Next Generation Customer Experience (Omnichannel) Manager

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Job Description

ROLE OBJECTIVE

The NGCE Manager drives next generation customer experience for healthcare professionals and patients by developing and implementing data driven, omnichannel engagement strategies in partnership with cross-functional business partners. The role blends data-driven customer journey planning, digital expertise, and cross functional collaboration to elevate customer value and enable organizational transformation.

KEY ACCOUNTABILITIES

• Partner with cross functional teams to design and optimize data-driven and AI enabled omnichannel customer journeys.
• Ensure local customer needs and insights are reflected in IBU and Canada NGCE strategies.
• Cocreate scalable, insight driven customer solutions across digital, field, and traditional channels.
• Build NGCE capability by upskilling teams in omnichannel customer engagement fundamentals (Customer journeys, campaign thinking, digital channels, digital channel effectiveness & content best practices, automated and/or ai enabled customer engagement workflows).
• Design and implement frameworks to accelerate personalization and improve digital channel effectiveness.
• Promote a proactive, insight led NGCE mindset within BUs and functions.
• Strengthen data, identity, and consent foundations to support compliant personalization and richer insights.
• Define clear KPIs and use automated measurement to drive continuous optimization.
• Translate AI‑powered analytics into actionable decisions for journey, content, and channel performance.
• Advance modular content, smart tagging, and dynamic content approaches to improve relevance and efficiency.
• Anticipate customer needs and emerging digital trends to recommend innovative experience enhancements.
• Simplify and modernize internal workflows using automation to improve speed and agility.
• Support digital initiatives, pilots, and capability building programs with cross functional partners.

SKILLS AND LEADERSHIP CAPABILITIES

Leadership

• Proactively identify business needs, generate solutions, and execute with minimal supervision.
• Prioritize and align workload to Canada and DD&T priorities, adapting quickly as needs evolve.

Technology & Data

• Champion an agile, innovative, and data driven mindset across teams, including effective use of AI.
• Demonstrate strong understanding of NGCE relevant marketing and data technology ecosystems.
• Use digital tools and integrated data to create seamless, connected omnichannel experiences.
• Apply strong knowledge of privacy, consent, and emerging regulatory trends when designing digital and AI enabled solutions.

Interaction Excellence

• Communicate complex information clearly and persuasively, tailored to the audience.
• Use compelling storytelling to translate data and AI generated insights into actionable recommendations.
• Share insights effectively to drive aligned, practical decision making across stakeholders.

Problem Solving & Decision Making

• Reduce complexity to identify insights and define issues clearly, even with incomplete information.
• Ask the right questions, integrate diverse inputs, and make timely, well-informed decisions.
• Assess options thoughtfully, understanding root causes and implications.

Collaboration

• Build strong partnerships across functions and regions to deliver integrated NGCE solutions.
• Educate and socialize NGCE ways of working, supporting others through change.
• Navigate challenging situations with tact and a commitment to team success.

Innovation

• Identify opportunities for value creating innovation grounded in analysis and customer needs.
• Continuously scan digital, AI, and broader technology trends to anticipate future possibilities.
• Challenge the status quo and encourage experimentation and new ideas from others.

PREFERRED EXPERIENCE AND EDUCATION

• University degree in Science, Business, Marketing, Digital, Data, or related field.
• 6+ years of experience in cross‑functional roles, ideally within biopharma or healthcare.
• Proven integrity, strong growth mindset, and track record of innovation and change leadership.
• Strong stakeholder management, communication and influencing skills.
• Strong analytical and problem‑solving skills, with the ability to use data and AI‑generated insights to guide decisions.
• Deep experience in omnichannel or digital marketing, including HCP journeys, journey mapping, and campaign execution.
• Hands‑on experience with CRM and campaign platforms (e.g., SFMC, Veeva) and working with creative or digital agencies.
• Strong understanding of content strategy modular/connected content, and digital customer touchpoints.
• Solid grasp of the digital and AI landscape, including high‑level technical understanding to assess solutions.
• Experience with agile project management and leading cross‑functional initiatives.
• Knowledge of compliance, privacy, and governance considerations for digital content and campaigns.
• Fluency in English, both in oral and written communication – English/French bilingualism is an asset.

Location: Toronto, Canada – Hybrid: Minimum 40% in office

This job posting is for an existing vacancy.

Takeda may use additional Talent Acquisition technologies and artificial intelligence to support the recruitment process, including video interviewing. Artificial intelligence will be used to support, but not solely determine, applicability for a specific position.

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

Base Salary Range:

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Canada based employees may be eligible for a comprehensive range of benefits and incentives. Benefit eligibility varies by position and can include, amongst others:

• short-term and/or long-term incentives

• subsidies for fitness and internet

• medical, dental, and vision insurance

• basic life and accidental death and dismemberment (AD&D) insurance

• participation in the Registered Retirement Savings Plan (RRSP); company match into a Deferred Profit-Sharing Plan (DPSP) (if eligible)

• short-term and long-term disability coverage

• annual vacation entitlement; additional paid time off and company holidays

• a tuition reimbursement program

• a variety of well-being benefits

Les collaborateurs basés au Canada peuvent, selon leurs postes, bénéficier d’un ensemble complet d’avantages sociaux. L’éligibilité à ces avantages varie selon le poste, et peut inclure:

• des primes ou dispositifs d’intéressement à court et/ou long terme,

• des subventions pour les abonnements sportifs et abonnements internet

• une assurance santé incluant la prise en charge des frais médicaux, dentaires et optiques

• une assurance vie de base ainsi qu’un assurance en cas de décès ou de mutilation accidentels (AD&D)

• une participation au Régime enregistré d’épargne-retraite (REER) ; contribution équivalente de l’entreprise dans un régime de participation différée aux bénéfices (RPDB) (si admissible)

• une couverture en cas d’incapacité de travail temporaire ou prolongée

• un droit à congés payés annuels, avec jours de vacances, jours de récupération et jours fériés spécifiques à l’entreprise

• un programme de remboursement des frais de scolarité

• une variété d’avantages liés au bien-être

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