Next Generation Customer Experience Lead

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

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

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 )
• Supports process-mapping as required for flawless execution of NGCE activities.
• 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.
• 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.
• Ensures compliance and alignment of the Canadian CRM with industry regulations in partnership with E&C.

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

• Manages OCE expense budget as set together with DD&T Head and Finance.
• As part of Canadian DD&T Leadership Team, provides insights and guidance to inform and/or make decisions related to NGCE/digital.
• Defines and manages NGCE-specific performance metrics in coordination with DD&T/BusOps.

Interaction

• Supports the EUCAN OCE leads and provides local input on future of customer experience and personalization of interaction.
• Serves as integral member of DD&T team in support of cross-functional coordination.
• 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.
• Supports NGCE capability building and NGCE/digital learning journey for own team and relevant business partners in coordination with L&D and business partners.
• 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.

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

• Working knowledge and experience with Canadian healthcare data.
• Experience with design thinking as well as Agile or similar methodologies an advantage.
• Robust organizational skills, project management skills, and ability to prioritize.
• Relentless focus on customer excellence and value-added partnering with brand teams and medical to design and deliver holistic customer experience.
• Fundamental understanding of, and interest in, data and analytics.
• Outstanding influencing and communication skills with proven track record of managing complex set of stakeholders at local and regional levels in global organization.
• Bi-lingualism (EN/FR) an advantage.
• 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.
• 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

Locations
Toronto, Canada
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time