Omnichannel Customer Experience Consultant

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 Omnichannel Customer Experience Consultant is responsible with a high degree of autonomy for development and implementation of omnichannel strategies, with a balanced and synergic integration between personal and virtual touchpoints, according to Customer Plan solutions. The OCE Consultant supports the therapeutic areas or brands assigned by Italy Hub Clusters OCE Associate Director and participates to the main phases of Customer Planning as well as supports cross-functional Brand Team during Brand Review, Launch readiness, CDM meeting, etc.

The OCE Consultant is responsible to design OCE campaigns in partnership with Marketing, Medical and PRA following Lilly OCE framework and for maximizing the re-use of existing materials, localize regional best practice and partner with IBU in co-creation project.

In-scope virtual channels include web conferences, webcast, Lilly newsletter, Lilly web portals, VAE, VOD and 3rd party website and other Lilly owned or 3rd party digital channels in strategy.

The OCE Consultant is accountable for developing compliance guidelines on virtual channels in collaboration with Legal & Regulatory and communicational and technical IT guidelines, and to ensure that they are applied.

OCE Consultant will:

Cross-functional & Brand Team collaboration:

• Be a member of an affiliate/cluster cross-functional teams and participate in key Brand meetings to understand brand objectives and strategy and provide OCE input
• Co-create and orchestrate omnichannel brand campaigns for assigned Brands, aligned with Customer plan strategy, allocated OPEX and timelines
• Drive innovation and lead the transformation according to the IBU OCE strategy.
• Influence marketing, sales, medical and other internal stakeholders regarding digital brand communication strategy, accelerating, facilitating, and driving change from only face-to-face interaction to a wider omnichannel approach.
• Identify and prioritize omnichannel engagement opportunities and recommend appropriate channels mix to achieve brand objectives defined by Brand Managers participate in Brand staff meetings, lunch and learns, training, global OCE meetings, etc.

Omnichannel campaigns execution, tracking & optimization

• Drive tactical plan to accomplish KPO and business objectives and define campaign/tactic success based on the proposed metrics plan.
• Monitor project status and regular updates on campaigns/project financials.
• Set the measurement and tracking framework and drive actionable insights based on data to inform business decisions on affiliate, cluster, Italy Hub and IBU level.
• Understand dully mar-tech enterprise ecosystem to optimize end-to-end omnichannel customer journeys and improve Customer Experience (CX)
• Analyze enterprise channel/capabilities adoption (e.g. VAE, EWI websites, CET) and drive its utilization among relevant internal stakeholders (e.g. KAMs, Medical Advisors, Brand Managers)

• Plan & report timely and with high accuracy digital campaigns channels/touchpoints in CET according to the enterprise guidelines
• Ensure compliance of implemented OCE campaigns with data privacy, Lilly Tech, pharmacovigilance and other enterprise guidelines, including complete documentation.

External environment & partnerships

• Maintain view of the digital marketing landscape in broad perspective to identify and drive best practice around digital & OCE.
• Proposed text: Propose local vendors/agencies for omnichannel technologies and content management, select vendors in collaboration with the local stakeholders, and contribute to their onboarding, performance monitoring and relationship management.
• Work with selected and approved vendors to define project scope, costs, timelines, and deliverables.
• Revise & reshape affiliate OCE capability by staying up to date with constantly developing external environment (mar-tech application in pharma industry, legal frame of OCE, customer needs, etc.)
• Partner with Information & Digital Solutions/Lilly Tech on local implementation of new OCE capabilities.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

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.

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