Next Generation Customer Experience (Omnichannel) Manager

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Job Description

ORGANIZATION SUMMARY

With around 30,000 people working in approximately 70 countries Takeda is a truly global partner for better health. Takeda is dedicated to pharmaceutical innovation and tackling diseases for which there is currently no cure. We are expanding continuously into new fields of treatment and therapy. By always putting people first, we empower employees so everyone can develop to his or her full potential. We are looking for colleagues with the right skills and experiences to support us in our mission to create better health for people and a brighter future for the world.

ROLE OBJECTIVE

The Next Generation Customer Experience (NGCE) Manager is a key driver of delivering best-in-class experience and engagement for our customers, notably healthcare professionals, as well as patients, in close partnership with customer-facing representatives and internal stakeholders. This will be achieved through tailored and value-adding engagement strategies utilizing data, digital and traditional channels based on customer preferences, and anchored in fundamental customer needs. The NGCE manager will drive adoption of NGCE thinking in assigned BUs and functions while actively contributing to digital upskilling of internal stakeholders. This role requires a strategic thinker who can inspire others, focus on key priorities, and elevate organizational capabilities in line with Takeda's Leadership Behaviors.   

SCOPE

The NGCE Manager will partner with the specific brand/functional teams to develop omnichannel engagement plans for our brands, defining customer engagement journeys and designing and supporting execution of omnichannel campaigns, thereby contributing to acceleration of NGCE capability for assigned BUs in Canada. The NGCE Manager will also lead and implement above brand cross-functional projects that support NGCE capability in Canada, while contributing also as an active member of the EUCAN and wider Takeda NGCE community.

KEYACCOUNTABILITIES

• Partners with the commercial teams to develop omnichannel engagement plans for key brands, defining customer engagement journeys utilizing pull/push elements and designing omnichannel campaigns, thereby contributing to acceleration of NGCE capability for Canada
• Ensures alignment of LOC BU customer needs with EUCAN and Canada NGCE vision and strategy  
• Co-creates customer solutions across all channels for delivery of an outstanding customer experience
• Accelerates NGCE capability within assigned BU including strategy, roadmap and implementation to drive transformation as well as contributing to upskilling of internal stakeholders 
• Drives NGCE mindset shift within assigned BUs/Functions, from reactive support function to enabling proactive partner
• Drives NGCE data enrichment, including data from multiple and new sources, improving the analytical power of data to generate greater, more timely insight
• Designs robust measurements (metrics, tools) that provide insight and transparency but also enable agility
• Leverages insights to make data driven decisions, plan and steer activity.
• Recommends content functionalities (e.g., tagging, dynamic content, modular content etc.) to maximize the campaign impact. 
• Anticipates, measures and consolidates customer needs and future trends, drawing up solutions based upon deep insights
• Stays apprised of digital innovations and new trends; identify opportunities and gaps
• Continuously improves & simplifies our internal processes e.g. events and campaign management, to increase NGCE adoption and agility.
• Leads or supports implementation of complex cross-functional projects and capability building, e.g. for relevant digital products or services as aligned with NGCE Lead and team.

In addition to the specific duties above the NGCE Manager will also be responsible for the following:

• To evolve and underpin a customer-centric NGCE operating model that delivers true customer value and commercial excellence, integrating novel channels with more traditional channels to build a harmonized, on-going, value-added dialogue with the customer
• Elevate capabilities through upskilling of brand teams and individuals, best practice sharing, and engagement across all levels of the business to drive sustained behavior change.
• Enable Takeda Canada’s recognition as industry pioneers in engagement through non-human triggered channels by benchmarking against top pharma and non-pharma customer experience innovations.

SKILLS AND LEADERSHIP CAPABILITIES

Leadership

• Pro-actively identifies business needs, formulates solutions for problems and executes with minimal supervision
• Continuously prioritizes and aligns workload to key priorities for Canada and DD&T organization with the support of NGCE Lead

Technology & data

• Champions agile, innovative and data-driven mindset across internal stakeholders how to best generate, use and share data
• Demonstrate strong understanding of the technology backbone and marketing technology relevant to NGCE
• Leverages multiple digital tools and platforms to capture information
• Uses digital technology to improve customer experience and retention, connects channels and data to become truly omnichannel
• Demonstrates deep understanding of data privacy regulations, including key trends

Interaction Excellence

• Communicates complex information and concepts succinctly and persuasively
• Knows their audience, effectively articulates their thoughts with the end user in mind
• Uses storytelling effectively to communicate data insights in a digestible way and in alignment with strategic narrative
• Achieves actionable results through the effective sharing of insights with colleagues and clients.

Problem Solving and Decision Making

• Cuts through complexity to identify core insights that are valuable to the business
• Defines complex issues clearly despite incomplete or ambiguous information
• Asks the right questions to assess issues from multiple angles
• Collects and integrates inputs and expertise to get an informed view and make timely decisions
• Identifies root causes of problems, recognises the consequences and implications of different options.

Collaboration

• Builds partnerships with functions and regional franchise teams to deliver integrated NGCE solutions
• Educates and socialises NGCE with relevant stakeholders
• Builds and maintains strong, mutually supportive relationships
• Shows tact and diplomacy in challenging inter-personal situations, demonstrating persistent commitment to group/team success.

Innovation

• Identifies opportunities for innovation based upon analysis to create added value
• Continually assesses the market potential of new and unique ideas or solutions
• Keeps up to date with technology development and digital trends beyond the industry
• Pushes past the status quo to introduce new ways of looking at issues
• Encourages and builds upon new ideas and solutions offered by others.

PREFERRED EXPERIENCE AND EDUCATION

• University degree (preferably in Science, Business Management, Marketing, Digital or related field)
• 6+ years of experience in complex, cross-functional team environment, preferably from biopharma or related healthcare industry
• High level of integrity, and alignment with Takeda leadership behaviors.
• Profound curiosity, consistently strong growth mindset, and track record of innovation.
• Exceptional stakeholder management and influencing skills, with track record of leading change.
• Deep experience in omnichannel/digital marketing, brand marketing, or related field, ideally in healthcare/pharmaceuticals, and with creative agency experience a significant advantage.
• Strong knowledge of marketing and sales processes and excellence, as well as skills, governance practices to drive specific outcomes
• Experience with HCP journeys, developing journey maps and personas, and deploying effective omnichannel campaigns with positive impact on customer experience, including hands-on experience with campaign management (e.g. Salesforce Marketing Cloud) and CRM technologies (e.g. Salesforce or Veeva)
• Hands-on experience with content strategy, designing connected content, and digital customer touchpoints that result in positive customer experiences, including agency partnering.
• Demonstrated understanding of the digital landscape both in healthcare and beyond, underpinned by sufficient high-level technical understanding to assess ideas and plans
• Project Leadership/Management and understanding/practice of agile methodologies
• Strong analytical and problem-solving skills, with the ability to use data and insights to drive decision making and deliver tangible outcomes.
• Knowledge of compliance requirements and implications for building materials, communications and campaigns
• Fluent in English, written and spoken; fluency in French, an asset

Location:

This is a hybrid role based at the Toronto head office, with a minimum of 40% on-site requirement.

Takeda Canada encourages applications from all qualified candidates. In accordance with our accommodation policies and applicable provincial accessibility legislation, please advise us if you need accommodation in order to participate in the recruitment process. Any information you provide relating to accommodation will be addressed confidentially.

Locations

Toronto, Canada

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time