Rajminder Malhi
Senior Manager, Customer Engagement @Ipsen
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WORK HISTORY
Senior Manager, Customer Engagement @Ipsen
Slough, GB
Establish & accelerate digital transformation & omnichannel strategy across UKI, collaborating closely with senior leadership, global digital teams and local brand teams, with a laser focus on enhanced customer experience & innovative solutions- Launch & build advocacy for new brand agnostic capabilities, digital ecosystem, and enhance omnichannel infrastructure- Build & lead UKI change management strategy focused on field force, including a robust comms & change plan, training calendar and roadmap, resulting in strategic alignment and advocacy from senior leadership- Lead & deliver field team workshops to upskill on omnichannel excellence- Lead web strategy & design, modular content strategy, and channel planners- Drive operational excellence to improve annual brand planning processes, customer journey mapping & design, and insights-driven ways of working- Establish user-centred thinking & design across brands to amplify SoV, market share and customer engagement- Develop strategies and implement plans to improve customer interaction excellence across brands, and tailored solutions aligned to strategic imperatives
EDUCATION
Brunel University of London
Bachelor of Science (BSc), Business & Management (Marketing)
SKILLS
ABOUT RAJMINDER MALHI
An experienced CX leader focused on digital transformation, omnichannel excellence and change management. A quick learner with a strong work ethic to succeed in dynamic, challenging environments. 15+ years’ experience in digital transformation, brand marketing, and stakeholder management.BUSINESS SKILLS:Strategic customer journey mapping & implementation | Campaign management | Content Strategy | Channel Mix | Brand Marketing | Strategic communications | Analytical & critical thinking | Budget management | Vendor management | Healthcare, Pharma & NHS | Global, Regional, LocalTECHNICAL SKILLS:UX & data-driven design | Email Automation | Adobe Creative Cloud | CMS | Agile & sprint methodologies | Social listening | A/B testing | Market research & competitor landscapePEOPLE SKILLS:Co-creation & collaboration | Cross-functional leadership | People management | Social influence | Stakeholder engagement & management | Difficult dialogue & critical conversations | Coaching for performance
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