Customer Experience/Brand Manager GSK

Full Job Description

Customer Experience/Brand Manager GSK Location: GSK House (New HQ Tottenham Court Road) – Hybrid ‘We’re moving towards a more sustainable future with our new headquarters. With better public transport links and proximity to world-class science and technology institutions, we’re excited for our move to the vicinity of Earnshaw Street, London WC1A (“the New HQ”) by end H1 2024.’

Job Purpose

In this role, you will be the expert in the HCP external engagement customer experience, maximising the value of every touch point for HCPs along the customer journey to drive brand advoacacy.

Key Responsibilities

• Lead on the execution of the national programme of events for Gen Med HCPE, from integration of the events into the marketing strategy to event execution - maximising the acquisition of HCP registrations, driving increases in acquisition and conversion rates, and creation of access opportunities for promotional team, increasing email consent, and post-event user-journey effectiveness

• Be accountable for all event execution being in-line with the relevant governance frameworks, and identifying areas of continuous improvement within those governance frameworks to support optimal customer experience

• Proactively seek opportunities to enhance customer experience and event optimisation through consideration of HCP event experience from invitation, event registration, reminders and attendance and follow up. Deliver this through bringing insights from outside of GSK (pharma / non pharma) and the introduction of new ways of working and technologies, including partnering with internal stakeholders (e.g., Meetings Centre of Excellence)

• Support the delivery of large regional meetings in a project lead capacity, working with the field-based teams in the delivering excellent HCP experience throughout the execution of their events

• Work with HCPE Content Leads to maximise the interactivity of Content

• Collaborate closely with field teams to share learns, insights and leverage opportunities between teams

• Understand the time challenges our NHS customers are under and develop engaging and interactive events of various durations and formats

Own the Respiratory HCPE National Overview plan

• Co-lead the development the coordination of the HCPE plan for Respiratory across National, Regional and Local events work with brand omnichannel leads to ensure alignment and partnership with the strategy.

• Work with relevant teams to coordinate the overarching HCPE plan

Partner with field teams to support excellence in HCPE execution locally

• Proactively work with field-based teams to drive excellence in HCPE execution, working closely with the aligned Capability Partner to implement targeted interventions which support local HCPE execution across face-to-face, hybrid and virtual events

• Working with sales leaders and senior Respiratory Leadership Team – to ensure HCPE becomes core omnichannel opportunity within local plans. Build team confidence to deliver brilliant face to face, virtual and hybrid events aligned to delivery of account plans.

• Continuously seek innovative ideas to enhance the event execution from pharma / non pharma insights

• Partner closely with our Medical Affairs colleagues to ensure a governance framework that is both pragmatic, yet safe for HCPE to operate at significant scale

Why You?

Basic Qualifications

• Educated to Degree level or equivalent experience

• Solid experience in similar role

• Understanding of ABPI Code and general pharmaceutical external engagement compliance

• Previous omnichannel marketing experience

• Strong communication and stakeholder management skills

• Good project management skills

• Has a strong sense of ownership and proactively advocates for the end user

• Open to taking on new challenges and learning new skills

• Brings a high-energy and passionate outlook to the job and can influence those around them

Preferred Qualifications

• Webinar platform / event experience would be an advantage

• Science Degree preferred

• Collaborative, innovative, able to bring new ideas and contribute to the current strategy

Why GSK?

GSK is a global biopharma company with a special purpose – to unite science, technology, and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive.

Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years. Our R&D focus is to deliver a new generation of vaccines and medicines using the science of the immune system, human genetics, and advanced technologies to get ahead of infectious diseases, HIV, cancer, and other immune-mediated and respiratory diseases. We do all this with a commitment to operate responsibly for all our stakeholders by prioritising Innovation, Performance and Trust.

Our bold ambitions for patients are reflected in new commitments to growth and a significant step-change in delivery over the next five years. This means more GSK vaccines and medicines, including innovative new products, will reach more people who need them than ever before.

We have long believed that building trust is key to stronger performance, helping to create value for shareholders, impact for patients and society and a reason outstanding people choose to work for and with us. That is why being a responsible business is an integral part of our strategy. Taking action on environmental, social and governance issues is a key driver in our strategy.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it is also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged, and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together

Closing Date for Applications: 01/12/2023 (COB)

Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

*LI-GSK

Why Us?

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, 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*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on or 0808 234 4391.  Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it.  Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

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We’re moving towards a more sustainable future with our new headquarters. With better public transport links and proximity to world-class science and technology institutions, we’re excited for our move to the vicinity of Earnshaw Street, London WC1A (“the New HQ”) by end H1 2024.