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Channel Operations Excellence Manager | non-line manager | OCE Dept., S&O

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

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