Main Responsibilities
Operational Management
- Maximize the conversion of leads generated by marketing through constant funnel optimization using data point.
- Ensure the digital experience functions optimally and that patients receive service aligned with expectations. (quality management)
- Collaborate with Customer Care to quickly resolve any patient issues and identify issue patterns
- Present weekly performance metric reports to the team and involved business functions to monitor results.
- Align the tone of digital communication in collaboration with Marketing, ensuring brand consistency.
Medical Product Management
- Collaborate with the Category Manager to define products and categories to be positioned on the digital platform.
- Manage pricing and ensure a correct balance with the retail channel.
- Monitor product performance and adjust the offering based on best-selling categories and market trends.
Continuous Improvement
- Optimize the conversion funnel through incremental interventions and improvements to existing functionalities.
- Collaborate with retail teams to understand the user experience and develop business cases for optimization projects.
- Coordinate with Marketing to increase lead generation and reduce cost per lead.
- Test new features, functionalities and services thoroughly together with other functions to ensure smooth customer experience from start to end.
Innovation and Analysis (Digital Product Management)
- Analyze performance metrics and propose innovative solutions to improve the digital experience.
- Define the business requirements resulting in change requests, new features and services in line with market trends to increase sales.
- Communicate and collaborate with global digital product management and justify required investments based on supporting business cases
- Monitor user behavior data to identify strategic growth and innovation opportunities.
- Represent country’s interest towards the global product development
Goals and KPIs
- Increase revenue generated from digital channels.
- Improve conversion rates and reduce cost per lead/patient.
- Increase the Net Promoter Score (NPS) to measure patient satisfaction.
- Monitor specific metrics such as Customer Acquisition Cost (CAC) and Customer Lifetime Value (CLV).
Desired Profile
- Experience: 4 years in at least two different companies, ideally one in operational technology consulting and one in a corporate position.
- Skills: Experience in companies that have undergone digital or retail transformations. Preference for profiles with skills in Project management, digital product management, CRM (e.g., Salesforce), data analysis (Google Analytics, Tableau), and testing tools (Hotjar, A/B testing).
- Target Sectors: Telecommunications (multi-store, tech-oriented), supermarkets (service digitalization), FMCG beauty/luxury (e.g., L'Oréal), health brands in digitalization.
In Italia, SYNLAB rappresenta il più vasto gruppo di diagnostica integrata e il primo interlocutore nei servizi di diagnostica di laboratorio per molti specialisti e laboratori clienti.
Siamo presenti in 8 Regioni (Veneto, Friuli Venezia Giulia, Lombardia, Toscana, Emilia-Romagna, Liguria, Lazio e Campania) con i nostri 9 Laboratori, oltre 300 Punti Prelievo e 80 Medical Center. Abbiamo un fatturato di oltre € 300 milioni, effettuiamo 40 milioni di analisi di laboratorio e 1,5 milioni di prestazioni poliambulatoriali all'anno, grazie ai 2.000 dipendenti e 2.000 liberi professionisti che collaborano con noi.
La nostra Mission: fornire informazioni diagnostiche utili per una vita sana e per il benessere di tutti.
La nostra Vision: una leadership conquistata attraverso l’eccellenza del servizio a favore delle persone e della comunità medica, con una diagnostica di altissima qualità.
I nostri Valori: passione, responsabilità e customer centricity.