Omnichannel Excellence Director Europe

vor 5 Monaten

Munich, Deutschland Daiichi Sankyo Europe Vollzeit

For our European Headquarter, we are seeking an experienced and dynamic professional to join our Customer Experience Strategy Team as the Omnichannel Excellence Director Europe.

In this key role, you will be responsible for overseeing the European omnichannel strategy for our Cardiovascular portfolio, bringing in external best practices, and shaping the European omnichannel operating model to enhance Customer Experience (CX) across various channels and touchpoints.

This role is an outstanding opportunity to champion the adoption, design, expansion, and measurement of agile omnichannel marketing initiatives across Europe, uniting our technologies, tools, and platforms with local talents to accelerate business growth and to deliver remarkable customer experiences as part of our CX Evolution roadmap. Be part of a team that is trusted to innovate and evolve our ways of working to drive deeper personalization and engagement with our customers.

Your primary responsibility will be to upskill our European Omnichannel Community of Practice (CoP) striving for excellence in CX delivery while simultaneously aligning all activities with the strategic requirements of our Cardiovascular portfolio.

**Roles & Responsibilities**:
As our newly appointed Omnichannel Excellence Director, you will be responsible for delivering a sound strategic omnichannel approach to CX across region Europe to enable affiliates to create seamless customer journeys through innovative strategic planning, experience design, optimal activation and insights-driven optimizations to deliver measurable impact and value across every channel and touchpoint.

Especially, you will drive:

- European Omnichannel Strategy:

- Develop and execute a comprehensive omnichannel strategy and roadmap for the Cardiovascular portfolio in Europe, focusing on an integrated customer experience approach
- Ensure alignment with overall business and Cardiovascular portfolio communications objectives within the larger context of our CX Evolution roadmap and goals
- Shape and refine the omnichannel operating model to optimize customer engagement across all customer interactions and plans - considering the 5C (Right Customer, Right Channel, Right Cadence, Right Content, Right Communication Objective)
- Lead efforts to align omnichannel strategies regionally, considering local nuances and regulations
- Challenge the strategic and tactical omnichannel plans (EU and affiliates) across the portfolio focusing on creating a sophisticated E2E omnichannel customer journey and activation
- Drive continuous improvement in customer engagement metrics and leverage data analytics and insights to drive informed decision-making and closed-loop feedback in omnichannel strategies
- Collaborate with Business Insights and Advanced Analytics teams to establish key performance indicators (KPIs) to evaluate the effectiveness of omnichannel initiatives and partner on the creation of a Next Best recommendations engine
- Continuously enhance our omnichannel strategic framework in line with observed and/or expected changes in the market, (upcoming) technological advancements and continuously evolving customers’ needs and demands, to remain fit for purpose and maintain a competitive edge
- Ensure all omnichannel initiatives comply with pharmaceutical regulations, guidelines, and ethical standards
- Omnichannel Community of Practice (CoP):

- Lead efforts to further establish and upskill the CoP in omnichannel strategies and flawless execution
- Work closely with European brand teams, Medical Affairs, CX Excellence, Customer Engagement Solutions (CES), Sales and other relevant departments to ensure a unified approach in everything we do
- Collaborate with European and local affiliate cross-functional teams to align strategies and ensure seamless integration across channels and optimal delivery of agile omnichannel campaigns
- Work with European and local brand teams to roll out and localize omnichannel campaigns to ensure relevance and effectiveness for each market in line with portfolio and brand objectives
- Ensure that best practices, opportunities, and pain points are identified, shared, and acted upon within the CoP and beyond
- Define and provide relevant (re-)training and improvement activities to upskill CoP and other relevant internal teams or external agencies
- Demonstrate adaptability and resilience in navigating unforeseen circumstances while maintaining a focus on delivering exceptional customer experiences, providing clarity, and guiding CoP forward
- Stay abreast of industry trends, advancements, and best practices in omnichannel marketing and foster exchange within the CoP
- Omnichannel Innovation:

- Integrate new and/or external methodologies to enhance our omnichannel capabilities and ways to deliver optimal omnichannel customer experiences
- Assess and integrate new technologies (with CES team) that align with the future-fitness of omnichannel strategies, ensuring we stay at t

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