事業企画・営業企画 - 営業推進・企画

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 implementation
○ Contribute 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 Division
○ Respective Business Units
○ Brand Marketing, TA, Medicine teams
○ Legal & Compliance
○ Global counterparts
○ External suppliers

■休日：完全週休二日制, 年末年始

以下Manager職位の要件となります。

<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 campaigns
○ Website development including content management
○ Email marketing campaigns including campaign management system(s)
○ Measuring & reporting on campaign analytics & KPIs
○ Modern web / digital design & UX principles
○ Experience implementing CRM-driven marketing campaign automation process & platforms
○ Project 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 English
○ Japanese: Fluent/Native
○ English: Fluent (CEFR B1)

■職種未経験者：不可