Omnichannel Customer Experience Manager

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world. Lilly is committed to delivering unparalleled customer experiences across our customer engagements. As the environment continues to rapidly evolve, we need to accelerate the evolution of our capabilities in order to keep pace with the needs and expectations of our customers. Next Generation Customer Engagement is Lilly’s transformation effort to create positive customer experiences by enhancing the ways customers interact with Lilly and experience our products, and Multi-Channel Engagement (MCE) is one of its key components. Position Overview & Responsibilities The Multi-channel engagement Manager is responsible with a high degree of autonomy for development and implementation of multichannel strategies, with a balanced and synergic integration between personal and virtual touchpoints, according to Customer Plan solutions. He/she supports the therapeutic areas or brands assigned by Associate director – MCE Italy Hub, he/she participates to the main phases of Customer Planning as well as supports cross-functional Brand Team during Brand Review, Launch readiness, CDM meeting, etc He/she is responsible to design MCE campaigns in partnership with Brand Manager following Lilly MCE framework and he/she is also responsible for maximizing the re-use of existing materials, localize regional best practice and partner with IBU in co-creation project. In-scope virtual channels include: web conferences, webcast, Lilly newsletter, Lilly web portals, VAE, VOD and 3rd party website and other Lilly owned or 3rd party digital channels in strategy. He/she is accountable for developing compliance guidelines on virtual channels in collaboration with Legal & Regulatory and communicational and technical IT guidelines, and to ensure that they are applied. This role reports to the Associate director – MCE Italy Hub. Manager – MCE will: Develop multichannel brand campaigns for assigned Brands, aligned with Customer plan strategy and with brand objectives Influence and drive Brand Teams regarding virtual brand communication strategy, accelerating, facilitating, and driving the change from only face-to-face interaction to a wider multichannel approach. Identify and prioritize multi-channel engagement opportunities Manage financial resources within budget planning, being co-responsible with the team that the budget is followed and of saving costs. Propose vendors for multi-channels technologies and content management, vendor selection in collaboration with the Sourcing department, and vendor management (including measurement and scorecards). Ensure compliance with data privacy guidelines in accordance with Lilly privacy policies Participate and impact Brand staff meetings, lunch and learns, training, global MCE meetings and external dedicated congresses. Minimum Experience Preference Previous experience of 3 or 4 years in digital marketing roles in structured pharma companies or consultancy agencies Good IT skills Project management and/or basic LSS knowledge Ability and mindset (preferably proven by the above previous experience) to leverage on new technologies, web 3.0 such as communities and interactivity in general, ad hoc customizations. Good knowledge of digital communication, focusing on communication via web and other digital channels and scientific communication Good knowledge and understanding of business dynamics Skills Required Good communicator: listener, negotiator, influencer Strong Interpersonal Skills Leadership. Ability to influence without authority. Ability to build effective networks Organization – Ability to handle projects and multiple tasks English upper intermediate (B2) or more Education Requirements Bachelors’ Degree MBA or another related graduate-level degree is preferred Digital Marketing master/course is preferred Up to 10% expected travel Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliancelists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response. Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status. WeAreLilly J-18808-Ljbffr