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Consumer Experience Operations & Processes, Senior Manager


This is a Full-time position in Warren, NJ posted February 21, 2021.

Are you looking for a high-profile ecommerce and digital marketing role that creates lasting connections to our brands, accelerates digital customer engagement and helps our brands win with consumers retail partners. If so, this is the role for you.We believe strongly in inclusion and diversity. Not only is it the right way to do business, but it also leads to business success – unleashing the enormous potential of the differing knowledge, abilities, experiences and styles of our people, and enhancing our ability to respond to the differing needs of our patients and consumers.The US Digital Growth Platform department is expanding our agile team to accelerate scaling a digital ecosystem that allows us to connect (CRM, Influencers), convert (DtC, Social Commerce) and co-create (Product Customization) with our consumers in new ways.Your role, as the Consumer Experience Operations & Processes, Senior Manager, is to design, build and influence ways of working to support end to end integrated consumer experience capabilities. The role will drive an agile approach for the department across 2-4 key initiatives and own creative problem solving for barriers in conjunction with cross functional teams.This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:* Responsible for leading new or update fit for purpose processes across functions (finance, supply chain, marketing, legal, compliance, etc) to support Consumer Experience (CX) capabilities* Owns CX team framework for operating in agile manner across initiatives (ways of working, templates, experimentation process, etc)* Developing system for documenting processes and approaches to accelerate scaling CX capabilities across brands* Embed consumer led, data driven hypothesis and experimentation approach for CX capability across team and cross functional partners* Manage CX Program Manager who is responsible for project management across the capability initiatives for CX team* Champion for assuring team priorities are weighted in value driven choices for the consumer, customer and GSK* Build business cases for investments that maximize learning and relevant digital product capabilities* Continuously pattern and evolve processes to build speed, quality, and agility for the team / enterprise* Deliver CX team performance tracking for department against core metrics (Budget, KPIs, OKR)Why you?Basic Qualifications:We are looking for professionals with these required skills to achieve our goals:* 5+ years of experience and demonstrated proven track record of successful cross functional change management in FMCG* Experience working in or with various cross functional departments: Sales, Marketing, Legal, Supply Chain, Consumer Relations, InsightsPreferred Qualifications:If you have the following characteristics, it would be a plus:* A strong understanding of agile team management practices and applications supported by excellent organizational skills including technology tools (JIRA)* Experience leading projects through initial stage gates to determine brand assessment for scale or build out of new digital capabilities (hypothesis led / experimentation)* Successful track record of navigating through complex, matrix organization while driving change at paceCharacteristics:* Action Oriented: “Can do” and “Does do” attitude; Ready to jump in and make an immediate impact through agile methods and proactive nature; high energy level and credible experience* Interpersonal Savvy: Ability to effectively work with and connect with all levels of stakeholders across multiple functions using active listening skills and open mindset to build strong relationships and collaboration* Positive Pioneer. You know there’s a lot of unknown in this space, and you’re okay with that. You embrace the new and explore new spaces with excitement. You have big ideas and can both implement them yourself or inspire others to come along with a positive attitude* Think Big and Small: Wake up thinking about big bold ideas but only sleep knowing your i’s are dotted and t’s are crossed; Ability to prioritize multiple projects while simultaneously handling demands and changesWhy GSK?Our values of Consumer-first, Transparency, Respect and Integrity are at the heart of our company, guiding our decisions and everything we do so that we can deliver for consumers and customers, and make GSK Consumer Healthcare a brilliant place to work. At GSK, we work to strive for a culture of customer & consumer obsession, a growth mindset, powerhouse execution, agile ways of working along with digital, data and analytics at the core.Our Health & Wellness portfolio has an extensive global reach. With many brands owning the #1 global rank for their category such as ChapStick®, Emergen-C®, Advil ®, Centrum ®, Caltrate® , Preparation H® and Nexium 24HR®. In the US, we are now the number 1 leader in the OTC (Over-the-Counter) business.If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.Important notice to Employment businesses/ AgenciesGSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK’s commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency Reporting For the Record site.