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Customer Engagement Manager | Non-line manager | Customer Experience Excellence, Human Phama Operati

Boehringer Ingelheim

Boehringer Ingelheim

Customer Service
Posted on Tuesday, May 21, 2024
Customer Engagement Manager

Omni-Channel Experience Group, Customer Experience Excellence Department,

Human Pharma Operations Division

Role Purpose:

  • The Omnichannel Customer Engagement Manager drives a new level of customer centricity and customer engagement through promotion of excellence in the design, development, execution & analysis of omnichannel customer engagement in partnership with brands and business units. This individual plays a key role in providing an exceptional customer experience as the lead to help the business identify & act on opportunities to provide a more seamless customer experience.
  • The CEM contributes to the development of the integrated customer plan (tactical) in close collaboration with the business and Human Pharma Operations. The CEM leads the omnichannel campaign planning process working collaboratively across functions.
  • Working as a valued business partner, this role has a significant contribution towards executing Boehringer Ingelheim’s omnichannel 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 leads 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 omnichannel engagement plan.
    • Understand IAP & ICP planning approach & process to be a valuable customer centric contributor.
  • Identify opportunities for omnichannel campaigns or optimize omnichannel engagement to enhance customer experience linked to business goals.
    • Lead omnichannel campaign planning & development & execution by partnering with the business & supporting operational functions to plan & execute omnichannel 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 omnichannel 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 omnichannel 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 omnichannel engagement.
    • Understand core omnichannel processes & platforms to act as point of contact for business to support smooth and compliant operations.
    • Act as an ambassador for core omnichannel 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 omnichannel 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 Experience Group, Customer Experience Excellence Department, Human Pharma Operations Division
  • Interaction with stakeholders:
    • Roles within Omni-Channel Experience Group, Customer Experience Excellence Department, Human Pharma Operations Division
    • Respective Business Units
    • Brand Marketing, TA, Medicine teams
    • Legal & Compliance
    • Global counterparts
    • External suppliers


Qualifications:

  • Prior experience in Digital Marketing
  • Demonstrable experience with knowledge and experience of:
    • Design, planning & delivery of multichannel 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
  • Ability to articulate requirements clearly.
  • Strong stakeholder management, negotiation skills, influencing without authority.
  • Prioritization skill
  • Excellent communication skills both in Japanese and in English
    • Japanese: Fluent/Native
    • English: Fluent (CEFR B1)