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Omni Channel Engagement Manager

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Job ID R0056965 Date posted Feb. 17, 2022 Location Toronto, Canada

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Job Description

Primary Duties

The Omnichannel Engagement Manager will contribute to the commercial growth targets of the Canada product portfolio through the measurable increase in the acceptance and engagement of our target user group (healthcare professionals, patients, customer -facing representatives, internal stakeholders).

This will be achieved by the delivery of value adding, tailored engagement as perceived by the customer/patient, and the primary duties of the the Omnichannel Engagement Manager will be focused on:

  • Partnering with the commercial teams to develop omnichannel engagement plans for our brands, defining customer engagement journeys and designing omnichannel campaigns, thereby contributing to acceleration OCE capability for Canada
  • Creating insights from available data sources to inform campaign/channel design and report on campaign outcomes
  • Designing robust measurements (metrics, tools) that provide insight and transparency but also enable agility
  • Designing of channels to meet overall needs of target customer/user groups and internal stakeholders
  • Engaging internal stakeholders to ensure understanding/alignment with brand strategy and objectives and embed omnichannel working practices
  • Support the CRM Manager in identifying new system requirements and process improvements to make campaign automation more effective and efficient
  • Define campaign metrics and KPIs, translating results into insights and learnings
  • Supporting learning and behaviour change internally to create ‘omnichannel culture’
  • ‘Course correction’ and constant evolution of strategy
  • Stay apprised of digital innovations and new trends; identify opportunities and gaps
  • Owns customer data and privacy related programs

Responsibilities

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

  • To establish ‘excellence’ in omnichannel working practice throughout the Canadian business.
  • To evolve and underpin a customer-centric omnichannel 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.
  • To be seen as a Global organisational centre of best practice, support and guide affiliates to benefit the whole organisation through evolution, efficiency and transfer of project success across multiple LOCs / BUs.
  • To ensure alignment with EUCAN priorities and resources – including involvement in developing the OCE engagement plan and active role with the OCE sub-community
  • 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
  • Link to I&A data team, ensuring they are providing appropriate support for SMILE CRM usage
  • Utilize SMILE CRM data to provide commercial, medical and market access teams with timely and accurate reporting pertaining to campaign metrics
  • Management of data support & insight

Education and Experience Requirements

  • University degree (preferably in Computer Science, Business Management, Marketing, Digital or related field)
  • 8+ years experience working with and leading cross functional teams and Retail, Banking, Technology, Multimedia, Digital and Food industry experience will be an asset
  • Operational and strategic leadership including business transformation/evolution
  • Proven aptitude for working across commercial and technology disciplines
  • Proven experience in marketing automation / interactive marketing methodologies and operational processes
  • Proven, experience in user centered design thinking, content strategy and designing connected content, and designing digital customer touchpoints that result in positive customer experiences
  • Proven hands-on experience with campaign management (eg SFMC) and CRM technologies (eg SFDC or Veeva)
  • Demonstrable understanding of the digital landscape both in healthcare and beyond, underpinned by enough high-level technical understanding to assess ideas and plans
  • Knowledge of marketing and sales processes, skill, governance practices to drive specific outcomes
  • Knowledge of compliance requirements and implications for building materials, communications and campaign
  • Understanding of Takeda's digital eco-system and key platforms, with some hands-on experience in key channels (eg.CRM, Approved email, Veeva engage, marketing automation)
  • Experience in conducting strategic briefs and work closely with agency partners for content creation and approval
  • Experience in architecting campaign journeys, developing journey maps and personas
  • Extensive experience in deploying effective omnichannel campaigns that have demonstrated positive impact on customer experience

Desired Experience

  • Project Leadership/Management
  • Understanding/practice of agile methodologies
  • UX/ CX Design
  • Content Strategy
  • Ownership of financial budgets
  • Brand marketing
  • Digital Marketing
  • Understanding of the healthcare regulatory environment preferred

Key Skills, Abilities, and Competencies

  • Strong communicator
  • Problem solving ability/mentality
  • Inquisitive/questioning
  • Cross-functional collaborator
  • Prepared to challenge accepted thinking/current method

Complexity and Problem Solving

  • Minimum direction and support required with day-to-day job responsibilities, including management of external partners/vendors, data storage, user training/support, and monitoring of KPIs.
  • Develops solutions for larger projects and for development of new reports/tools

Internal and External Contacts

Internal –  Business Unit Directors, Head of Customer Excellence, OCE Lead, I&A Lead, Head of Digital & IT, Marketing, Sales Managers, Sales Force, EUCAN Communities

External – Industry partners, suppliers, consultants.

As a result of the COVID-19 pandemic and the need to strengthen and promote health protection within Takeda, employment is conditional upon the ability to provide authorized proof of full COVID-19 vaccination status, at least 14 days prior to starting employment with Takeda.  Takeda acknowledges its obligations under the applicable human rights legislation and will comply with its duty to accommodate in appropriate cases.

Locations

Toronto, Canada

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time
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