluates and selects appropriate tech and tools for Omnichannel ops.
- Oversees the implementation and maintenance of relevant software and systems.
- Gives guidance on budget requirements for critical investments to improve digital acceleration of the LOC.

Compliance and Security:

- Maintain compliance with relevant regulations and industry standards.
- Implement security measures to protect customer data and transactions.
- Qualifications and skills_
- Bachelor's degree in business, marketing, or a related field (master’s preferred).
- +3 yrs of relevant experience and proven success in creating customer experience, digital marketing or omnichannel engagement.
- Strong analytical skills and proficiency in data-driven decision-making.
- Excellent leadership and team management abilities.
- In-depth knowledge of omnichannel technologies and tools.
- Exceptional communication and interpersonal skills.
- Ability to adapt to a fast-paced, ever-changing environment.
- Strong understating of Web Analytics tools like Google Analytics and familiarity with CRMs like Veeva, SalesForce.

Please save a copy of the job description, as this may be helpful to refer to once the advert closes.

The job closing date is on 15 February 2024

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, gen

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