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Digital Channel Specialist (Contract Employee)

Job Overview

The Digital Channel Specialist is responsible for managing the operations and execution of core digital channels, including email (SFMC), webinars, and third-party media. This role emphasizes streamlining operational processes, ensuring delivery accuracy, and maximizing engagement through optimized execution, while supporting performance tracking and continuous improvement. The Specialist collaborates closely with cross-functional teams to ensure smooth channel operations aligned with strategic objectives and best practices.

Key Responsibilities

Channel Strategy & Innovation Implementation

• Support channel strategies that uphold principles of personalization, compliance, and customer experience, with a focus on operational excellence and high delivery rates.
• Engage in strategic planning for channels by collaborating with Group Managers, Channel Leads, DCE, and the Omnichannel Group.
• Assist in the optimization and scaling of email (SFMC), webinars, and third-party media operations through the introduction of new features, formats, and innovations based on external best practices and internal performance insights.
• Handle daily tasks such as scheduling emails, managing segmentation lists, and updating data, ensuring all activities meet quality standards.
• Regularly adjust and optimize email subject lines, preview texts, and delivery timing to improve open rates.
• Maintain and improve operational standards and best practices to promote efficient workflows.
• Work proactively with media partners and internal teams to facilitate campaign execution and resolve issues swiftly.
• Collaborate with regional teams to ensure consistent channel operations and support effective customer engagement.

Channel Operations & Performance Monitoring

• Manage KPIs and performance metrics, creating dashboards to track progress and identify improvement opportunities.
• Monitor key indicators such as open and click rates, and support the formulation and implementation of improvement initiatives.
• Continuously optimize scheduling, targeting, and test strategies (A/B testing), applying learnings to future activities.
• Analyze operational data to fine-tune delivery timing, targeting, and other tactical elements.

Operational Efficiency & Issue Resolution

• Quickly respond to and resolve delivery errors or technical issues, minimizing impact on results.
• Troubleshoot system or platform issues to ensure stable operation.
• Develop and update operational checklists and standard operating procedures to attain ongoing standardization.
• Use data insights to identify problems early and implement corrective actions.
• System & Tool Management
• Oversee the setup and daily management of SFMC and other related tools.
• Manage data, segmentation, and list updates regularly.
• Propose process improvements to enhance operational efficiency and system stability.

Stakeholder Collaboration & Reporting

• Collaborate regularly with marketing teams, regional stakeholders, and external partners to share operational updates and resolve issues.
• Provide periodic reports on KPIs and operational progress to promote transparency and continuous improvement.

Required Skills & Qualifications

• Hands-on experience managing email campaigns and digital channels (SFMC preferred).
• Experience with webinar/webcast operations and third-party media execution.
• Strong knowledge of scheduling, list management, and performance tracking.
• Proven troubleshooting skills for technical issues.
• Familiarity with data analysis tools and dashboard management.
• Excellent problem-solving abilities and team communication skills.

Desired Experience & Skills

• Experience in digital operations within the pharmaceutical or healthcare industries.
• Knowledge of marketing automation and data-driven marketing practices.
• Global or regional operational management experience.

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