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Head of Omnichannel Customer Engagement

2 months ago

Princeton, New Jersey, United States Kyowa Kirin, Inc. Full time


Kyowa Kirin is a rapidly expanding global specialty pharmaceutical organization that leverages cutting-edge biotechnologies to discover and deliver innovative treatments across four key therapeutic areas: bone and mineral disorders, complex hematologic conditions, hematology oncology, and rare diseases.

As a company rooted in Japan, our mission is to bring joy to individuals by providing breakthroughs in areas where effective treatments are currently lacking, guiding the process from drug discovery through to product development and market introduction.

In North America, we operate from our headquarters, with additional offices strategically located to support our mission.

Position Overview:


The Head of Omnichannel Customer Engagement will spearhead the brand's Omnichannel and Customer Experience strategy, outlining all digital and omnichannel initiatives. In collaboration with the brand/franchise leadership, this role will establish the annual brand strategy and budget, oversee relationships with digital design and development partners, and ensure the achievement of financial objectives for the brand. Additionally, this position will mentor and guide the Omnichannel Customer Experience team, enhancing their skills and knowledge in omnichannel best practices.


Key Responsibilities:


Accountable for the effective execution of all brand Omnichannel and digital initiatives, ensuring alignment with financial targets. Act as the primary contact for Omnichannel strategies within the brand team.

Supervise the Omnichannel Brand Manager, fostering their professional growth and the successful delivery of brand content and strategies.

Ensure compliance with all omnichannel solution standards for both internal and external stakeholders, serving as the point of contact for any audits related to the franchise or brand.

Collaborate with the brand team to define and allocate the annual Omnichannel and Digital budget as part of the overall brand planning process.

Continuously gather feedback from internal and external stakeholders to assess the effectiveness of initiatives and identify areas for improvement, implementing timely adjustments as necessary.

Advocate for the strategic use of data and insights to refine and enhance tactics, channels, content, and execution strategies throughout the year.

Regularly update and refine the Customer Journey Maps to reflect the latest strategies and insights, ensuring visibility and alignment with quarterly business reviews.

Maintain strict adherence to relevant regulatory and compliance standards, as well as company policies.

Qualifications:

Education:
Bachelor's degree in Business or Digital Marketing is required; an MBA in Marketing is preferred.

Experience:

  • A minimum of 12 years in the pharmaceutical, OTC, or agency Digital Marketing/Commercial Operations sectors, with 2-4 years in a managerial capacity.


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

Non-

Technical Skills:
Proven ability to organize, prioritize, meet deadlines, make informed decisions, and adapt quickly to changing circumstances. Excellent interpersonal and communication skills are essential. A strong work ethic, attention to detail, and commitment to follow-through are required. The ideal candidate will be adaptable and capable of navigating ambiguity in a dynamic, high-growth environment, with a strong desire for personal and professional development. Cultural sensitivity and the ability to build consensus within a multinational organization are crucial.

Physical Demands:
Standard office environment with extended periods of sitting and extensive computer use.

Working Conditions:
May require up to 10% domestic and international travel.


Kyowa Kirin North America, Inc. is committed to conducting all operations with integrity and in compliance with the law. We are dedicated to providing equal employment opportunities to all qualified individuals, without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic traits, veteran status, marital status, sexual orientation, or any other category protected by law.