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 functionsWorking 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 toolsKey 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 planWork 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 planUnderstand 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 needsSupport 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 mindActively 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 performanceLead the development of relevant campaign metrics that enable cross functional evaluation of campaign and channel performanceCollaborate with analytics colleagues to evaluate omni-channel reports and develop business relevant insights and actionsLead 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 operationsAct as an ambassador for core omni-channel processes including campaign planning, editorial/content planning, content tagging, digital production & adoption of best-in-class digital engagementIdentify & apply best in industry practices for omni-channel engagement by staying on top of current trends and competitive approachesPartner with the business to develop robust business requirements to inform channel improvementsKey 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 DivisionInteraction with stakeholders:Roles within Omni-Channel Effectiveness Group, Customer Experience Excellence Department, Human Pharma Operations DivisionRespective Business UnitsBrand Marketing, TA, Medicine teamsLegal & ComplianceGlobal counterpartsExternal suppliersQualifications:Prior experience in Digital Marketing or Product MarketingDemonstrable 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 & executionDeep knowledge of Global ICP planning requirementsStrong experience in managing process and leveraging data & insightsEducation: bachelor’s or master’s degreeAbility to articulate requirements clearlyStrong stakeholder management, negotiation skills, influencing without authorityPrioritization skills Excellent communication skills both in Japanese and in EnglishJapanese: Fluent/NativeEnglish: Fluent (CEFR B1)Recruiter：InoueOur CompanyWhy Boehringer Ingelheim?With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.Want to learn more? Visit https://www.boehringer-ingelheim.com