Executive Director, Head of Omnichannel

Job Summary

Otsuka recently transformed the way we engage patients and HCPs (Healthcare Professionals), introducing the first phase of our new Customer Engagement Model (CEM), a multiyear journey to provide a more streamlined, proactive, and holistic engagement experience.  The first phase of this journey focused primarily on our field teams, better aligning sales, patient experience and field medical. The second phase will focus on transforming our headquarters’ operations teams as Otsuka continues our journey to transform the way we engage our customers and prepare for several new products launches on our Road through 2030. We are seeking a passionate leader who will further enable us to live up to our commitment to defy limitation so others can too.

Job Description

As part of our Customer Engagement transformation journey, Otsuka is seeking an Executive Director to lead our newly created Omnichannel Center of Excellence. In this highly visible leadership role, you will be responsible for designing, building, and executing a multichannel strategy to support Otsuka’s growth.

This key leadership position will serve as a cross functional point of contact to develop and operationalize engagement initiatives across Otsuka in close collaboration with Marketing, Field Teams, Analytics. IT, Operations, Compliance, and Legal. This role will provide innovation and expertise in guiding cross functional teams and their agencies to design an effective, data driven, integrated customer experience.

We seek a passionate and innovative leader to develop strategies that effectively and efficiently create meaningful customer experiences. The successful candidate will:

• Set an ambitious & clear vision and communicate ‘the Omnichannel story’ effectively to key stakeholders, the Omnichannel team and the rest of the organization

• Lead a team of ~15 cross functional colleagues including data scientists, data engineers, content creators, brand liaisons and product owners

• Define & execute on the short-term roadmap and lead long term strategic projects for continuously evolving the way we engage our HCPs & patients

• Establish clear governance and operating model for analytics enabled omnichannel engagement across the organization

• Provide training, direction, and best practices to field and internal teams to enhance subject matter expertise on Omnichannel

• Oversee the management of multiple agency partners to deliver multichannel solutions and drive project completion on time and within allocated budget.

• Act as the chief advocate and evangelist of analytics-enabled decision making in the senior leadership team

• Own the operation and enhancement of the omnichannel platform to continue to deliver an exceptional experience for our HCPs and patients

• Shape the Omnichannel technology strategy together with the IT leadership

• Drive the development of standards and templates (where appropriate) that enable implementation of Omnichannel best practices across the business

• Continuously seek and leverage innovative customer engagement techniques to bring new ways of thinking to the brand and field teams

• Provide guidance to optimize and modify programs based on performance data, customer insights, competitive activity, market event changes

• Build a culture around data sharing, governance and hygiene while bringing expertise and sensitivity to data security, risk and compliance

• Be a strong, credible resource to brands teams and agencies

Qualifications

Required

• Bachelor’s degree

• 10+ years of proven multi-channel strategy experience with 5+ years of team leadership experience

• Experience in managing cross-functional teams and implementing programs and process improvements inside OR outside of the healthcare industry

• Proven record of accomplishment that demonstrates breadth and depth across marketing competencies and achievement of performance objectives.

• Strong leadership skills are necessary to lead and contribute to the overall execution of key deliverables.

• Should possess intellectual curiosity and is willing to explore innovative tactics to meet brand objectives.

• Deep knowledge and understanding of Omnichannel marketing principles inside or outside of healthcare

• Ability to develop strategic plans, develop solutions, and exercise execution excellence

• Strong collaboration and influencing skills across all levels of an organization

• Experience in managing vendors and external business partners

• Strong written communication and presentation skills

Competencies

• Thinking Strategically– An analytical and results-driven leader with the ability to plan, direct, and lead an organization focused on operational excellence.

• Growth mindset - Guide an organization through a period of growth and change. Understands the importance of creating and demonstrating customer “value”.

• Leading Change – Lead and develop a highly engaged team of ~15 FTEs, successfully working to initiate innovative ideas and evaluate their merit.

• Self-Starter – Resourceful and creative, willing to roll up their sleeves to get the job done.

• Ambiguity - Proven ability to thrive in a fast-paced, and often ambiguous environment

• Collaboration - Encourages collaboration across teams and levels to achieve shared objectives. 

• Aligns with R&D to plan for future products, developing and implementing plans to ensure success.

• Interpersonal skills - self-awareness and ability to work with others in a collaborative manner

Preferred

• Master’s or advanced degree

• Experience leading analytics enabled programs / products (e.g., Recommender systems) within or outside of the healthcare industry

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

Disclaimer: 

This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.

Valid Proof of COVID-19 Vaccination or Accommodation

The COVID-19 Vaccination is mandatory for incoming new hires and employees. Uploading documentation with proof of full vaccination record or an Otsuka approved accommodation will be required during the pre-employment process as permitted by law. New hires must be fully vaccinated unless there is an approved accommodation prior to start date.

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