Customer Experience Manager – Digital & Omnichannel

About the role

The Customer Experience Manager will elevate the customer journey through insight‑driven, seamless digital and omnichannel engagement, supporting business goals in the Innovative Medicine division.

Key responsibilities

• Develop and execute a comprehensive digital strategy to boost brand awareness, engagement and customer acquisition.
• Plan, launch and manage digital marketing campaigns across social media, search, email and content channels.
• Monitor and analyze campaign performance, using data‑driven insights to optimise results.
• Maintain the organization’s online presence, including websites and social media profiles, ensuring compliance with legal and regulatory standards.
• Collaborate with internal teams and external partners such as agencies and technology providers to deliver digital initiatives.

Required profile

• University degree (MBA a plus) with 2–5 years of experience in customer experience, omnichannel engagement, digital marketing or consulting; pharmaceutical experience is a plus.
• Strong customer‑centric mindset, curiosity, learning agility and ownership, with the ability to think strategically while managing details.
• Excellent oral and written communication skills in Mandarin and English.
• Project‑management experience preferred.

Required skills

• Content strategy and creation, including writing, editing and optimisation for digital platforms.
• Social media management and social advertising.
• Digital marketing platforms and channels (search engine marketing, email marketing, content marketing).
• Data analytics tools such as Google Analytics and Adobe Analytics.
• Use of AI tools to automate tasks, generate insights and support content development.
• Search engine optimisation (SEO) and analytics dashboards.