Omnichannel Engagement Lead CH

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Job Description

People First - At Takeda we are dedicated to improving the health and well-being of all people and bringing them the hope of a brighter future. It is our passion that transforms every job into meaningful action. Our people are the heart of Takeda.

Our team is growing and for this we need bright minds with creativity and flexibility – what talent do you have?

We are currently hiring for a

Omnichannel Engagement Lead CH (all genders)

full-time contract for our Zurich local office.

The OCE Lead has the responsibility to build and develop the Swiss LOC Omnichannel vision, mission/aspiration and agenda as well as coordinate the efforts by which this agenda will be operationalized. The OCE Lead will ensure a truly customer/patient centric Omnichannel strategy for Takeda’s brands is developed and rolled-out thus driving Takeda’s aspiration to lead in addressing customers/patients’ unmet needs. The OCE Lead will therefore drive truly omnichannel approaches beyond traditional digital solutions and drive the design and roll-out of tangible deliverables such as digital playbooks for executing campaign and strategies across brands and assets’ lifecycle phases.

Furthermore, the OCE Lead will drive commercial growth targets of the Swiss 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 accomplished by embedding and institutionalizing key digital capabilities and supporting a comprehensive cultural transformation to a more nimble, innovative and data-driven mindset within the company in partnership with the Swiss LOC Leadership Team, Business Units Heads, I&A Team and Europe regional OCE and I&A stakeholders (regional level).
The successful applicant will be tasked with delivering an outstanding level of experience to patients and providers alike, by uncovering customer needs, co-creating customer solutions through digital, identifying and developing digital capabilities and establishing transformative partnerships and exploring new business models.

This work will require close cross-functional collaboration with key functions such as Business Units (commercial), Medical, I&A as well as the ability to create and work in a liquid organization beyond geographical boundaries. The role will work closely with the OCE and I&A Communities across the Region, represent the Swiss LOC in the Regional OCE forums and work with related for shared initiatives and innovation programs.

Your tasks in detail:

• To co-develop, lead and implement an innovative and “time to impact” digital strategy including OCE, Digital Health Solutions, data, infrastructure, training and culture to drive next generation engagement, value-added services to all customer targets and cultural change towards a digital mindset.
• Grow digital capabilities (available modules (capabilities, readiness to implement them, utilization, best practice sharing across the Cluster and beyond), as well as inspire with digital innovations for Swiss LOC projects in many different fields (new channels, new methods, 360° solutions, interfacing with existing workflows and systems...)
• Engage and build relationships with field and commercial teams as well as I&A team to maximize digital impact, creating lightweight digital tools as part of projects and advocate data-driven mindset (how to use data, generate data, share data)
• Develop an agile digital organization able to work in a fluid way and focused on impact, beyond any national boundaries
• To deliver a new, truly customer/patient-centric Customer Engagement strategy to drive innovation and differentiation through an integrated and cross-functional approach, ensuring top standards work in terms of quality and regulatory requirements
• To partner with country Business Units (and Therapeutic Areas leads), compliance and DPO teams and management to ensure that a robust digital strategy is in place and that the appropriate organizational resources have been allocated for successful implementation
• To implement a strong digital governance model that drives line-of-sight alignment to the local level and provide feedback loops for further optimization, while ensuring adherence to goals for training, business process improvement, innovation & metrics
• To regularly interact and align with Region and other Takeda’s LOC to co-create the digital strategy, lead and share insights on rollout and execution of initiatives and projects.

Your Accountabilities:

• To lead the strategy, implementation and execution of omnichannel engagement initiatives at Takeda Switzerland and serve as a key stakeholder in the EUCAN (Europe/Canada) OCE Community.
• Partner with commercial teams (Business Unit Heads, Therapeutic Area (TA) Leads, Brand Customer Managers (BCM) and Key Account Managers (KAM) to develop omnichannel engagement plans for all brands, defining customer engagement journeys and designing omnichannel campaigns that meets overall needs of target customer/user groups and internal stakeholders.
• Drive and measure the adoption of available OCE tools, methods and insights for customer-facing excellence within Takeda Switzerland.
• Dotted-line management of OCE team to drive successful execution and implementation of OCE strategies.
• Establish ‘excellence’ in omnichannel working practice throughout the Swiss business.
• Lead the learning and behaviour change internally to create ‘omnichannel culture.’
• Lead Takeda Switzerland to be considered industry leaders in engagement through remote channels (hybrid channels) by benchmarking performance against leading pharma and non-pharma customer-experience innovation.
• Be seen as a Global organizational center of best practice, support and guide affiliates to benefit the whole organization through evolution, efficiency and transfer of project success across multiple LOCs / BUs.
• Advance the omnichannel engagement capability by enabling the technology digital backbone, such as CRM, EDB, Marketing Automation and other digital tools
  
• Utilize internal data to provide commercial, medical and market access teams with timely and accurate reporting
• Collaborate with local and regional digital partners to deploy platform enhancements
• Provide access and training of users for optimal use of the platforms
• Partner with I&A and L&D teams to ensure optimal collection of data and insights from platforms
• Drive technology adoption via a user-centric approach and enterprise view
• Collaborate with legal and data privacy teams to ensure compliance of Swiss and Takeda data privacy policy
• Continue to explore ways to improve the ways of working to drive efficiency and value to end users
• Collaborate with the I&A team to lead the overall process and governance of sales force effectiveness (SFE) initiatives including territory design, sales force sizing, incentive compensation, segmentation, sales reporting and analytics, and ROI analyses
• To expand Takeda’s data-driven decision-making capability and plays a critical role in the Swiss data governance model.
• Effectively integrate data from multiple sources to enable accurate, reliable and timely analytics
• Supports data owners and stewards to ensure proper data access, data cataloging, data quality, and user adoption
• Interpret the SFE analytics to inform management and key stakeholders on the evolution of the customer model.
• Accountable for sales incentive and award plans, and IC governance, process and administration, by collaborating with I&A, HR and sales management team

Your profile:

• University degree or related Master’s degree preferred
• 8+ years experience working with and leading cross functional teams, Pharma industry experience an asset
• Senior people manager/leader
• Proven operational and strategic leadership including business transformation/evolution/driving change
• Extensive experience in designing and deploying effective omnichannel digital customer strategies in complex organizations with senior facing responsibilities that have demonstrated positive impact on customer experience (in pharma or other industries)
• Project Leadership/Management
• Demonstrable understanding of the digital landscape both in healthcare and beyond, underpinned by enough high-level technical understanding to assess ideas and plans
• Demonstrable business impact of digital initiatives, through organizational metrics, revenue, profit or cost-cutting initiatives
• Multi or omnichannel design and implementation
• Understanding of the healthcare regulatory environment
• Proven aptitude for working across commercial and technology disciplines
• Proven experience in marketing automation / interactive marketing methodologies and operational processes result in positive customer experience
• Deals well with ambiguity, complexity, change, agile way of working.
• Knowledge of marketing and sales processes, skill, governance practices to drive specific outcomes
• Knowledge of compliance requirements and implications for building materials, communications and campaigns
• Understanding of digital eco-system and key platforms, with some hands-on experience in key channels (eg. CRM, SFMC, Approved email, Veeva Engage, marketing automation)
• Experience in conducting strategic briefs and work closely with agency partners for content creation and approval
• Significant country operational experience required, multi-country experience highly desirable; above Country experience a significant plus

Key Skills, Abilities, And Competencies

• 
  Strong communicator
• Problem solving ability/mentality
• Inquisitive/questioning
• Cross-functional collaborator
• Prepared to challenge accepted thinking/current methods
• Proven understanding of product launch and product commercialization processes
• Team and leadership skills
• Project Management and facilitation skills
• Focused curiosity to identify an improved way of working
• Excellent interpersonal skills
• High level of analytical skill and problem-solving ability
• Strong expertise in CRM and BI platforms
• Proven, deep experience in SFE as well as advanced Excel and PowerPoint knowledge
• Knowledge in advanced analytics, PowerBI, Datameer, Databricks an asset
• Proven vendor and/or project management experience

Empowering our people to shine

At Takeda, we earn the trust of society and our customers through our values of Takeda-ism: Integrity, Fairness, Honesty, Perseverance. We incorporate these values in everything we do. They represent who we are and how we act. They help us make decisions that we can be proud of today and in the future. We enable our employees to develop their full potential. As a global top employer, we offer exciting career paths, promote innovation and strive for top performance in everything we do. Takeda fosters an inclusive, collaborative and international work environment where our teams are united by their relentless commitment to our goal of improving people’s health and creating a better future for the world. Learn more at takedajobs.com.

Diversity, Equity and Inclusion

Here, everyone matters and you will be a vital contributor to our inspiring, bold mission. At Takeda, you will make an impact on people’s lives – including your own.

Takeda is an equal opportunity employer - At our heart are committed colleagues. We offer interested people numerous opportunities and strongly believe in, and promote, diversity, equity and inclusion. As a company we offer roles based on merit, welcoming candidates of any gender, age, religious belief, race, ethnic origin or disability.

If you are interested in this opportunity, we look forward to receiving your application via our online tool!

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