Career Category

Job Description

The Global Service Centre Operations Specialist will be accountable for ensuring timely and quality delivery of digital and print materials via our external Global Service Center (GSC) supplier. They will support the Global Service Center Operations Manager to plan, track and report defined Key Performance Indicators (KPI’s) to measure executional success, improve and enhance operational effectiveness and identify and drive efficiencies in current and future delivery processes.  The Global Service Centre Operations Manager will support collaboration and governance with brand marketers and the GSC supplier for a geographic region or region(s).  They will provide input and support to analyze utilization, contract performance, and market trends in GSC services to identify further opportunities for growth, course correction and most importantly executional excellence of our marketing programs. Success will be achieved through close collaboration with the GSC supplier, Agencies of Record (AORs) and other Third Parties, Campaign Operations and other cross-functional teams. 

The ACCP will be temporarily located at the Maleo – Saldanha, Av. da República 18, 1050-191 Lisbon. We’re already gearing up to have our brand-new permanent office ready in the vibrant city center of Lisbon by the spring of 2022.

Key Responsibilities:

• In collaboration with the GSC supplier and GSC Operations Managers, support the management of day to day operations to ensure timely, accurate and exceptional delivery of assigned tasks
• Assist with the on-boarding of new teams, individuals or other external partners related to the GSC
• Contribute to change management as defined by leadership, including developing and delivering training, communication and engagement plans, as well as other activities aligned to effective change management that will enable increased adoption of GSC services
• In partnership with manager, supporting functions and business teams, contribute to the identification and launch new services for marketing delivery that drives efficiency and effectiveness across marketing execution
• Assist the GSC Regional Operations Manager(s) in a consolidated approach for GSC demand planning of tactics to ensure accurate and appropriate forecasts are provided  
• Track and report on the GSC supplier for adherence to contractual SLA’s/KPI’s and identify and drive areas for improvement and efficiencies for creative and print production
• Identify and appropriately escalate issues, and support the Operations team to embed key learnings and root cause analysis into current or new processes
• Be proactive in bringing forth ideas to improve external and internal processes and standardization
• In collaboration with other internal cross-functional groups, support quarterly performance reviews of GSC supplier, as well as annual performance reviews 

Competencies/ Skills:

• Analysis, collaboration and influencing skills with a demonstrated ability to achieve goals and results in a highly matrixed environment
• Ability to effectively present ideas and document concepts and processes in both written and oral communication
• Excellent interpersonal and organizational skills

 Qualifications

• Minimum of 3 years’ relevant previous work experience in managing a “digital factory and/or digital service delivery via e.g. creative or specialized digital agencies
• Minimum of 2 years’ previous experience in digital marketing and/or multi-channel strategy execution
• Experience with leveraging various digital channels tactics to engage with customers;
• Proven track record of planning and delivering digital/multi-channel projects
• Substantial communication and presentation skills
• Specific technical experiences preferable, including knowledge in website development, email development and deployment, marketing automation, paid search, SEO, display media, social media marketing, mobile marketing, field applications, 3rd party clinical information, EMR, direct mail and analyzing customer insights.
• Pharmaceutical experience preferred