Next Generation Customer Experience

**ORGANIZATION SUMMARY**

With around 30,000 people working in approximately 70 countries Takeda is a truly global partner for better health. Takeda is dedicated to pharmaceutical innovation and tackling diseases for which there is currently no cure. We are expanding continuously into new fields of treatment and therapy. By always putting people first, we empower employees so everyone can develop to his or her full potential. We are looking for colleagues with the right skills and experiences to support us in our mission to create better health for people and a brighter future for the world.

**ROLE OBJECTIVE**

The Next Generation Customer Experience (NGCE) Manager is a key driver of delivering best-in-class experience and engagement for our customers, notably healthcare professionals, as well as patients, in close partnership with customer-facing representatives and internal stakeholders. This will be achieved through tailored and value-adding engagement strategies utilizing data, digital and traditional channels based on customer preferences, and anchored in fundamental customer needs. The NGCE manager will drive adoption of NGCE thinking in assigned BUs and functions while actively contributing to digital upskilling of internal stakeholders. This role requires a strategic thinker who can inspire others, focus on key priorities, and elevate organizational capabilities in line with Takeda's Leadership Behaviors.

**SCOPE**

The NGCE Manager will partner with the specific brand/functional teams to develop omnichannel engagement plans for our brands, defining customer engagement journeys and designing and supporting execution of omnichannel campaigns, thereby contributing to acceleration of NGCE capability for assigned BUs in Canada. The NGCE Manager will also lead and implement above brand cross-functional projects that support NGCE capability in Canada, while contributing also as an active member of the EUCAN and wider Takeda NGCE community.

**KEY** **ACCOUNTABILITIES**
- Partners with the commercial teams to develop omnichannel engagement plans for key brands, defining customer engagement journeys utilizing pull/push elements and designing omnichannel campaigns, thereby contributing to acceleration of NGCE capability for Canada
- Ensures alignment of LOC BU customer needs with EUCAN and Canada NGCE vision and strategy
- Co-creates customer solutions across all channels for delivery of an outstanding customer experience
- Accelerates NGCE capability within assigned BU including strategy, roadmap and implementation to drive transformation as well as contributing to upskilling of internal stakeholders
- Drives NGCE mindset shift within assigned BUs/Functions, from reactive support function to enabling proactive partner
- Drives NGCE data enrichment, including data from multiple and new sources, improving the analytical power of data to generate greater, more timely insight
- Designs robust measurements (metrics, tools) that provide insight and transparency but also enable agility
- Leverages insights to make data driven decisions, plan and steer activity.
- Recommends content functionalities (e.g., tagging, dynamic content, modular content etc.) to maximize the campaign impact.
- Anticipates, measures and consolidates customer needs and future trends, drawing up solutions based upon deep insights
- Stays apprised of digital innovations and new trends; identify opportunities and gaps
- Continuously improves & simplifies our internal processes e.g. events and campaign management, to increase NGCE adoption and agility.
- Leads or supports implementation of complex cross-functional projects and capability building, e.g. for relevant digital products or services as aligned with NGCE Lead and team.

In addition to the specific duties above the NGCE Manager will also be responsible for the following:

- To evolve and underpin a customer-centric NGCE operating model that delivers true customer value and commercial excellence, integrating novel channels with more traditional channels to build a harmonized, on-going, value-added dialogue with the customer
- Elevate capabilities through upskilling of brand teams and individuals, best practice sharing, and engagement across all levels of the business to drive sustained behavior change.
- Enable Takeda Canada’s recognition as industry pioneers in engagement through non-human triggered channels by benchmarking against top pharma and non-pharma customer experience innovations.

**SKILLS AND LEADERSHIP CAPABILITIES**

**Leadership**
- Pro-actively identifies business needs, formulates solutions for problems and executes with mínimal supervision
- Continuously prioritizes and aligns workload to key priorities for Canada and DD&T organization with the support of NGCE Lead

**Technology & data**
- Champions agile, innovative and data-driven mindset across internal stakeholders how to best generate, use and share data
- Demonstrate strong understanding of the technology backb