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Director, Omnichannel Customer Experience

3 months ago

Princeton, United States Kyowa Kirin Full time

Kyowa Kirin is a fast-growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four disease areas: bone and mineral; intractable hematologic; hematology oncology; and rare disease. A Japan-based company, our goal is to make people smile by delivering breakthroughs where no adequate treatments currently exist, working from drug discovery to product development and commercialization. In North America, we are headquartered in Princeton, NJ, with offices in California, Massachusetts, and Ontario.

Summary of Job:

The Director, OCX Brand will lead the brand Omnichannel / Customer Experience strategy, define ALL brand Omnichannel / digital tactics, in partnership with the brand/franchise head determine the annual brand plan and Omnichannel budget, manage relationship with digital design/development partner, and responsible for ensuring brand financial goals were met, introduces new channel solutions to the brand, serves as a mentor and manager for the OCX Brand helping upskill/educate around omnichannel best practices.

Essential Functions:

  • Accountable for the successful implementation of ALL brand Omnichannel and Digital tactics and for meeting ALL financial brand objectives - serve as the primary Omnichannel point of contact within the brand team
  • Manage the OCX Brand Manager, supporting their career development and delivery of brand Omnichannel content and tactics
  • Lead the compliant use of all omnichannel solution standards for both internal and external partners, serve as the point for any franchise/brand audits
  • In collaboration with the brand team, define and request the annual Omnichannel / Digital budget as an output from annual brand planning
  • Regularly leverage feedback and input from both internal and external customers on the effectiveness of tactics and opportunities to introduce improvements, implement timely changes where appropriate
  • Champion the effective use of data and insights to continuously refine and improve the tactic, channel, content, and timing strategies/execution throughout the year
  • Update and evolution of the Customer Journey Maps throughout the year (aligned with QBR) to ensure the latest tactics and knowledge are visible within the map
  • Strictly adhere to relevant regulatory and compliance guidelines and company policies

Job Requirements:

Education

B.A. or B.S. in Business or Digital Marketing required, preferred M.B.A. in Marketing

Experience

8 - 12 years in pharmaceutical, OTC, or agency Digital Marketing / Commercial Operations and/or support areas.

2-4 years of people management experience.

Technical Skills

Veeva Commercial Cloud / PromoMats, Google Analytics, Social & Paid Media Management, Commercial Data solutions (e.g. Power BI), Marketing CRM, Proficient in MS Office Suite.

Non-Technical Skills

Demonstrated ability to organize, prioritize, meet deadlines, make decisions, and change course of action quickly. Strong interpersonal and communication skills. A strong work ethic is required. Detail-oriented and excellent follow-through. Has the ability to flex and deal with ambiguity in a dynamic, fast-paced, high-growth environment. Has a passion for personal learning and development to be able to grow with the company. Cultural sensitivity and ability to develop consensus within a multinational organization.

Physical demands: Normal office environment with prolonged sitting and extensive computer work

Working Conditions: Requires up to 10% domestic and international travel

KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions

It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law.

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Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be made using appropriate additional safeguards under the standard contractual clauses approved by regulators for transfers of personal data outside the European Union.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, if you are located in the European Union, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability, and to lodge a complaint with an EU supervisory authority. If you have any questions about our use of your data, you may contact us by email at usprivacyoffice@kyowakirin.com.

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Kyowa Kirin does not accept agency resumes unless contacted directly by internal Kyowa Kirin Talent Acquisition. Please do not forward resumes to Kyowa Kirin employees or any other company location; Kyowa Kirin is not responsible for any fees related to unsolicited resumes.

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