Associate Director, Omnichannel Therapeutic Area Lead (Hybrid)

Otsuka; Princeton (NJ); Hybrid; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a dynamic Omnichannel Therapeutic Area Lead to innovate and enhance customer experiences. This role is pivotal in bridging business needs with technical solutions, ensuring that insights translate into actionable strategies. The ideal candidate will have a strong background in omnichannel marketing, analytics, and customer journey mapping, coupled with a collaborative spirit to work across various teams. Join a forward-thinking company committed to making a significant impact on healthcare through innovative therapies and customer engagement strategies.

Benefits

Comprehensive medical coverage

Dental and vision insurance

Tuition reimbursement

401(k) match

Paid time off (PTO)

Paid holidays

Short-term and long-term disability insurance

Qualifications

• 5-7 years in omnichannel marketing with a focus on customer-centric strategies.
• Experience with analytics and technology for customer engagement.

Responsibilities

• Lead development and implementation of customer experience design.
• Drive adoption of omnichannel methods and provide training.

Skills

Omnichannel Marketing

Customer Journey Mapping

Analytics

Creative Development

Communication Skills

Leadership

Education

Bachelor's Degree (B.A. or B.Sc.)

MBA

Tools

AI and Machine Learning

Job description

Otsuka Pharmaceutical Company is a global healthcare company with the corporate philosophy: “Otsuka-people creating new products for better health worldwide.” Otsuka researches, develops, manufactures and markets innovative products, with a focus on pharmaceutical products to meet unmet medical needs and nutraceutical products for the maintenance of everyday health.

The Omnichannel Center of Excellence is dedicated to driving innovation, building and delivering capabilities that enhance Otsuka's opportunity to make an impact in the lives of those we serve. We achieve this through our relentless focus on customer centricity and patient empathy to support Otsuka's expertise in enabling pathways for disease education and awareness of management options, and our unwavering commitment to supporting access to treatment.

We are looking for a customer centric omnichannel innovator to bring their skills to Otsuka's Therapeutic Area portfolio working on first best in class in-line novel therapies. The Omnichannel Therapeutic Area Lead is a part of the Omnichannel COE team of Business Partners responsible for leading and being a champion of the adoption & integration of omnichannel capabilities across the organization. This position acts as the bridge between Business requirements and the technical / operational side of the business. They play a key role in analytics and orchestration by converting business requirements into analytical / technical solutions and converting analytical outputs into actionable insights and recommendations for the business that are directly integrated into a customer journey. You will report to the Director, Omnichannel Business Partner.

This position is based in Princeton, New Jersey. Otsuka maintains a hybrid work policy and travel is expected based on business needs.

Job Description:

• Lead the development & implementation of Customer Experience design and Omnichannel expertise.

• Develop & Execute customer centric integrated experiences with personal & non-personal touchpoints focused on the moments that matter the most to design aligned to brands and indications strategic imperatives, customer journeys & messaging strategy.

• Drive adoption of Omnichannel methods and provide training and support to the business on the application of analytics and technology to improve customer engagement.

• Execute the Omnichannel initiatives in partnership & collaborate with the Nephrology & Immunology brand teams to manage the development and completion of plans from start to finish.

• Provide regular updates on the performance and effectiveness of Omnichannel methods and propose enhancements as needed.

• Identify and escalate potential execution risks and their impact on other stakeholders.

• Model Otsuka's ASPIRE core competencies in key behaviors that uphold and reinforce our collaborative culture. Key matrixed partners include: Brand Marketing, Creative / CRM / Digital agencies, Media, Market Research, Analytics, Otsuka Information Technology (OIT), Sales Operations, and Medical/Regulatory/Legal integrated business partners.

• Maintain a deep understanding of Brand customer insights, journey and segmentation strategies - and apply them to CRM/Digital campaigns and programs.

• Provide input and inspiration through active participation in the annual brand strategy and tactical planning process.

• Partner closely with Medical/Regulatory/Legal/Privacy partners to educate, lead and help Otsuka anticipate and balance organizational needs with new Otsuka initiatives. Present capabilities and garner buy-in/feedback from senior leadership across various stakeholder functional areas.

• Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives.

• Although this is a hybrid role, maintaining a consistent in-person presence will be essential to building strong relationships, proactively addressing challenges, and fostering seamless collaboration across teams.

• Navigate and resolve ambiguity by identifying and addressing hidden process gaps that impact project progress and efficiency.

• Prioritize high-impact tasks and initiatives while keeping brand expectations and strategic imperatives top of mind, avoiding distractions from less critical items.

• Bring an inquisitive and learning-oriented mindset to all interactions, asking thoughtful questions to deepen understanding and build a well-rounded knowledge base.

• Demonstrate comfort and confidence working autonomously, especially in situations where expectations may be ambiguous or not clearly defined.

Minimum Qualifications:

• Minimum 5-7 years of experience in omnichannel/multi-channel marketing space.

• B.A. or B.Sc.

• Experience applying AI and/or Machine Learning models.

• Significant experience working with creative and media agencies.

• Field Sales material & tactical development experience.

• Customer Journey Mapping experience.

Preferred Knowledge, Skills, and Abilities:

• MBA.

• Deep understanding and technical platform knowledge to execute a seamless customer experience.

• Experience working within a matrixed environment.

• Knowledge of pharmaceutical legal, regulatory, and medical processes.

• Strong matrix team-building skills, a team-oriented approach, and supportive management style.

• Solid written and oral communication skills as well as good presentation skills.

• Ability to develop consistent, well-supported, competitive strategies.

• Proven leadership, strategic, and analytical abilities.

• Proven ability to manage multiple priorities in a fast-paced environment.

Our Benefits:

• Comprehensive medical, dental, vision and prescription drug coverage.

• Company provided Basic Life, AD&D, Short-term and Long-term Disability insurance.

• Tuition reimbursement.

• 401(k) match.

• PTO allotment each calendar year, paid holidays, and paid leave programs as well as other company provided benefits.

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Come discover more about Otsuka and our benefit offerings; https://www.otsuka-us.com/careers-join-otsuka.