Digital Enablement Manager

2 weeks ago

Toronto, Canada Lilly Full time

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Position Overview & Responsibilities
Reporting the Digital Team manager, Judy Lyster, the role will be responsible to lead a cross-functional effort developing a model (framework, processes, tools) to keep on elevating our Omnichannel customer engagement approach and capabilities across Marketing, Medical and Sales.
This role is also dotted line to the Sales Insight Team Lead, Laura Betcke, as all the initiatives are tightly connected to data driven customer engagement strategies and sales insights.
The Digital Enablement Manager will lead the strategy, the design, the planning and the execution efforts to provide our customers with seamless, pertinent, high value engagements. This role will focus on implementing step by step the key Omnichannel milestones while ensuring that the whole affiliate operates accordingly.
New approaches/capabilities will be put in place across priority Brands for sales and marketing first and will eventually include medical affairs and possibly payer teams to ensure that our emerging omnichannel processes and platforms are cohesively integrated into Canadian affiliate objectives and structures.
The role will also be responsible for cultivating trusted relationships with key stakeholders in order to facilitate effective collaboration and infuse marketing and sales technology best practices and innovation across Lilly Canada to consistently create unparalleled customer experiences. Agile principles will be leveraged to implement initiatives in an iterative manner to shorten our time to market and minimize risks.

**Responsibilities**:
Lead the initiatives that will successfully introduce and embed new customer centric omnichannel approaches/capabilities into brand marketing and sales planning, execution and measurement activities
Support efforts within the affiliate towards the prioritization of all the building blocks and resolve conflicts guided by customer needs and potential business impact
Design and coordinate the ongoing change management plans, in concert with the Sales Insight team, the Digital team and the Learning and development team, to incorporate omnichannel strategy, activities and processes into our daily activities
Partner with brand marketing teams to translate the customer decision / emotional journey into a customer engagement journey, sub-segmenting targets based on engagement, channel and capability recommendations; and ultimately formulate tactical promotional plans and associated business rules to structure planned next best actions and next best engagements according to customer needs and preferences
Manage omnichannel business processes in collaboration with the Digital/IT team, Ethics and Compliance, Regulatory etc...
Oversee omnichannel operations associate at LCCI to ensure effective programming of the marketing technology platform
Utilize omnichannel marketing technology platform to plan and monitor automated actions and engagements for impact
Identify the analytical gaps to manage the performance adequately and work with technology teams (global, 3rd party) to implement solutions that will meet our outstanding needs
Key contributor in all omnichannel data monitoring, reporting and analysis activities and drive team efforts to utilize data to continually inform and evolve our customer engagement initiatives
Collect feedback and support trouble-shooting efforts
Participate in the development of standardized best practices, project management, process documentation and resource planning for omnichannel capability integration into affiliate marketing and sales operations and across Lilly Canada
Maintain active perspective on external developments to identify industry benchmarks, best practices and technical advancements

**Soft skills required**:
**A natural collaborator**: “team player” mandatory.
Actively bring different team members together to identify best practices, collaborate and co-create sustainable and repeatable digital frameworks
Gather the outstanding business needs and requirements that technology will need to support
Work with key stakeholders to identify, implement and operate new processes and platforms
Co-create seamless HCP centric customer experiences while ensuring that internal processes are optimized and efficient
Document the newly designed frameworks to ensure the sustainability
Ensure smooth transition (change management) from the current processes to the adoption of the ne

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