Customer Experience Insight Manager

4 days ago

Toronto, Ontario, Canada Eli Lilly and Company Full time

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Insight Manager. As a key member of our commercial organization, you will play a critical role in shaping our data strategy and operational plans to drive business growth and improve customer experiences.

You will be responsible for leading data initiatives that enable field force performance and providing deep insights to all business units. This includes collaborating with sales, medical, marketing, commercial operations, and tech teams to improve our operational infrastructure and drive commercial and medical effectiveness.

The ideal candidate has strong subject matter expertise, works as a collaborative strategic partner, and has a creative problem-solving approach. They will implement best practices, improve our ability to deliver data-driven decisions, and support all aspects of customer experiences and business strategies.

This is a flexible worker role, and on-site presence in the Toronto office is expected to be 4-12 days per month, as determined by your manager and business needs.

Main Responsibilities:

  • Team Leadership, Management, and Coaching: Manage and develop a team of data analysts, insights, and operations experts; streamline work requests, prioritize them based on business value, and deliver according to a strategic roadmap.
  • Data Strategy: Contribute to the overall Canada data strategy; knowledge leader in respect to available data sources and impact on business strategies; in-depth understanding of source data structure and application.
  • Field Force: Partner with sales and business leaders to champion targeting processes; collaborate to develop strategies, manage processes from end to end; build and optimize customer targeting lists.
  • Cx Base Management: Manage data collection, storage, and reporting to ensure insights are easily consumable; work with marketing, sales, medical, and data scientists to segment HCP customer base.
  • Brand Performance: Streamline sales and medical activity analytics requests; provide self-serve capabilities to multiple departments; lead the team to collaborate with sales, marketing, and medical to define KPIs and performance indicators.

Requirements:

  • 8+ years of experience and a bachelor's degree in business administration, economics, finance, or related fields.
  • 5+ years of relevant experience in the pharmaceutical or biotech industry.
  • Track record of influencing key stakeholders across the organization; strong presentation and collaboration skills.
  • Experience modeling data; strategic data and analytical skills.
  • Familiarity with analytics platforms and CRM systems such as Salesforce.
  • Organized and demonstrates a commitment to accuracy in managing multiple projects at a time.

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