Customer Experience Lead - East Asia & Pakistan

PT Bayer Indonesia; Jatisampurna; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading pharmaceutical and life science company in Indonesia seeks a Customer Experience Lead to develop and execute omnichannel strategies across East Asia. This role entails leading teams, fostering innovative solutions, and driving engagement with smallholder farmers. The ideal candidate will have a strong background in digital products and omnichannel business models, along with significant experience in product marketing.

Qualifications

• 10+ years of experience in digital product, venture building, or omnichannel business models.
• 3+ years in product marketing or content strategy.
• Entrepreneurial mindset with strong ownership.

Responsibilities

• Lead a team to deliver a phygital, omnichannel experience.
• Develop omnichannel experience strategies for priority countries.
• Build a highly engaged ecosystem of smallholder farmers.

Skills

Digital product knowledge

Omnichannel business models

Stakeholder management

Storytelling

Entrepreneurial mindset

Education

Bachelor's degree in business, computer science, engineering, biology or equivalent

Masters or MBA

Job description

Customer Experience Lead - East Asia & Pakistan

Reporting to the Head of the EAP Cluster and dotted line to the VP, Customer Experience and Digital Farming Asia, this role is accountable to lead a team that deliver a phygital, omnichannel experience in priority countries in the cluster that is accelerating the strategic ambitions we have in the region on Smallholder engagement, enabling conversion, loyalty, and profitability while setting up strong partnerships in the ecosystem.

YOUR ROLE & RESPONSIBILITIES:

• Set the ambition and vision for Phygital Omnichannel in the Cluster and ensure ownership from all stakeholders, customer facing teams in particular:
• Based on an in-depth understanding of market, competitor, and user dynamics and Bayer’s go-to-market strategies, develop phygital Omnichannel Experience target state design for all priority countries
• Ensure customer facing teams and other stakeholders are fully committed to execute on this target state Ensure other delivery teams required to make the Omnichannel Experience a reality is executing on their respective capabilities in-sync with the broader vision Implement the target state in an agile way each quarter; set ambitious metrics to realize/accelerate the ambition.
• Deliver phygital omnichannel profitably (metric: OPEX/sell out ratio) Have a phygital, Omnichannel Experience that is scalable, continues to drive higher impact each quarter, and allows Bayer to create competitive advantages in both Horizon 1 and Horizon 2
• Lead a team that implements direct-to-farmer outcomes:
• Build a highly engaged digital ecosystem of millions of smallholder farmers, delivering personalized advisory and services at scale. (metric: Engaged farmers Bayer can retarget)
• Contribute to business growth by conversion of these highly engaged farmers (metric: liquidation or sell-out)
• Establish Crop Science Asia as a global leader in Direct-to-Farmer engagement
• Lead a team that implements content outcomes that is enabling directto-farmer outcomes and/or phygital Omnichannel outcomes:
• Have in-depth capabilities on customer/user psychologies, trend forecasting, user insights, and agency management.
• Develop and implement content strategies that is user and culture specific and delivers virality across all relevant mediums (paid, owned, & earned media) Incorporate various GenAI capabilities (preferably in-house) in content creation, content distribution, and increasing the efficiency and effectiveness of all campaign management activities in the EAP cluster
• Attract talents (internally and externally). Develop, and grow talents in the domains of Omnichannel, Media, Content, Digital Product, Product Marketing, Analytics, and Business Design
• Catalyze the outcomes and outputs required including role-modeling the "what" and "how" across Mission Teams
• Architect an operating model & drive the appropriate culture in the EAP cluster to enable the ambition and vision.
• Act as role model and evangelist to shape a culture of firstprinciple thinking, exponential growth, and business model iterative innovation in Crop EAP and beyond

YOUR KEY SKILLS & QUALIFICATIONS :

• Bachelor's degree (business, computer science, engineering, biology, or equivalent) from top institutions; advanced degrees such as Masters and M.B.A. is preferred
• 10+ years of experience in digital product, venture building/entrepreneurship, or omnichannel business models.
• Experience in all 3 domains is a strong plus.
• 3+ years in product marketing or content strategy and driving adoption for digital or phygital products
• 3+ year of experience in media including digital, mass, and social media a plus
• Personal: Entrepreneurial, demonstrates strong ownership and has an enterprise first mindset Able to build trustful relationships with stakeholders from both commercial (strategy, sales, marketing) and technical (Engineering, Product, UX) backgrounds.
• Able to galvanize and create a strong sense of ownership from a broad base of stakeholders Influence digital adoption by using storytelling and radical transparency to align stakeholders around a shared vision, while rapidly building trust and credibility in complex and ambiguous environments.
• Consistently drives for results and persists to achieve objectives despite ambiguity. Keeps driving to achieve goals of substantial scope and difficulty despite challenges.
• Maintains and manages self to stay focused.
• Outcome-focused and customer-focused in decision making Bias for transparency, strong self-awareness, and role modeling learning and feedback culture Foster psychological safety and inclusive team cultures.

About Bayer

Bayer is a global enterprise with core competencies in the Life Science fields of health care and agriculture. Its products and services are designed to benefit people and improve their quality of life. At the same time, the Group aims to create value through innovation, growth and high earning power. Our products are helping to address some of today’s biggest challenges, including global population growth, an aging society and the need to make efficient – and, wherever possible, sustainable – use of natural resources. We are improving people’s quality of life by preventing, alleviating or curing diseases. We are helping to provide an adequate supply of high-quality food, feed and renewable plant-based raw materials. In line with our mission “Bayer: Science For A Better Life”, we aim to improve people’s quality of life. For this endeavor, we focus on our core competency of developing and successfully commercializing innovative products and solutions based on scientific knowledge.