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 implementationContribute 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 DivisionRespective Business UnitsBrand Marketing, TA, Medicine teamsLegal & ComplianceGlobal counterpartsExternal 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 campaignsWebsite development including content managementEmail marketing campaigns including campaign management system(s)Measuring & reporting on campaign analytics & KPIsModern web / digital design & UX principlesExperience implementing CRM-driven marketing campaign automation process & platformsProject 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 EnglishJapanese: Fluent/NativeEnglish: Fluent (CEFR B1)

 

 

Recruiter：Inoue