Associate Omnichannel Customer Experience Partner

ASK Headhunter; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is looking for an Associate Omnichannel Customer Experience Partner. The role involves supporting omnichannel marketing initiatives and customer engagement across digital and traditional platforms. Ideal candidates will have a degree in marketing or related fields, proficiency in digital tools, and experience in agile methodologies. This position requires strong collaboration skills to ensure seamless project execution and adherence to best practices. The role is based in Selangor, Malaysia.

Qualifications

• Bachelor degree in marketing, scientific, technical, digital, economics, or business.
• Experience with analytics platforms and content management systems.
• Ability to operate effectively in a global matrix environment.

Responsibilities

• Coordinate and execute integrated campaigns across multiple channels.
• Monitor campaign performance and provide operational reports.
• Collaborate with internal teams for seamless execution of strategies.

Skills

Proficiency in digital marketing tools

Experience in agile methodologies

Cultural and organizational agility

Education

Bachelor's degree in marketing or related fields

Tools

Veeva

Canva

Qualtrics

Job description

Associate Omnichannel Customer Experience Partner

• Support content adaptation, coordinating with agencies, the lab, marketing proteges, or interns as needed.
• Create new materials/assets/content independently using Canva or by liaising with the lab, with minimal guidance on layout, references, mandatories, and dismissals (e.g., patient booklets, local TAE videos, invitations).
• Support newsletter development (OCE-P) and system OCE-D setup for locally deployed newsletters.
• Handle the entire Veeva submission process for content approval, including creating, uploading, and following through on submissions.
• Configure the OCE-D system to schedule and deploy email campaigns, including configuring personalized sender profiles, email subject lines, and analytics.

Support the creation of content for EHE (HCP portal, virtual events, and video hosting).

• Campaign Execution and Monitoring:
• Coordinate and execute integrated campaigns across multiple channels as per defined plans.
• Monitor campaign performance metrics and provide reports on operational effectiveness.
• Monitor messages on the Sprinklr platform [IM] and incoming messages with the Roche hotline.
• Customer Data and Experience Operations:
• Manage customer distribution lists, including system support and coordination with the lab.
• Oversee customer data organization and execute bulk uploads as needed.
• Create bulk templates for consent uploads.
• Build, approve, and upload Voice of Customer surveys using platforms like Qualtrics.
• Work with PJPs (Patient Journey Partners) to upload customer segmentation on a 6-monthly basis.
• Reporting and Data Analysis Support:
• Gather and synthesize qualitative and quantitative operational insights from EPICX and other sources [Support insight synthesis in OCE-P].
• Provide regular operational reports on customer engagement metrics and trends.
• Cross-Functional Execution Support:
• Collaborate with internal teams (e.g. PJP & IT) to ensure the seamless execution of omnichannel strategies.
• Participate in cross-border and cross-functional projects and initiatives as an operational support.
• Compliance and Operational Best Practices:
• Ensure strict adherence to PHARMA code of conduct, company policies and procedures regarding marketing and communications operations.
• Stay updated on operational industry trends and best practices in customer experience and digital marketing execution.
• 7. Any other duties that may be assigned from time to time as required by the business

• Bachelor degree (marketing, scientific, technical, digital, economic or business degree)

• Proficiency in utilizing digital marketing tools, analytics platforms, and content management systems.

• Experience in agile ways of working and methodologies preferred

• Cultural and organizational agility, comfortable with and track record of operating and influencing in all directions in a global network/matrix environment

The Associate Omnichannel Customer Experience Partner will primarily support the Omnichannel Customer Experience Partner in the operational execution and management of omnichannel marketing and customer engagement initiatives. This role will focus on the practical implementation of customer journeys and interactions across digital platforms (websites, social media, email, mobile applications) and traditional channels (in-person meetings, events, customer service). The core objective is to facilitate the seamless execution of integrated omnichannel experiences, ensuring consistent and personalized messaging, and driving operational efficiency in customer engagement activities.