Next Generation Customer Experience (Omnichannel) Manager

• 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.

• 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.

• 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

• 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

• 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.

• 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.

• 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.

• 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.

• 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

Takeda