Takeda Pharmaceuticals Looking for Next Generation Customer Experience Lead at Ontario Full Time

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Job Description

KEY JOB ACCOUNTABILITIES:

As a NGCE Lead working on the DD&T department , you will be empowered to:

• Shapes localized NGCE vision and strategic roadmap, and ensures flawless execution of priorities in line with DD&T, OCE CoE and Canadian business context.

• Drives exceptional collaboration with business partners in LOC and EUCAN to integrate data- & insights-driven omni-channel engagement in brand planning process and deliver best-in-class experience for external and internal customers.

• Liaises closely with Data & Insights Lead and DD&T team to standardize, govern and effectively leverage customer domain data, CRM and other OCE-related technology.

• Enables continuous improvement of NGCE capabilities and boosting of individual learning journeys in Canada in close coordination with Learning & Development, Business Operations, and EUCAN region.

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

• Adapts and executes the OCE strategy (e.g., objectives, target customers) defined by OCE CoE (e.g., drive LOC cross-functional customer engagement strategy with BUs )

• Drives insight generation from local OCE ecosystem to optimize customer experience and streamline operations at scale (incl. content excellence, CampOps) by defining pilots, roadmaps, responsibilities etc.

• Supports the standardization and harmonization of customer domain data (CRM, OCE etc)

• Coordinates closely with Tech Partner to ensure local OCE tools and platforms (including CRM) in the LOC are aligned at LOC level and globally.

• Ensures compliance and alignment of the Canadian CRM with industry regulations in partnership with E&C.

• Supports process-mapping as required for flawless execution of NGCE activities.

Leadership

• Consistently lives and models Takeda-ism, PTRB, and leadership behaviors as member of Canadian DD&T Leadership Team.

• Leads Canada OCE Managers and Operational Excellence Manager, managing performance, and serving as coach for wider team to empower our people and embed NGCE mindset.

• Serves as Ambassador and thought leader for NGCE to enable best practice and innovation in LOC and EUCAN.

• Drives cross-functional engagement with relentless internal and external customer focus.

Decision-making and Autonomy

• As part of Canadian DD&T Leadership Team, provides insights and guidance to inform and/or make decisions related to NGCE/digital.

• Manages OCE expense budget as set together with DD&T Head and Finance.

• Defines and manages NGCE-specific performance metrics in coordination with DD&T/BusOps.

Interaction

• Partners closely with Commercial and Medical to identify needs at customer level through brand and launch planning; helps develop, implement and track impact of solutions.

• Serves as integral member of DD&T team in support of cross-functional coordination.

• Orchestrates priorities and activities from EUCAN OCE CoE across key Canadian therapy areas and brands, and acts as bridge to brand managers as well as sales force.

• Supports NGCE capability building and NGCE/digital learning journey for own team and relevant business partners in coordination with L&D and business partners.

• Supports the EUCAN OCE leads and provides local input on future of customer experience and personalization of interaction.

Innovation

• Leads successful execution of strategic innovation initiatives related to NGCE, e.g. TakedaConnect.

• Coordinates closely with DD&T team and business partners to identify and prioritize potential technology or process-based solutions to address customer needs.

• Facilitates “outside-in” mentality for awareness of relevant trends and developments inside and outside pharmaceutical industry.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS

• Bachelor’s degree, and/or min. 5 years of experience in multi-channel marketing with hands-on knowledge of digital tactics, campaigns and OCE journeys

• Exceptional people, collaboration and leadership skills.

• Outstanding influencing and communication skills with proven track record of managing complex set of stakeholders at local and regional levels in global organization.

• Relentless focus on customer excellence and value-added partnering with brand teams and medical to design and deliver holistic customer experience.

• Robust organizational skills, project management skills, and ability to prioritize.

• Fundamental understanding of, and interest in, data and analytics.

• Successful track record in digital marketing in pharma, e.g. experience in pull-through of global journey & campaign blueprints to local markets as well as capability building

• In-depth knowledge and understanding of digital, channels, platforms, ecosystem and strong awareness of latest development/innovations in digital marketing

• Working knowledge and experience with Canadian healthcare data.

• Experience with design thinking as well as Agile or similar methodologies an advantage.

• Bi-lingualism (EN/FR) an advantage.

Locations

Toronto, Canada

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time