Digital & Omnichannel Operations Lead

Date: 13-Sep-2021

Location: Singapore, 01, SG

Company: Teleflex

Job Purpose

 

The Strategic Initiatives & Commercial Excellence function is a strategically positioned unit that equips commercial teams in Teleflex Asia Pacific (APAC) with the right set of capabilities to drive strong business growth. The unit focuses on strategic organic & inorganic growth initiatives, sales & marketing excellence, customer experience, digital transformation, business intelligence and analytics.

 

We are looking for a dynamic Digital & Omnichannel Operations Lead, who will play a vital role in the development and implementation of Digital initiatives across APAC to achieve our strategic and growth objectives as a data-driven organization. This individual will partner with business units and functions to conduct test-and-learn sprints, as well as deploy and scale digital solutions involving omnichannel engagement, digital campaign analytics, content / channel affinity analytics, and optimal sequencing of customer touchpoints.

 

Possessing a passion for digital technology, data and analytics, this individual will drive Digitalization and Omnichannel / Customer 360 efforts with the following:

  • Digital Capability Building: Build, upskill and strengthen commercial capabilities in sales force & marketing excellence, multi-channel marketing, omnichannel customer engagement and 360-degree customer intelligence with digital technology, data, and analytics
  • Omnichannel / Customer 360 Implementation: Improve the effectiveness of our interactions with customers across both face-to-face and digital channels with digital technology, data, and analytics to deliver exceptional customer experiences
  • Digitally Enabled Process Improvement: Simplify internal and external processes with digital technology, data, and analytics to increase operational efficiency and accelerate performance improvement
  • Digital Product Development: Be the product owner on a scrum team consisting of technical leads, developers, and as a scrum master working within a larger, cross-functional team and managing the product backlog grooming process

 

Key Responsibilities

 

Digital Capability Building

  • Provide thought leadership and guidance to commercial teams on digital and omnichannel customer engagement trends and their implications on the business
  • Collaborate across commercial teams and drive results by continuously optimizing the customer experience by running test-and-learn sprints, documenting failures, and scaling successes
  • Demonstrate how digital technology, data, and analytics can guide and improve the effectiveness of sales & marketing initiatives

 

Omnichannel Customer Engagement

  • Lead design, development, and deployment of appropriate channels for omnichannel customer engagement, face-to-face & digital integration, as well as customer & campaign analytics
  • Enhance customer experience through data-driven analytics, which includes the design of an integrated multi-channel marketing strategy
  • Collect valuable data-driven customer intelligence as part of Customer 360 efforts and translate these insights into impactful sales & marketing initiatives across customer journey touchpoints

 

Digital Operations & Solutions

  • Coordinate design, delivery, and optimization of digital technology stack across APAC to enable Omnichannel / Customer 360 efforts with appropriate CRM, marketing automation, and marketing technology tools
  • Participate in all phases of solution delivery including the creation of functional & technical specifications, data mapping, test planning / management / execution, and working with internal & external technical teams to develop and execute digital campaigns and programs
  • Contribute to evaluation, implementation, ongoing use and governance of third-party software and vendor solutions to enable Omnichannel / Customer 360 efforts with digital technology, data, and analytics

 

Key Relationships/ Interfaces

 

  • APAC Director, Strategic Initiatives & Commercial Excellence
  • APAC regional / country / business unit / functional teams, on an as-needed basis, depending on nature of Digital initiatives

 

Essential Skills/ Experiences

 

  • Tertiary qualification in Computer Science / IT, Engineering, Business, Marketing, or related discipline.
  • Minimum of 5-8 years of work experience in E-Commerce, FMCG, Consumer Health, Pharma, Medtech, or related industry; consultancy, agency or start-up experience is an asset
  • Digital native, with strong passion for new technology innovations and applications
  • Strong project management and consultative problem-solving skills, with the ability to influence, communicate and present well
  • A data-driven mindset with relevant work experience managing technology assets and performing quantitative analysis at the digital campaign and customer level
  • Solid understanding of digital marketing, including multi-touch attribution, impression tracking, customer journey, omnichannel/campaign analytics methodologies, and marketing analytics
  • Strong experience in leading digital marketing, omnichannel marketing, campaign design with an emphasis on optimizing the overall customer experience to drive business results
  • Proven track record in digital technology, marketing automation, and analytics with strong experience working across marketing technology stacks and customer data platforms (e.g. Salesforce Sales Cloud, Salesforce Marketing Cloud, Salesforce Pardot, SAP Marketing Cloud, Oracle Eloqua, Adobe Marketo, Hubspot, Google Analytics, Adobe Analytics, desirable) with internal teams and vendors
  • Advanced skills in MS Excel, PowerPoint, as well as related data processing, analytical and visualization tools (e.g. R, Python, SQL, Tableau, Power BI)
  • Experience in innovative product development methodologies such as Design Thinking, Agile, Lean Startup is a plus

 

Behaviours/ Values

 

To be successful in this position, the candidate will need to be a dynamic self-starter with both a growth mindset and knowledge of design thinking, agile ways of working, and lean startup methodology to lead the development and implementation of an ambitious Digitalization and Omnichannel / Customer 360 strategy. We require a team player with solid experience in Digital Technology, Data & Analytics to drive capability building in sales force & marketing excellence, multi-channel marketing, omnichannel customer engagement and 360-degree customer intelligence.

 

The candidate should also possess strong communication and project management skills, with the ability to persuade, influence and assert in a challenging, dynamic, and fast-paced environment. He / she should be able to work across geographies and functions to deliver on Digital initiatives across APAC to drive strong business growth.

 

Expected Travel: Up to 10%

Requisition ID: 4658

Teleflex is a global provider of medical technologies designed to improve the health and quality of people’s lives. We apply purpose driven innovation – a relentless pursuit of identifying unmet clinical needs – to benefit patients and healthcare providers. Our portfolio is diverse, with solutions in the fields of vascular and interventional access, surgical, anesthesia, cardiac care, urology, emergency medicine and respiratory care. Teleflex employees worldwide are united in the understanding that what we do every day makes a difference.

Position Summary

Principal Responsibilities

Education / Experience Requirements

Specialized Skills / Other Requirements

 

Note: As with all positions, due to the dynamic nature of Teleflex Medical business, key responsibilities may evolve and change over time. 

 

Teleflex is an equal opportunities employer

 

Teleflex is the home of Arrow®, Deknatel®, Hudson RCI®, LMA®, Pilling®, Rüsch®, UroLift® and Weck® – trusted brands united by a common sense of purpose. Teleflex, the Teleflex logo, Arrow, Deknatel, Hudson RCI, LMA, Pilling, Rüsch, UroLift and Weck are trademarks or registered trademarks of Teleflex Incorporated or its affiliates, in the U.S. and/or other countries.

© 2021 Teleflex Incorporated. All rights reserved.