Channel Operations Excellence Manager

Omnichannel Campaign Management Group,

Omnichannel Execution Dept, Strategy and Operations Division

Role Purpose

●The Channel Operations Excellence Manager has full understanding of BOEHRINGER INGELHEIM’s digital strategy in order to effectively connect the operations of e-newsletter (eNL) & follow-up email (FuE) owned channels to the strategy.

●The role ensures successful operations of BOEHRINGER INGELHEIM’s owned channels to deliver high quality, engaging content (branded, unbranded, webinar related) .

●Acting as the central point-of-contact for the business and Strategy & Operations (S&O) and development vendor for eNL & FuE channel development & content delivery, this role ensures robust evaluation of value & creation of a customer centric channel experience .

●As a champion for customer centricity, this individual closely collaborates within Omnichannel Execution Department and S&O, as well as brand teams, HP (Human Pharma) Services and Delivery Unit to identify opportunities to optimize channel performance and operations as part of the omnichannel engagement .

Key Job Accountabilities:

*　　●* Fully understand BOEHRINGER INGELHEIM's owned channel strategy to successfully implement its execution through FuE & eNL operations.

• Act as the central point-of-contact for the business for all eNL & FuE and channel-delivery related communication to ensure pull through of owned channel strategy by leading the content (branded, unbranded, webinar related) workflows for eNL & FuE ensuring content workflows imbed User Experience guidance and best practices to support strategy execution.

• Oversee all governance of eNL & FuE content & process related to channel operations with full understanding of connection between reporting/data & operations.

• Collaboration with Marketing, HP Services and external partners to ensure timely, customer centric drive content delivery & engagement within FuE & eNL

• Provide operational support for eNL & FuE in collaboration with key stakeholders for indication & product launches.

● Consistently look for opportunities to improve eNL & FuE Channel operations including content process flow to drive the successful engagement of high quality content for the owned channels

• Guardianship over operational excellence to improve the speed, efficiency and quality of the overall eNL & FuE channel operational flows.

• Closely partner with relevant stakeholders to oversee relevant engagements related to owned channel development to ensure appropriate conduct & ways of working within standards of BOEHRINGER INGELHEIM and compliance

• Effectively communicate channel governance and channel operations improvements including leading change management to relevant stakeholders across the organization

• Act as a valued partner to imbed owned digital channel engagement within omnichannel engagement planning through collaboration with OC customer engagement managers & business stakeholders

● Closely collaborate with other functions to optimize customer experience within eNL & FuE channels using customer data to inform decision making

• Ensure integration of UX best practices to optimize customer engagement & experience by working closely with key stakeholders to ensure implementation of best practices.

• Responsible for regular quality control, health checks and security maintenance for eNL & FuE channels in conjunction with HPs and DEX teams.

• Champion the customer centric approach to optimize customer engagement of eNL & FuE.

● Develop & measure meaningful metrics from FuE & eNL channels to bring customer centric driven insights in close collaboration with customer engagement managers and analytics teams to inform the ICP, OC engagement planning, content and editorial plans

• Co-create relevant channel metrics to assess channel performance to generate actionable customer insights

• Work in partnership with relevant teams (within S&O & Marketing) to identify opportunities to optimize channel performance through evaluation of metrics & generating actionable recommendations

• Engage with customer engagement managers and analytics teams to inform and assess impact of BOEHRINGER INGELHEIM's owned channels (FuE & eNL)(customer experience, change in customer attitude/behaviour)

Key Contacts:

The position would have various touch points across all levels including senior leadership, within Nippon Boehringer Ingelheim and global Boehringer Ingelheim. This position will work across a matrix organization and as a change agent, will need to effectively influence without authority.

●Report to Head of Omni-Channel Campaign Management Group, Omnichannel Execution Department, Strategy and Operations Division

●Interaction with stakeholders:

• Roles within Omni-Channel Execution Department, Strategy & Operations Division

• Respective Business Units

• HP (Human Pharma) services / Delivery Unit

• Compliance management, Legal

• Finance and Purchasing

• Global counterparts

• External suppliers

Qualifications:

●Knowledge/experience:

• Prior experience in Digital Marketing

• Strong experience in managing process and leveraging data & insights

• Working knowledge of key processes in digital content development

• Understanding of local regulations and compliance

●Core skills:

• Ability to articulate requirements clearly

• Strong project management skill

• Strong stakeholder management & negotiation skills; influencing without authority

• Prioritization

• Effective communication skill both in Japanese and in English

• Japanese: native level

• English (business level; CEFR B1): fluent enough to discuss with global counterparts.

●Bachelor’s or master’s degree

All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.