Omnichannel & AI Engagement Strategist
TASK AND RESPONSIBILITIES
- Execute omnichannel engagement plans based on BU and brand priorities.
- Translate approved strategies into actionable customer journeys, channel plans and engagement activities.
- Coordinate physical and digital touchpoints across HCPs, institutions, payers and private market stakeholders.
- Ensure consistent execution across channels, content and customer interactions.
- Support the evolution from campaign-based activities toward more continuous and data-informed engagement.
- Coordinate with brand, field, medical and enabling functions to ensure initiatives move from plan to execution.
- Build and maintain stakeholder journeys using approved Pharma PACA engagement frameworks and standards.
- Define the sequence of channels, content and interactions required to execute each journey.
- Monitor journey performance and adjust execution based on customer response and available data.
- Ensure field and digital activities are connected across the customer journey.
- Support the Rep as Orchestrator model by enabling field teams with the right channels, content and insights.
- Drive day-to-day adoption of AI-enabled engagement tools such as MIA Field and Next Best Action.
- Support field teams and brand teams in understanding and using AI-generated recommendations.
- Identify adoption barriers and coordinate actions to improve usage.
- Collect user feedback and communicate improvement needs to Digital, Data and AI teams.
- Support testing and implementation of new AI-enabled capabilities within the BU.
- Reinforce responsible use of AI in line with established governance and compliance requirements.
- Coordinate execution across digital channels including email, WhatsApp, CRM, remote engagement, virtual events and other approved platforms.
- Ensure channel activation follows defined customer, content and compliance standards.
- Work with agencies and internal teams to deliver assets, journeys and campaigns