
Apac Customer Experience Director
2 weeks ago
JJIM aims to cultivate industry-leading capabilities that enhances competitiveness, address HCP needs, and ultimately deliver improved outcomes for patients.
Under this umbrella, the CX& CD CoE positions JJIM to be the preferred partner for HCPs. The vision of this CoE is to deliver industry-leading, data-driven engagement with HCPs that is personalised, orchestrated and seamless across our channels. The APAC Customer Experience Director - Omnichannel leads the areas of Customer Understanding & Omnichannel in partnership with key in-market stakeholders, and in alignment with the broader Asia Pacific Commercial Excellence strategy.
Tasked with the role of improving our commercial capabilities, this position will have a significant opportunity to directly drive enterprise growth and efficiency.
*Please note that the role will require 20% travel due to the regional portfolio.*
**Key Responsibilities**
The APAC Customer Experience Director - Omnichannel in CX&CD CoE, plays a pivotal role in shaping customer experiences through deep customer understanding, harnessing the power of AI via the CAE (Customer Analytics Engine), and an effective omnichannel strategy, with a focus on campaign execution. This is achieved in close partnership with the Content Transformation Team, responsible for content development and operations and the Capability Development Team, strengthening our Marketing & Sales capabilities across our organisation.
1. **Building Customer Understanding capabilities**:
- Embed modern and efficient approaches to drive deep customer understanding. This position is the commercial product owner of the CAE which is JJIMs machine learning driven AI engine, delivering HCP engagement recommendations for our customer facing teams. The CAE needs to be embedded within the business, measured via recommendation adherence and satisfaction of the end-users. In addition, the CAE needs to evolve through product enhancement to maintain JJIMs competitive advantage.
2. **Shaping Omnichannel**:
- responsible for the development and implementation of JJIM’s regional omnichannel process to ensure a clear and consistent framework across the organisation. This includes understanding of holistic customer experience needs, aligning campaign objectives, defining outcomes and tailoring content by various personas and mapping content to touchpoints whilst adhering to regulatory compliance.
3. **Cross functional squad delivery teams**: Building cross-functional teams to deliver on customer understanding & omnichannel goals, spanning from identifying talent from operating companies to different divisions like capability, CX, data, procurement, legal, marketing etc. Ensure collaborative planning sessions, co-ordination with clear feedback loops and clear measurement to ensure initiatives will be embedded.
4. **Plan adoption roadmap**:Set clear adoption roadmap and support for brand and marketing teams in the organization. Lead and deploy adoption support for operating companies.
5. **Leadership Engagement**: Communicate a clear and compelling narrative to gain leadership buy-in, align organizational needs and strategic priorities, quantify impact, build relationships and address concerns productively.
6. **Influence stakeholders beyond APAC**:Learn and co-ordinate with global and cross-regional initiatives in the areas of customer understanding & omnichannel. Influence relevant teams within JJIM for faster acceleration with a focus on APAC.
7.** **Career progression of team members**:The director not only needs to cater to business needs but also ensure that team members (direct & indirect) are properly coached in the areas of customer understanding & omnichannel, develop leadership roles on specific projects, enable mentorship programs and drive inclusion.
**Qualifications**:
**Skills & Competencies**
- **Commercial Outcome Delivery & Industry Application**:Ability and proven track record in driving business results and increasing competitiveness in a Pharm business, preferably at a regional and market level. Deep understanding of Omnichannel capabilities and how to embed these across all levels of the organisation.
- **Influencing & Stakeholder Management**:Ability to influence, drive decisions and outcomes across multiple levels of the organisation. Ability to lead and build high performing cross-functional teams.
- **Strategic thinking and ability to translate strategy into actionable plans**:Ability to distill insights into clear strategies aligned to our Vision, translate these into actionable plans that drive business outcomes.
- **Communication Skills**: Excellent verbal, written, visual and facilitation communication skills.
**Experience or qualifications that are critical to this position.**
- Experience leading and implementing complex enterprise projects.
- Experience leading a team and engaging senior stakeholders.
- Experience in Pharmaceutical marketing environment is required including a proven tra
-
Customer Success Director
4 days ago
Singapore COMCAST INTERNATIONAL SINGAPORE PTE. LTD. Full time**Customer Success Director **(APAC) - Singapore**: FreeWheel, A Comcast Company, empowers all segments of The New TV Ecosystem. We are structured to provide the full breadth of solutions the advertising industry needs to achieve their goals. We power the technology, data enablement, and convergent marketplaces required to ensure buyers and sellers can...
-
Director, APAC
2 days ago
Singapore ICE Full timeDirector, APAC (Ex-China) Capital Markets, NYSE Join to apply for the Director, APAC (Ex-China) Capital Markets, NYSE role at ICE Director, APAC (Ex-China) Capital Markets, NYSE 3 days ago Be among the first 25 applicants Join to apply for the Director, APAC (Ex-China) Capital Markets, NYSE role at ICE Job Purpose The New York Stock Exchange (an...
-
Customer Experience
2 weeks ago
Singapore Adecco Full timeCustomer Experience & Insights Deputy Director Join to apply for the Customer Experience & Insights Deputy Director role at Adecco Customer Experience & Insights Deputy Director Join to apply for the Customer Experience & Insights Deputy Director role at Adecco This range is provided by Adecco. Your actual pay will be based on your skills and experience...
-
Director, APAC
1 week ago
Singapore ICE Full timeDirector, APAC (Ex-China) Capital Markets, NYSEJoin to apply for the Director, APAC (Ex-China) Capital Markets, NYSE role at ICEDirector, APAC (Ex-China) Capital Markets, NYSE3 days ago Be among the first 25 applicantsJoin to apply for the Director, APAC (Ex-China) Capital Markets, NYSE role at ICEJob PurposeThe New York Stock Exchange (an Intercontinental...
-
Customer Experience
1 week ago
Singapore Adecco Full timeCustomer Experience & Insights Deputy DirectorJoin to apply for the Customer Experience & Insights Deputy Director role at AdeccoCustomer Experience & Insights Deputy DirectorJoin to apply for the Customer Experience & Insights Deputy Director role at AdeccoThis range is provided by Adecco. Your actual pay will be based on your skills and experience — talk...
-
Customer Experience
2 days ago
Singapore Adecco Full timeCustomer Experience & Insights Deputy Director Join to apply for the Customer Experience & Insights Deputy Director role at Adecco Customer Experience & Insights Deputy Director Join to apply for the Customer Experience & Insights Deputy Director role at Adecco This range is provided by Adecco. Your actual pay will be based on your skills and...
-
Director of Customer Success
1 day ago
Singapore Fenergo Full timeThe Director of Customer Success (APAC) has clear accountability for driving success for our APAC clients and transforming Customer Success within the region. The primary focus of this client-centric, transformational role is to drive customer health and satisfaction, and the adoption of Fenergo’s solutions, delivering long-term measurable value for our...
-
Regional IT Director, Apac
1 day ago
Singapore Inchcape Full time**Location**: **Regional Head Office, Singapore** **Report To**: **APAC Regional Director of Strategy and Transformation** **Overall job purpose**: **provide a brief summary of the role** **This role plays a key role to lead and optimise Inchcape’s Technology execution strategy to deliver long term commercial growth for the region. Works closely with...
-
Market Strategy Director, Apac
4 days ago
Singapore VANTAGE DATA CENTERS APAC PTE. LTD. Full time**About Vantage Data Centers** Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability,...
-
Regional Finance Director
1 day ago
Singapore BCW APAC Full time**The Role**: As a Regional Finance Director, you will report directly to the APAC Chief Financial Officer and will be responsible for providing high-quality strategic and technical advice on all business matters. You will demonstrate a growth mindset and proactively collaborate with finance teams across the markets in the APAC to maintain sound business...