Pharma Digital Project Manager

Job Description

What you'll do? • Business Analysis & advising on key Omnichannel Marketing channels and initiatives. • Directly responsible for on-boarding new service offering in the Market and providing trainings. • End to End Project Management. • Liaison between the client and the execution team. • Excellent communication and collaboration skills. • Managing area operations for rendering and achieving quality services; monitoring high end problem resolution team on performance bottlenecks • Conducting day to day analysis for operational metrics like SLA, CSAT, Utilization and report generation at process level. • Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution center experience. • Managing queue handling and day-to-day analysis for maintaining SL; monitoring day to day resolution closures and case aging to ensure timely resolution. • Framing work direction & plan for associates after assessment of their capabilities • Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity • Implementing systems, migrating systems to upgraded versions to achieve efficiency in various operation, spearheading process improvement initiatives. • Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process Hogarth Studios. What you'll Need? • 5+ Years of Experience in Client Servicing role. • Knowledge and experience of digital eco system • Knowhow on multichannel/Omnichannel campaigns • Working knowledge of any marketing automation tool (SFMC preferable) • Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results. • Efficiency in making data-driven decisions, analytical skills with strong attention to details. • Relationship building with the clients Work with leadership to explain and modify strategic plans. Show more Show less