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Bionical
,
Derby, Derbyshire
Multichannel Engagement Lead
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Job Type: Full-time |
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Overview
Bionical Solutions are seeking a Multichannel Engagement Lead to join the team at our head office based in Mercia Marina in Willington. The role will require you to support clients to design, build and execute customer engagement channel solutions to deliver a better client outcome and an overall better customer experience. Key Responsibilities: To lead client multichannel customer engagement solutions (clients may refer to these solutions as projects) and line manage F2F, remote channel representatives, hybrid roles & relevant managers and other channels (where relevant) to deliver and exceed the client contractual KPIs and achieve the overall desired client outcomes with a focus on improving customer experience. Support new account and 'organic' Business Development activities working closely with the multichannel engagement team and other members of the broader Bionical Business Development team. To work closely with cross functional customer engagement team to develop /design and lead on the best multichannel customer engagement solutions for client's RFPs /initiatives. To develop & progress relationships with clients, attend regular TC, face to face review meetings and lead quarterly client/Bionical team reviews of overall project outputs and fully understand client challenges /goals so that you and Bionical can evolve, plan and optimise client multichannel engagement solutions. To effectively manage human resource issues and ensure effective performance management measures are fully implemented across teams. Review and evolve Key Performance Indicators to ensure alignment to client/brand strategy and goals To input into the overall multichannel customer engagement proposition To identify and lead on a variety of system and process innovation projects e.g. Platforms, Telephony, other technology needs to support To work collaboratively with internal departments to ensure efficient and optimised operational running of all internal processes including POs, contracts, MSAs, monthly reconciliation of project finances. To contribute to the overall multichannel engagement budget process including future forecasts for own & new client solutions. To ensure all Multichannel Customer Engagement Solutions comply with Bionical, client standards and relevant codes (e.g. ABPI). Achieve all project revenue and margins targets Competency/skill requirement and personal attributes for role: Strong knowledge of multichannel customer engagement models and /or digital solutions Ideally good knowledge of CRM platforms e.g. Veeva, Salesforce, CLM / DigitalContent Solutions that sit within these different content platforms Good knowledge of outsourcing client solutions and the processes involved in working with Proactive in investing in supporting your team to continue to develop and enhance their knowledge and understanding of clients and customers within an Multichannel customer engagement environment. Demonstrate progressive thinking & integrated delivery of solutions based on insights. Understanding of how multichannel engagement solutions interact and enhance the customer/patient Good financial/budgeting capabilities. The candidate will have first line management responsibilities in a healthcare/pharmaceutical industry or similar A passion for driving the best possible client outcomes alongside strong execution KPI inputs The successful candidate will need to have a higher than average understanding of the structure of the NHS and Pharmaceutical sector, and understand the variety of avenues that can be utilized in order to achieve positive outcomes Demonstrate Bionical values - greater focus on 'inquisitive' behaviour to understand our clients needs and positive 'disruption' to make the best decisions and recommendations. Everyone at Bionical shares an energy and passion to deliver services that ultimately lead to better lives for patients. We deliver better access to medicines, improve patient adherence/persistence with prescribed treatments and provide healthcare professionals with unique tools to enhance patient communication. Our expertise in behavioural science gives our clients insight into designing services optimally for real world challenges.