Manager, WW Meetings HCP Customer Experience

Bristol Myers Squibb ,
Uxbridge, Greater London
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Job Description

Bristol-Myers Squibb is a global Biopharma company committed to a single mission: to discover, develop, and deliver innovative medicines focused on helping millions of patients around the world in disease areas such as oncology, cardiovascular, immunoscience and fibrosis. Join us and make a difference. We hire the best people and provide them with a work environment that places a premium on diversity, integrity, collaboration and personal development. Through a culture of inclusion, we create a better, more productive work environment. We believe that the diverse experiences and perspectives of all our employees help to drive innovation and transformative business results. MAJOR DUTIES AND RESPONSIBILITIES * Partner with a diverse matrix team including Events Management, Congress Management, Marketing and Medical, to develop a deeper understanding of the HCP journey at BMS Meetings and Events and strategically drive keys areas to differentially improve the HCP experience * Act as Project Lead, advocate and champion for key projects related to the HCP Experience, including: * Enhancing the Congress booth experience based on strategic needs of the TA/brand * Co-lead efforts for symposia improvement, leveraging insights and assessment of current developments to drive greater levels of engagement * Serve as Business Owner of HCP Digital Platform, partnering with IT, Meetings & Events, Medical and Commercial on content, design and continuous improvement * Manage HCP Digital Platform business requirements, authoring, analytics and MLR reviews * Collaborate with HCP Speaker Program leads to share learnings, execute consistent experiences and develop a culture of continuous learning * Manage agency partners on research efforts to deepen the organization understanding of HCP experience at BMS meetings * Collaborate with Meeting Technology Lead and Multi-channel team to develop virtual meeting and congress solutions for WW HCP customers * Manage global meeting surveys using the most user-friendly, web-based tools to analytics and actionable insights from HCPs * Drive Congress team to a more holistic and unified approach with local markets to help focus and prioritize questions on external customer needs * Help facilitate change to focus more on customers instead of internal clients * Business Owner of Mobile Event Application Program * Partner with Meetings Technology Lead on long-term evolution of meetings app and approach for integration * Manage the supplier relationship and ensure our contract and governance is being met, including regular meetings to monitor performance, analyze reporting, and determine savings opportunities * Drive adoption and serve as the key internal resource for BMS stakeholders for building mobile event apps for their specific meeting needs, serving as point of escalation for issues * Act as Administrator of Content Management System and provide training to our stakeholders and meeting planners * Partner with the Communications Manager on Congress & Meetings Management SharePoint Online sites and provide content/training resources as needed to drive greater learning across the organization KNOWLEDGE, SKILLS, and COMPETENCIES: * Business or Technical undergraduate degree, Master degree desirable * 5-7 Years professional experience in the Pharmaceutical or Consulting practices * Expertise or prior direct experience in Congress or Meetings Management a plus * Experience leading or supporting global initiatives from concept through close-out * Experience supporting large-scale enterprise initiatives * Experience partnering with remote teams * Strong knowledge analyzing business processes and training others * Strong quantitative and analytical skills * Demonstrates ability to deal with unstructured, relatively difficult assignments that will require effective communication and organization skills * Establishes strong working relationships with Leadership, key stakeholders and team with a focus on Change Agility, Enterprise and Growth Mindsets * Strong interpersonal and influencing skills are necessary * Ability to assess and promptly resolve problems * Ability to distill actionable insights in order to focus and prioritize initiatives based on greatest impact DEVELOPMENTAL VALUE: Develop Continuous Improvement skills and experiences: * Learn and develop the knowledge of Pharmaceutical Congresses, Events and Meetings Management * Advocate and develop business process improvements and enhancements * Develop the ability to understand and assimilate a broader range of solutions that can enable business needs * Learn how to analyze primary market research to derive key insights and enhance organizational learning Develop Professional Relationship Management skills and experiences: * Viewed as a trusted advisor and develops diverse business relationships and teams * Develop the ability to effectively communicate, impact, and influence various levels of management/staff within BMS * Demonstrates stro

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