Omnichannel Manager

The Position

The job entails leading omnichannel strategies to drive quality engagement with HCPs and patients through customer-centric campaign execution. The role involves using customer data to inform optimal channel strategy and leading the development of customer journeys. The job holder will support change management, develop measurement and reporting frameworks, and work with the Customer Insights and Analytics team to optimize campaigns. This role will involve ownership of a variety of platforms and channels (i.e. web, email, search, digital media, digital visual aids etc.) and ensures appropriate governance, process, training, data integrity, and systems integration for all content management, digital engagement, and measurement systems/platforms. The role requires strong project management skills, collaboration with cross-functional teams, and development of strong relationships with external partners.

Responsibilities

1. Conceptualize and lead omnichannel strategies within your assigned therapeutic area to drive quality engagements, generate leads, foster desired actions and responses, and capture customer data (patients, HCPs).
2. Use existing customer segment data, personas, and performance data to inform the optimal channel strategy.
3. Lead the cross-functional teams and be the go-to expert in channel execution across platforms including Veeva CRM, Adobe Email, IVAs, rep visits (screen to screen and face to face), website, events, social media, HCP publications (print and online). Proactively communicate and influence channel best practices across our key owned and external platforms and use data to support your recommendations.
4. Develop a strong SEO strategy to optimize website content for search and improve organic traffic and leads performance.
5. Accountable for change management across the organization as we transition towards delivering more personalized, 1:1 experience for our customers, and drive the acceleration of our digital capabilities.
6. Develop and implement a robust measurement and reporting framework to track the effectiveness of omnichannel initiatives and inform data-driven decision-making.
7. Partner with Customer Insights and Analytics team to analyze campaign data and A/B testing. Identify opportunities for optimization and communicate these opportunities to partners in medical and marketing in monthly and quarterly meetings.
8. Work with Adobe Analytics, Google SA360, and Tableau dashboards to pull together performance data and insights. Develop recommendations and insights and utilize data to back these up in conversations with Marketing and Medical to drive strategic decisions on channel optimization and customer journey optimization.
9. Support in defining practices, documenting (i.e.: playbooks) and leading advocacy for core omnichannel processes including digital campaign design and automation workflows, email channel, web strategy and digital media.
10. Demonstrate strong project management skills, such as through the development of project plans or kanban boards, to ensure on-time development of assets, like websites. Contribute to the omnichannel team kanban board alongside the wider omnichannel team to remain agile and on-top of project deliverables and timing.
11. Collaborate with cross-functional teams, including marketing, sales, medical, and market access, as well as global colleagues, to improve system capabilities and ways of working, in alignment with local regulations and business objectives.
12. Acts as digital Integrated Communication Plan (ICP) champion and takes part in the ICP review process, influencing the use of digital channels in planning. Shares best practices with local teams as many times as needed to ensure that all teams have a complete understanding of how to maximize the impact of all digital channels.
13. Celebrates and shares best practices / key learnings with relevant local stakeholders.
14. Develop strong relationships with external partners, such as advertising agencies and technology vendors and collaborate on development of media briefs and execution of media campaigns, consent collection initiatives, website updates and accessibility audits.
15. Comply with all local regulations regarding interactions with healthcare professionals (HCPs) and patients.

Requirements

1. University degree, preferably in marketing, business or computer science. Certification(s) in Digital Marketing (Google Ad Words/Analytics, User Experience Design, Content Marketing, Social Media, Digital Media, Digital Marketing, etc.)
2. 5+ years’ experience in digital marketing or campaign management, with strong process orientation and ability to seek and apply new technical solutions to business challenges.
3. Built integrated digital strategies for brands and across brands, leveraging multiple digital channels/tools (websites, email campaigns, search, social, content tagging, social listening etc.)
4. Created customer journeys across multiple touchpoints, both digital and traditional, and communicated these to stakeholders.
5. Worked in a highly regulated industry, e.g., finance or pharmaceuticals or has knowledge of the Canadian pharmaceutical industry and the PAAB standards.
6. Familiar with media strategies and recommending the best channel and budget to reach a given audience. Baseline understanding of social media (LinkedIn, Facebook, Instagram) advertising as well as paid search and/or banners/display media.
7. Demonstrated strengths in leading project teams, influencing without authority, project and change management, verbal and written communications skills.
8. Team player needed for high degree of cross-functional/-TA/-Country work on multiple initiatives at any one time.
9. Customer Segmentation & Targeting experience. Worked with CRM platforms (preferably with Veeva). Proven project management skills. Expert Analytical skills.

Total Rewards

We offer a competitive salary, generous amount of paid time off (vacation, personal days, contingency paid time off days for Long Term Contract Employees), comprehensive and flexible benefits plan, Defined Contribution Pension Plan with company matching of RRSPs, Employee and Family Assistance Plan, employee and leadership development programs, and programs to support overall health and wellness for employees.

READY TO APPLY?

Click the "Apply Now" button below to submit your application. We thank all applicants for their interest in our company. Please note that only candidates selected for an interview will be contacted. Boehringer Ingelheim Canada is committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process. If you require accommodation, we will work with you to meet your needs.

DEADLINE FOR APPLICATIONS

Applications for this position will be accepted until April 7, 2025.