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 to keep pace with the needs and expectations of our customers. Omnichannel Engagement (OCE) is Lillyu2019s transformation effort to create positive customer experiences by enhancing the ways customers interact with Lilly and experience our products. Position Overview: OCE Manager reporting to the CMO u2013 India, will own the responsibilities of building and enhancing the omnichannel capabilities, leading organizational transformation towards OCE and act as the key business partner with brand teams to drive the success of insights-based and data driven marketing in Lilly India. To achieve this goal, candidate will closely work with local Brand, IT and Procurement teams. This role includes a mix of both u2013 strategic and tactical elements. Therefore, the candidate must bring both a strong strategic and operational mindset, with strong leadership skills. The right candidate should have successfully done brand management role, demonstrate strong people management experience, along with extensive deep OCE expertise. Responsibilities: Omnichannel Engagement Strengthen India omnichannel capabilities across marketing, sales, medical and PRA teams. Drive innovative and creative solutions to drive remarkable customer experience in collaboration with cross-functional teams and external partners, if required. Lead India OCE operational excellence: Own/execute OCE cross-functional plans in line with brand objectives, integrating marketing, medical, sales and PRA solutions. Own and manage brand execution, in line with brand team operational plans. Support brand teams to deliver on strategic priorities by identifying the right channel mix for the brand objectives. Identify short- & long-term channel strategies for brand teams, and work with cross functional team members to execute on the strategies with clear, simple tactics. Manage and maintain all digital platforms and capabilities to support execution plans. Ensure 100% implementation of committed plans/programs across brands. Ensure a monthly review with brand teams of all OCE activities executed, and support teams to ensure impactful touchpoints across the brand teams. Manage 3rd party Source of Authority (SOA) agencies with clear communication of activities and timeline to ensure full compliance with all external and internal policies, rules, and guidelines related to omnichannel marketing. Drive transparency of the customer interactions through SOAs via robust data collection, and own respective reporting and scorecards. Share best practices and learnings from and across IBU. Lead OCE capability building: Ensure adoption and implementation of technological advancements in OCE field and accelerate Lilly Indiau2019s adoption of OCE initiatives across brands. Prepare affiliate for organization change management and transition to data-driven decision approach. OCE Analytics Own analytics for campaigns executed and track achievement of KPIs defined. Influence brand teams to make data driven decisions, based on market research outcomes and brand execution performance. Leverage IBU dashboards to provide affiliates with monthly execution review and support them to identify gaps and areas for growth. Vendor Management Identify, onboard and manage 3rd parties/vendors to collaborate with for OCE campaigns. Partner with procurement teams to execute the most effective contracting practices with the 3rd Parties/external vendors. Minimum Experience Preference: 3-5 years of experience with omnichannel marketing/brand marketing/consumer marketing. Commercial experience (preferably marketing) from FMCG, life sciences, pharma OTC. Skills Required: Expert knowledge in digital marketing and managing digital marketing partners. Knowledge of marketing mix modelling and attribution marketing Track record in successful delivery of omnichannel solutions/campaigns and vendor management. Leadership skills, including ability to work with and through others. Fluent in English with excellent communication skills. Curiosity and the ability to stay up to date on emerging customer engagement trends. Education Requirements: MBA and Science degree Up to 20% expected travel
