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Next Generation Customer Experience
vor 4 Monaten
**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**.
For our commercial unit (EUCAN) in Berlin we are looking for a
**Next Generation Customer Experience (NGCE) Lead (M/F/d)**
in a permanent position and in full time.
Our **NGCE Lead (M/F/d) **is our “go-to” person for German Omni-Channel Engagement (OCE) and NGCE as well as the local point of contact for EUCAN OCE Customer of Excellence (CoE).
**Your tasks in detail**:
- Define & executes the OCE and NGCE strategy (e.g., objectives, target customers) defined by OCE CoE (e.g., drive LOC cross-functional customer engagement strategy with BUs) and adapts if needed
- Leads the OCE Manager(s), CRM Manager(s), NGCE Operations Manager, NGCE Team, Marketing Technology and Online Business Excellence Manager and L&D Manager(s)
- Builds capabilities in the LOC, by establishing supportive training strategy with Learning & Development (L&D) Managers
- Drives the standardization and harmonization of customer domain data (CRM, OCE etc.)
- Ensure local OCE tools and platforms (including CRM) in Germany are aligned with one another and with global technology standards
- Ensures compliance and alignment of tools and platforms (including CRM) with the local pharmaceutical industry's regulations (collaborate with legal and compliance)
- Drives insight generation from local ecosystem to optimize customer experience and streamline operations at scale (incl. content excellence, campaign operations) by defining pilots, roadmaps, responsibilities etc.
- Resources & demand management, investment management, financial planning, budgeting and forecasting, stakeholder management & communication, vendor & partner management
- Supports the EUCAN OCE leads and provide local input on future of customer experience and personalization of interaction
- Orchestrates priorities and activities from EUCAN OCE CoE across the different TAs and brands and acts as bridge to brand leaders as well as sales force
**Your profile**:
- Master's degree in Business Administration, Information Technology, or related field or comparable
- Min. 5 years of experience in multi-channel marketing with hands-on knowledge of digital tactics, campaigns and OCE journeys
- Successful track record in digital marketing in pharma with leadership experience
- Demonstrated experience in pull-through of global journey & campaign blueprints to local markets and worked with local teams on localization/capability building
- In-depth knowledge and understanding of digital, channels, platforms, ecosystem & up to date with latest development/innovation around digital marketing
- Able to drive customer excellence with a focus on partnering with brand teams and medical
- Additional Marketing/Sales experience in HC preferred
- Fluent in English and German
**What you can look forward to with us**:
- Appreciative working atmosphere in an international and exciting working environment with a wide range of development opportunities
- Independent work with the opportunity to play a part in shaping an innovative company
- Professional and personal development opportunities
- A wide range of social benefits
- Flexible working hours and home office (only 40% in the office)
**Empowering our people to shine**
**Diversity, Equity and Inclusion**
Takeda is committed to foster diversity, equity and inclusion. Hiring decisions are based entirely on qualifications and are made regardless of gender, ethnic origin, religion, sexual orientation, age or disability.
**Locations**:
DEU - Berlin - Wirtschaftswunder
**Worker Type**:
Employee
**Worker Sub-Type**:
Regular
**Time Type**:
Full time
