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Omnichannel Customer Engagement Leader

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Lyon, France bioMérieux Temps plein

**Omnichannel Customer Engagement Leader - All genders**:
Location: Marcy l'Etoile, France
Position Type: Unfixed Term
Job Function: Marketing

A family-owned company, bioMérieux has grown to become **a world leader in the field of in vitro diagnostics**. For 60 years and across the world, we have imagined and developed **innovative diagnostics solutions** to **improve public health**. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

Our Clinical Global Marketing Communication department is looking for an **Omnichannel Customer Engagement Leader **to support our clinical business strategy by driving customer acquisition, retention and loyalty for our Clinical business solutions.

In this highly digital marketing-focused role, you will work closely with global and local marketing communication leaders in charge of campaigns and with market managers to define an omnichannel strategy to drive prospect and customer engagement with our clinical solutions.

You will identify and activate the right channels and content by segment to engage, retain and add value to our customers.

Your in-depth knowledge of SalesForce and Marketo environments is essential, enabling you to guide teams in the effective and targeted management of marketing campaigns.

In charge of analyzing the performance of marketing campaigns, you will provide reports, dashboards and data impact on ROI to the company's key players, enabling them to adjust targets at the time of deployment.

**What will be your mission?**

**Three areas of mission**:
**Omnichannel customer engagement strategic focus**
- Develop a clinical marketing-led customer engagement strategy and prepare and execute an operational plan.
- Support Marketing Communications and Market Managers in content optimization and message positioning to enhance customer engagement.
- Prepare well-defined specifications for the effective use of channels within the omni-channel approach to achieve customer engagement objectives, in line with marketing plans and customer segmentation.
- Ensure that the lead management process is effective, adopted and deployed within the marketing function

**Analyzing and measuring results**
- Pull and analyze campaigns data to understand target audiences preferences and needs.
- Share proficiently data on monthly and quarterly basis to highlight insights and make actionable decisions with marketing and commercial teams.

**Business interactions & trainings**
- Work closely with internal teams to define an optimal customer experience at all points of interaction, especially online.
- Business interactions include (but are not limited to) the following functions:

- Franchise Market Managers (global, regional, local),
- Marketing Communications & Marketing campaigns leaders,
- Digital Marketing teams,
- Corporate communications
- Commercial Operations Excellence
- Commercial team representatives,
- Customer service representatives,
- Medical Affairs communication team.

**Who are you?**
- Minimum **4 years of higher education**:

- ** 4 to 5 years’ experience **in a similar position in an **international context**:

- Proven experience in customer engagement management, particularly in omni-channel & digital environments
- Very comfortable with marketing fundamentals, particularly in the execution of operational plans and tactics
- Customer centric & result-oriented, sharing data via reports and dashboards
- Strong **team spirit **and **collaborative work **among peers and with members of other department/functions
- Demonstrated written and verbal communication skills
- Ability to manage and motivate cross-functional teams to achieve business objectives
- Familiar with customer touch points and customer relations
- Trained and proficient in Marketo and SalesForce solutions
- Proficiency in online customer data analysis and lead management processes
- Excellent problem-solving and decision-making skills
- ** A fluent level of English **is required in order to successfully carry out the missions of this position
- You have a **basic knowledge of French / operational level**:

- You are an **autonomous, rigorous and organized person**, you know how to anticipate and **manage priorities**:

- Good sense of **adaptation, resilience**:

- You have the ability to **make proposals and **to evolve in an **international and matrix context**

Occasional travels