Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
The Next Generation Customer Experience (NGCE) Manager is responsible for delivering best-in-class customer engagement strategies for healthcare professionals and patients, utilizing data, digital, and traditional channels. This role drives the adoption of NGCE thinking within assigned business units and functions, contributing to the digital upskilling of internal stakeholders.
Responsibilities
- Partner with commercial teams to develop omnichannel engagement plans for key brands, defining customer engagement journeys and designing omnichannel campaigns.
- Ensure alignment of local business unit customer needs with EUCAN and Canada NGCE vision and strategy.
- Co-create customer solutions across all channels for an outstanding customer experience.
- Accelerate NGCE capability within assigned BUs, including strategy, roadmap, and implementation.
- Drive an NGCE mindset shift from a reactive support function to a proactive partner.
- Enhance NGCE data enrichment from multiple sources to improve analytical power and generate timely insights.
- Design robust measurements (metrics, tools) for insight, transparency, and agility.
- Leverage insights for data-driven decisions, planning, and activity steering.
- Recommend content functionalities to maximize campaign impact.
- Anticipate, measure, and consolidate customer needs and future trends, developing solutions based on insights.
- Stay apprised of digital innovations and new trends, identifying opportunities and gaps.
- Continuously improve and simplify internal processes (e.g., events and campaign management) to increase NGCE adoption and agility.
- Lead or support the implementation of complex cross-functional projects and capability building.
- Evolve and underpin a customer-centric NGCE operating model that delivers customer value and commercial excellence.
- Lead Takeda Canada to be an industry leader in engagement through remote channels by benchmarking performance.
- Provide a key link between BUs and external providers, upskilling brand teams and individuals.
- Share proven practices across the wider business to engage with all levels, driving sustained change in behavior.
Requirements
- University degree (preferably in Science, Business Management, Marketing, Digital or related field).
- 8+ years of experience working with and leading cross-functional teams, preferably from the biopharma or related healthcare industry.
- High level of integrity and alignment with Takeda leadership behaviors.
- Profound curiosity, consistently strong growth mindset, and track record of innovation.
- Exceptional stakeholder management and influencing skills, with a track record of leading change.
- Deep experience in omnichannel/digital marketing, brand marketing, or related field, ideally in healthcare/pharmaceuticals.
- Creative agency experience is a significant advantage.
- Strong knowledge of marketing and sales processes, excellence, and governance practices.
- Experience with HCP journeys, developing journey maps and personas, and deploying effective omnichannel campaigns.
- Hands-on experience with campaign management (e.g., SFMC) and CRM technologies (e.g., SFDC or Veeva).
- Hands-on experience with content strategy, designing connected content, and digital customer touchpoints.
- Demonstrated understanding of the digital landscape both in healthcare and beyond.
- Sufficient high-level technical understanding to assess ideas and plans.
- Project Leadership/Management and understanding/practice of agile methodologies.
- Strong analytical and problem-solving skills, with the ability to use data and insights to drive decision making and deliver tangible outcomes.
- Knowledge of compliance requirements and implications for building materials, communications, and campaigns.
Skills
- Leadership
- Agile mindset
- Innovative mindset
- Data-driven mindset
- Technology backbone understanding
- Marketing technology understanding
- Digital tools and platforms utilization
- Omnichannel strategy
- Data privacy regulations knowledge
- Communication of complex information
- Storytelling with data insights
- Problem Solving
- Decision Making
- Collaboration
- Innovation
- Stakeholder management
- Influencing skills
- Change management
- Project Management
- Agile methodologies
Location
- Toronto, Canada
Work Type
- Hybrid
- Employee
- Regular
- Full time
Experience Level
- 8+ years experience
Education Level
- University degree
Salary/Compensations
- $115,000.00 - $158,400.00
Benefits
- Short-term and/or long-term incentives
- Subsidies for fitness and internet
- Medical, dental, and vision insurance
- Basic life and accidental death and dismemberment (AD&D) insurance
- Participation in the Registered Retirement Savings Plan (RRSP)
- Company match into a Deferred Profit-Sharing Plan (DPSP) (if eligible)
- Short-term and long-term disability coverage
- Annual vacation entitlement
- Additional paid time off and company holidays
- Tuition reimbursement program
- Variety of well-being benefits
About the Company
- Takeda is an industry-leading, global pharmaceutical company with an unwavering dedication to putting patients at the center of everything we do.
- We live our values of Takeda-ism – Integrity, Fairness, Honesty, and Perseverance – and are united by our mission to strive towards Better Health and a Brighter Future for people worldwide through leading innovation in medicine.
- At Takeda, you will make an impact on people’s lives – including your own.
Equal Opportunity
- Takeda is an equal opportunity employer.
- Takeda Canada encourages applications from all qualified candidates.
- In accordance with our accommodation policies and applicable provincial accessibility legislation, please advise us if you need accommodation in order to participate in the recruitment process. Any information you provide relating to accommodation will be addressed confidentially.