Job Description: Manager, Customer Experience
Department: Business Excellence
Location: Shanghai, China
Reports To: Lead of Digital Marketing Excellence

- Job Summary:
As the Manager of Customer Experience, you will do centralized architecture and design for the customer knowledge framework (customer refers to HCP, also extends to consumers and patients), to support our company's omnichannel strategy. You will develop and communicate the best practices, drive cross-functional collaboration, and ensure compliance with regulatory standards, while generating customer insights to achieve business objectives in China’s dynamic market.

- Key Responsibilities:
o Integrated Customer Profiling: based on global customer knowledge guidelines, generate the standard customer definitions across different brands & cross-functional teams;
o Customer Tag Operation: Develop a standardized customer tag hierarchy and taxonomy, and govern the brand customer tag development and updates.
o Customer Journey Operation: Cooperate with brand teams and campaign COE, develop different customer journey prototypes based on customer persona groupings and Go-to-market models.
o Functional Collaboration: Partner with Business, Data, and IT teams to ensure cohesive customer data operation & consumption.
o AI & Data-Driven Optimization: Explore the AI empowered customer insights, clustering, and HCP360.

- Qualifications:
- Education: Bachelor’s degree in Marketing, Business, Digital, or related field; MBA or advanced degree preferred;
- Experience: 5+ years in marketing or digital marketing, proven track record in Go-to-Market projects or Customer engagement projects
- Data Analysis: Capable of processing and doing data analysis with customer data, for insightful findings; AI/Gen AI experience will be a plus.
- Language: Fluency in English and Mandarin;
- Great communication skills and cultural leadership, Resilience, and a growth mindset

- Key Competencies:
- Strategic thinker with strong analytical and problem-solving skills.
- Leadership ability to inspire teams and manage stakeholders.
- Innovative mindset to drive business transformation, embracing digital and AI
- Detail-oriented with a commitment to delivery with quality.

Why Join Us?
- Impact: Drive omnichannel transformation in a leading MNC, shaping healthcare engagement in China
- Growth: Access to global resources, cutting-edge tools, and professional development.
- Culture: Collaborate in a diverse, inclusive environment that values innovation and ethical practices.