Next Generation Customer Experience (Omnichannel) Manager
Toronto, Ontario Job ID R0183052 Category Data, Digital and Technology Subcategory Data, Digital and Technology,Data, Digital and Technology Business Unit Global Portfolio Division Job Type Full timeBy clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use. I further attest that all information I submit in my employment application is true to the best of my knowledge.
Job Description
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.
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.
Key Accountabilities:
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
To lead Takeda Canada to be considered industry leaders in engagement through remote channels by benchmarking performance against leading pharma and non-pharma customer-experience innovation.
Project Management
to provide a key link between BUs and external providers, upskilling brand teams and individuals and sharing proven practices across the wider business
to engage with all levels of the business, driving a sustained change in behavior
to display leadership in projects and implementation without direct line authority
Skills & Leadership Capabilities:
Leadership
Pro-actively identifies business needs, formulates solutions for problems and executes with minimal supervision
Continiously 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)
8+ years experience working with and leading cross functional teams, preferably with experience 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 (eg SFMC) and CRM technologies (eg SFDC 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
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
Toronto, CanadaBase Salary Range:
$115,000.00 - $158,400.00The 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
