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Manager | non-line Manager | Omni-Channel Effectiveness Group, HP Operations Division

Role Purpose:

 

  • The Omni-channel Effectiveness Group Manager drives a new level of customer centricity and customer engagement through promotion of excellence in the design, development, execution & analysis of omni-channel effectiveness in partnership with brands and business units.  This individual plays a key role in providing an exceptional omni-channel effectiveness as the lead to help the business identify & act on opportunities to provide a more seamless customer experience. 
  • The OCE contributes to the development of the integrated customer plan (tactical) in close collaboration with the business and Human Pharma Operations.  The OCE leads the omni-channel campaign planning process working collaboratively across functions.
  • Working as a valued business partner, this role has a significant contribution towards executing Boehringer Ingelheim’s omni-channel strategy through the co-development of customer journeys & translating them into a connected experience across online & offline channels.  With their sound knowledge of digital operations & digital marketing, this position supports the optimization of digital content through adoption of innovative and best practice processes and tools.

 

 

Key Job Accountabilities:

 

This role ensures the seamless customer experience across channels by supporting the end-to-end process from ICP to campaign execution and measurement.  If successful, this role will have a key contribution to ensuring that the right content is delivered through the right channel to the right customer segment to optimize the customer experience.

 

  • Based on deep understanding of brand strategy, contribute effectively to integrated customer planning & execution and customer engagement strategy development in early assets.
    • As a core team member to assigned therapeutic areas, collaborate closely with asset teams to plan, and execute integrated customer plan.
    • Work effectively with Strategy & Insights department & within Customer Experience Excellence to support the business in deriving actionable customer insights based on channel engagement and performance analysis to inform the omni-channel engagement plan.
    • Understand IAP & ICP planning approach & process to be a valuable customer centric contributor.

 

  • Identify opportunities for omni-channel campaigns or optimize omni-channel engagement to enhance customer experience linked to business goals.
    • Lead omni-channel campaign planning & development & execution by partnering with the business & supporting operational functions to plan & execute omni-channel campaigns based on customer insights and needs.
    • Support key operations such as content management, content production, campaign tracking, next best action & campaign analytics for successful implementation
    • Contribute as a valued business partner with digital marketing expertise towards development of business omni-channel engagement strategy and building of new digital engagement channels with customer experience as top of mind.
    • Actively contribute to ICP planning to shape customer engagement plan using data & insights.

 

  • Optimize channel & content performance.
    • Work closely with cross functional team applying UX design principles in the form of best practice guidance to both channel & content to drive performance.
    • Lead the development of relevant campaign metrics that enable cross functional evaluation of campaign and channel performance.
    • Collaborate with analytics colleagues to evaluate omni-channel reports and develop business relevant insights and actions.
    • Lead cross functional campaign performance review meetings to identify opportunities to optimize engagement in near time.

 

  • Collaborate with cross-functional teams to define & improve core capabilities to enable omni-channel engagement.
    • Understand core omni-channel processes & platforms to act as point of contact for business to support smooth and compliant operations.
    • Act as an ambassador for core omni-channel processes including campaign planning, editorial/content planning, content tagging, digital production & adoption of best-in-class digital engagement.
    • Identify & apply best in industry practices for omni-channel engagement by staying on top of current trends and competitive approaches.
    • Partner with the business to develop robust business requirements to inform channel improvements.

 

 

Key Contacts:

 

The position would have various touch points across all levels including senior leadership, within Boehringer Ingelheim.    This position will work across a matrix organization and as a change agent, will need to effectively influence without authority.

 

  • Report to Head of Omni-Channel Effectiveness Group, Customer Experience Excellence Department, Human Pharma Operations Division

 

  • Interaction with stakeholders:
    • Roles within Omni-Channel Effectiveness Group, Customer Experience Excellence Department, Human Pharma Operations Division
    • Respective Business Units
    • Brand Marketing, TA, Medicine teams
    • Legal & Compliance
    • Global counterparts
    • External suppliers

 

 

Qualifications:

 

<Background / Knowledge>

 

  • Prior experience in Digital Marketing or Product Marketing

 

  • Demonstrable experience with knowledge and experience of:
    • Design, planning & delivery of omni-channel and / or digital marketing campaigns
    • Website development including content management
    • Email marketing campaigns including campaign management system(s)
    • Measuring & reporting on campaign analytics & KPIs
    • Modern web / digital design & UX principles
    • Experience implementing CRM-driven marketing campaign automation process & platforms
    • Project management (knowledge of Agile / Lean / Scrum is a plus)

 

  • Understanding of the key channels, digital platforms for customer engagement planning & execution

 

  • Deep knowledge of Global ICP planning requirements

 

  • Strong experience in managing process and leveraging data & insights.

 

  • Education: bachelor’s or master’s degree

 

<Skills>

 

  • Ability to articulate requirements clearly.

 

  • Strong stakeholder management, negotiation skills, influencing without authority.

 

  • Prioritization skills

 

  • Excellent communication skills both in Japanese and in English
    • Japanese: Fluent/Native
    • English: Fluent (CEFR B1)

 

 

Recruiter：Inoue

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