Manager - Omnichannel Customer Experience (Ocx) - Metabolic - Meta

23 hours ago


Dubai, United Arab Emirates Lilly Full time

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.

The role of the Omnichannel Customer Experience (OCX) manager is critical to the evolution of our marketing and customer engagement capabilities to drive exceptional customer experiences. Our Metabolic OCX manager will be responsible for leading the orchestration of omnichannel initiatives across the META hub for all teams within the Metabolic business units. Through effective cross-functional partnership, this role has a unique opportunity to have a great impact on best-in-class customer experiences.

**Key Responsibilities**:

- Omnichannel Strategy Campaign Planning & Execution: Actively partner with brand leaders, recommending overall campaign strategy; own overall strategic development, execution, and measurement.
- Digital Channel Ownership: closely partner and guide OCX Associate to ensure the successful development and deployment of campaign tactics.
- SoA Ownership: own and continuously drive the SoA strategy for the hub; including, but not limited to, alignment with SoA partners, contracting, driving execution and delivering on solutions in close partnership with brand teams.
- Be an effective influencer and collaborator across all brand cross-functional team members.
- Own and manage brand execution in CET, in line with brand team operational plans.
- Investigate and propose new technologies to increase overall brand awareness and reach, in partnership with OCE Strategy team.
- Data-driven Decision Making: Utilize data analytics and insights to measure the performance of campaign initiatives, identify areas for improvement, and make data-driven decisions to optimize tactics. Proactively offer insights and solutions to brand team and cross-functional partners.
- Campaign Measurement & Optimization: Establish key performance indicators (KPIs) to track the effectiveness of digital initiatives and provide regular reports and insights to stakeholders on campaign performance and ROI.
- Ensure accurate reporting of all the OCE activities into respective systems, provide actionable insights to stakeholders.
- Leverage OCE and brand related dashboards to drive data-driven decisions, in partnership with BI&A team.
- Be an active member in the Global/IBU brand communities and ensure sharing/adoption of global best practices where applicable.

Basic Requirements:

- Bachelor's Degree (Business/ Sciences)
- 5+ years of pharmaceutical experience
- Ability to work across dynamic CFT.
- Experience in prior Marketing Role(s)
- Experience in leading CFT or large projects
- MBA an asset.
- Proactive and Solution-Oriented: Someone who anticipates challenges and takes initiative to find effective solutions, driving projects forward with a can-do attitude.
- Collaborative Team Player
- Effective and Persuasive Communicator
- Adaptable and Open to Innovation
- Results-Driven with a Strong Work Ethic
- Integrity and Compliance-Focused
- Good knowledge and understanding of business dynamics.
- Knowledge of healthcare industry trends, patient journey mapping, and healthcare professional engagement strategies is preferred.
- Previous experience of min 2 years in (digital) marketing roles in structured pharma companies or consultancy agencies is an advantage.

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



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