Next Generation Customer Experience

hace 2 semanas

Buenos Aires, Argentina Takeda Pharmaceutical A tiempo completo

Next Generation Customer Experience (NGCE)

  • English version_

WHAT YOU WILL DO


We're looking for a Next Generation Customer Experience (NGCE) Lead to drive the execution of GEM NGCE initiatives and guide CRM, NBA, and OCE product owners.

You'll be responsible for integrating omnichannel engagement with advanced analytics insights to support South Cone Growth and Launch Products, while aligning with key stakeholders and ensuring streamlined operations at scale.

As the NGCE Lead, you will also manage Takeda's Omnichannel Strategy and drive the company's Data and Digital mission by aligning to business needs, best practices, and enterprise architecture principles.

This position reports to the Data Digital and Technology Head and is based in Buenos Aires, Argentina.

WHAT YOU WILL WORK ON

  • Ensure alignment with GEM NGCE strategy in South Cone. Builds capability in the organization from process, people and technology perspectives to continue to drive adoption of NGCE products and solutions, including CRM, NBA, Content Excellence and OCE in the Cluster.
  • Ensures the interoperability of the enterprise level customer channel ecosystem, digital services and products within the different functional and geographic solution landscape.
  • Works with key stakeholders to implement a gotomarket model for the digital customer facing solutions.
  • Utilise NGCE solutions and services and generate evidence of impact, to assess customer feedback, data, and analytics, as well as improve the overall digital experience and customer experience based on analytics and derived insights.
  • Drives exceptional collaboration with business partners in South Cone and GEM to integrate data
- & insights-driven omni-channel engagement in brand planning process and deliver best-in-class experience for external and internal customers.

  • Act as the execution arm of NGCE solutions to ensure high adoption and utilisation in South Cone Franchise Team engagement.
  • In addition to the NGCE role, this position will also include being part of the high priority LOC crossfunctional franchise teams to ensure that South Cone needs are collected and for NBA / CRM/ OCE product leads in collecting ideas and setting priorities for development.

WHO ARE WE LOOKING FOR

Experience & Education:

  • Bachelor's degree, and min. 3 years of experience in NGCE and multichannel marketing with handson knowledge of digital tactics, campaigns and OCE journeys.
  • Breadth of experience across commercial and technology accountabilities.
  • Deep insight into the digital marketing environment at large, and some understanding of digital within Health & Pharma; maintains insight on emerging trends, capabilities and stakeholder preferences.
  • Track record in leading crossfunctional talent to deliver OCE, CRM and NBA/E solutions.
  • Experience in cocreating with the business crossfunctional teams.
  • Customer Experience Design and Operations.
  • Strong understanding of digital marketing principles.
  • Experience working with content management systems and web content management.
  • Agile, SDLC, UI / UX and project management tools and methodologies.

Competences & Skills:

  • Can effectively manage change and shift gears comfortably.
  • Good decisionmaking and problemsolving skills.
  • Strong stakeholder management skills and demonstrated success in influencing stakeholders.
  • Excellent interpersonal skills and experience working with others in highpressure situations.
  • Demonstrates business acumen and and translate these into actionable and compelling talent management initiatives.
  • Committed to foster a diversity, equity, and inclusive environment.

LOCATION:
Buenos Aires, Argentina.

_ Versión Español_

PROPOSITO DEL ROL


Estamos buscando una persona para ocupar la posición de Next Generation Customer Experience (NGCE) para impulsar la ejecución de iniciativas de NGCE de la Región y guiar a los gerentes de productos en las estrategias de CRM, NBA y OCE.

Será responsable de integrar los canales digitales con conocimientos avanzados de análisis para respaldar los lanzamientos de productos clave en South Cone, alineando las estrategias con los stakeholders claves y asegurando operaciones eficientes a gran escala.

El líder de NGCE, también gestionará la estrategia omnicanal de Takeda impulsado por el uso de Datos y las plataformas Digitales de la compañía alineadas con las necesidades comerciales, las mejores prácticas y los principios de la arquitectura empresarial.

Esta posición reporta al Data Digital and Technology Head y tiene base en Buenos Aires, Argentina.

DESAFIOS EN LA POSICIÓN

  • Asegurar la alineación con la estrategia NGCE de Cono Sur con la región. Desarrollar las capacidades/habilidades en la organización desde perspectivas de proceso, personas y tecnología para continuar impulsando la adopción de productos y soluciones NGCE, incluidos CRM, NBA, Content Excellence and OCE en el Cluster.
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