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EcoSystem Governance Manager

Brentford, UK
Closing date
8 Dec 2020

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Technology & New Media
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Job Details

Site Name: UK - London - Brentford
Posted Date: Nov 23 2020
EcoSystem Governance Manager

GlaxoSmithKline (GSK) is one of the world's leading research-based pharmaceutical, vaccine and healthcare companies, employing over 100,000 people globally with offices in more than 115 countries, with more than a third in emerging markets.

GSK has a significant global presence with commercial operations in more than 150 countries, a network of 84 manufacturing sites in 36 countries and large R&D centres in the UK, USA, Spain, Belgium and China.

GSK Mission and Strategy - to help people do more, feel better, live longer

GSK is on a journey towards digital transformation to become the global leader in bringing the best in class analytics and insights, to serve the consumer and patient. In April 2017, Emma Walmsley, formerly the Head GSK Consumer, was appointed CEO of GSK and has been vocal about her desire to accelerate GSK's digital transformation. This strategy is far reaching and will extend to all corners of the business - from Big Data and applications of artificial intelligence in R&D to New Media in bringing to life consumer brands.

The mission

We are looking for a Marketing Eco-System Governance Manager to join our Operations team in Brentford . Following the recent joint venture with Pfizer there has never been a more exciting time to join us! You will step into a global role in which you can help shape the culture and ways of working within this new organisation.

GSK Consumer Health is creating an enhanced end-to-end marketing ecosystem, including digital and creative strategy, content production and media publishing. The Marketing ecosystem will leverage an extensive range of capabilities to be augmented and delivered by a set of global partners, to constitute an optimal delivery solution available to all our brands and markets.


The role consists in the definition and the integration of a Governance framework to our new Marketing Eco-System. Whilst our marketing performance is oriented toward creativity, process agility and flexibility, assets and media performance; we need to have the right governance structure in place to ensure that our model is also efficient, sustainable and scalable across our multiple markets and brands. As a global company, with a significant portfolio of products, a solid governance model will be key success factor to drive efficiency.

Model Governance and Performance Tracking (agency level)

The eco-system will use a set of suppliers and will rely a successful partnership between them, along with our GSK CH teams. A governance objective is to ensure that we have clear accountabilities defined, so each team's responsibilities, expected deliveries, SLAs, etc. are crystal clear to everyone, and the overall process is fluent and optimal. Working closely with our agency partners and GSK CH Eco-System team, the governance manager will implement a governance framework, supported by a set of KPIs based on defined accountabilities and marketing performance criteria's. That might imply to leverage existing solutions or to define new trackers. One aspect of that will be to lead monthly and quarterly business reviews with our partners, to ensure performance tracking, and a 2 ways feedbacks conversation to nurture process review and optimization.

NOTE for the team: This is NOT the whole process definition/optimization i.e. find a solution to every process related problem we may have - We need process and remediations to be addressed by the team - However, Governance manager will be support the problem identification, lead the conversation with key stakeholders, ensure identified issues are addressed, pilot if necessary, document clearly taken decisions, and ensure there is no gap.

Model adherence & Communication plan (GSK teams' level)

Adherence to our production model is a key objective, which requires a proper measurement system. The creation of a governance framework to identify the key checkpoints and to set appropriate KPIs will be needed to enable performance tracking. Regular performance reviews should be setup, so any process deviance or bottleneck can be identified, their root cause addressed and remediated with the appropriate stakeholders. This might imply to leverage existing solutions and/or to create new tracking systems.

Adherence to our production model will also need to be supported by a solid communication plan to ensure that our markets and marketing teams, have a clear understanding of the process. The role of Governance will be to ensure that we have a clear plan, training materials, online platforms, etc. to drive awareness and education. The communication plan will need to be data-driven, based on actual performance reviews.

Some tools and processes embed in the marketing Eco-System are currently lacking a governance framework - or have one which is managed by a different team : Creative Production, Digital Assets Management (DAM), Marketing Resource Management (MRM), Assets performance, Media - Part of the role is to evaluate ALL areas in order to setup a proper measurement framework and governance controls. Part of the challenge will be to enable a consistent framework, minimize duplicates and overlaps to ensure a good balance between measurement and complexity.

Compliance & Risk management

Compliance of our marketing content and media campaigns is spread across three main area: Privacy, Patient Safety and Data Security. To ensure that our compliance requirements are met, they will need to be fully embed into the model. The role of Governance is to be the voice of compliance in the eco-system team, working and coordinating with the experts (i.e. privacy team, legal, customer relations, security team, etc.) to ensure that any rules or requirements are transparently embed.

It is also key that our eco-system model remain focused over marketing performance criteria (creativity, reactivity, agility, fast delivery), which might imply to influence and adapt compliance policies from our compliance partners, to ensure we have an appropriate risk management balance.

Adherence to our compliance guidelines imply that we have very clear documentation and definition of rules. The definition and delivery of a training plan, including engagement with production partners and GSK business owners, will be required to ensure standards and policies are well understood. Escalations, new or specific cases will need to be addressed.

Implementation of appropriate controls, process reviews, and make sure the integration suits the overall model to ensure a fair right risk management balance. Continuous improvement will be a key aspect so we can leverage pilot project to feed our guidelines with best practices and case studies to ensure efficiency and avoid recurring issues (i.e. 3rd parties use, privacy model, etc.). Switch compliance to a competitive advantage and map with our marketing objectives: Privacy to drive consumer trust, patient safety to drive consumer engagement and data collection, security to drive technical performance.

The main activities of this role are:

  • Digital governance program management, from definition to delivery.
  • Understand business challenges and opportunities, to create solutions which support their goals
  • Process definition: Maintain, Update and Define solutions and processes to optimize operational activities
  • Product ownership: work with agency partners as product owner to improve tools and solutions
  • Data management: Ensure we have the right system to keep our inventory data up to date and exhaustive.
  • Define global compliance guidelines for secured and compliant digital production
  • Communicate and build relationship with commercial teams to drive adoption and promote best practices.
  • Production partners relationship and performance management
  • Patient safety and adverse event management standards integration to our production model
  • Fix BAU to support more innovative programs and new solutions design

Why you?

Basic Qualifications

  • Digital or tech experience
  • Experience in processes ownership/ management
  • Clear understanding of Digital Marketing
  • Ability to build relationships and communicate with various stakeholders
  • Strengths in coordination, influence and drive to completion
  • Courage: Comfortable to take accountability and take the right decision
  • Resilience: Experience to drive programs in a complex organization and multiple stakeholders
  • Comfort with ambiguity and building capabilities/organizations with very little definition
  • AGILE experience with Scrum Methodologies' - Comfortable with principle and product ownership role

Preferred Qualifications

  • Experience in healthcare / consumer goods industry.
  • Experience with privacy / legal and regulatory aspects.
  • Technical and Web development background.

As a company driven by our values of Patient focus, Transparency, Respect and Integrity, we know inclusion and diversity are essential for us to be able to succeed. We want all our colleagues to thrive at GSK bringing their unique experiences, ensuring they feel good and to keep growing their careers. As a candidate for a role, we want you to feel the same way.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Please don't hesitate to contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. You can either call us on 0808 234 4391, or send an email

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements. For more information, please visit GSK's Transparency Reporting For the Record site.
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