Customer Communications Enablement Lead

7 months ago

Mississauga, Canada McKesson Full time

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

**Job Summary**:
The Customer Communications Enablement Lead will play an integral role in enabling process effectiveness and efficiency of B2B communications for McKesson Canada’s retail pharmacy and institutional customers. As a senior individual contributor within the Customer Communications and Events team, you will work with the Sr. Director, Customer Communications to bring strategic ideation to support the transformation of communications across governance, process, and technology.

**Section A - Specific Responsibilities**:

- In partnership with the Customer Communications and Events team, you will champion the customer experience and become fully entrenched in the business.
- Lead the management of key communications priorities, including determining scope, managing timelines and deliverables, and providing cross-functional direction.
- Drive the operational readiness of communications strategies.
- Identify and coordinate templates and content guidelines to maximize customer engagement.
- Streamline existing channel solutions and identify new tools to support communication functions and advancements. Providing input to technology.
- Establish an effective framework for the categorization, timeline, and delivery channels for communications.
- Define communication channel ownership and accountability.
- Collaborate with a broad cross-functional team of internal stakeholders to establish governance and optimize workflows.
- Drive change management best practices to enable internal stakeholder understanding of effective use of new processes to support an optimal customer experience.
- Define deployment plan, including submission and approval process for internal stakeholders as well as Communications’ team workflow.
- Conduct customer lifecycle analysis to identify communication strategy requirements to support each stage of the customer journey.
- Measure, analyze, and report on the performance of communications initiatives; monitor metrics, providing strategic council on ways to maximize impact and effectiveness when needed.

**Section B - General Responsibilities**:

- Strong self-directed initiative, resourcefulness, and drive for innovation.
- Strategic thinker, strong customer-centric ethic, coupled with a keen sense of the big picture.
- Mindset of continuous improvement with willingness to learn and try new things.
- A well-defined sense of diplomacy, supported by high degree of enthusiasm, creativity, interpersonal skills, and entrepreneurial spirit.

**Section C - Position Requirements**:

- Relevant education in Business, Communications, or Marketing.
- 5+ years of experience developing, implementing, and leading communications strategies.
- Proven experience in B2B communications, preferably for a large organization within the retail, healthcare, or pharmaceutical industry.
- Exceptional project management skills and the ability to handle multiple high priority tasks.
- Experience with marketing automation solutions, Salesforce, and CMS platforms is an asset.

LI-AR2

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more informati

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