Next Generation Customer Experience (omnichannel) Manager

NGCE Manager

The NGCE Manager drives next generation customer experience for healthcare professionals and patients by developing and implementing data driven, omnichannel engagement strategies in partnership with cross-functional business partners. The role blends data-driven customer journey planning, digital expertise, and cross functional collaboration to elevate customer value and enable organizational transformation.

Key responsibilities include:

• Partner with cross functional teams to design and optimize data-driven and AI enabled omnichannel customer journeys.
• Ensure local customer needs and insights are reflected in IBU and Canada NGCE strategies.
• Cocreate scalable, insight driven customer solutions across digital, field, and traditional channels.
• Build NGCE capability by upskilling teams in omnichannel customer engagement fundamentals (Customer journeys, campaign thinking, digital channels, digital channel effectiveness & content best practices, automated and/or ai enabled customer engagement workflows).
• Design and implement frameworks to accelerate personalization and improve digital channel effectiveness.
• Promote a proactive, insight led NGCE mindset within BUs and functions.
• Strengthen data, identity, and consent foundations to support compliant personalization and richer insights.
• Define clear KPIs and use automated measurement to drive continuous optimization.
• Translate AI‑powered analytics into actionable decisions for journey, content, and channel performance.
• Advance modular content, smart tagging, and dynamic content approaches to improve relevance and efficiency.
• Anticipate customer needs and emerging digital trends to recommend innovative experience enhancements.
• Simplify and modernize internal workflows using automation to improve speed and agility.
• Support digital initiatives, pilots, and capability building programs with cross functional partners.

Skills and leadership capabilities include:

• Leadership: Proactively identify business needs, generate solutions, and execute with minimal supervision. Prioritize and align workload to Canada and DD&T priorities, adapting quickly as needs evolve.
• Technology & Data: Champion an agile, innovative, and data driven mindset across teams, including effective use of AI. Demonstrate strong understanding of NGCE relevant marketing and data technology ecosystems. Use digital tools and integrated data to create seamless, connected omnichannel experiences. Apply strong knowledge of privacy, consent, and emerging regulatory trends when designing digital and AI enabled solutions.
• Interaction Excellence: Communicate complex information clearly and persuasively, tailored to the audience. Use compelling storytelling to translate data and AI generated insights into actionable recommendations. Share insights effectively to drive aligned, practical decision making across stakeholders.
• Problem Solving & Decision Making: Reduce complexity to identify insights and define issues clearly, even with incomplete information. Ask the right questions, integrate diverse inputs, and make timely, well-informed decisions. Assess options thoughtfully, understanding root causes and implications.
• Collaboration: Build strong partnerships across functions and regions to deliver integrated NGCE solutions. Educate and socialize NGCE ways of working, supporting others through change. Navigate challenging situations with tact and a commitment to team success.
• Innovation: Identify opportunities for value creating innovation grounded in analysis and customer needs. Continuously scan digital, AI, and broader technology trends to anticipate future possibilities. Challenge the status quo and encourage experimentation and new ideas from others.

Preferred experience and education:

• University degree in Science, Business, Marketing, Digital, Data, or related field.
• 6+ years of experience in cross-functional roles, ideally within biopharma or healthcare.
• Proven integrity, strong growth mindset, and track record of innovation and change leadership.
• Strong stakeholder management, communication and influencing skills.
• Strong analytical and problem-solving skills, with the ability to use data and AI-generated insights to guide decisions.
• Deep experience in omnichannel or digital marketing, including HCP journeys, journey mapping, and campaign execution.
• Hands-on experience with CRM and campaign platforms (e.g., SFMC, Veeva) and working with creative or digital agencies.
• Strong understanding of content strategy modular/connected content, and digital customer touchpoints.
• Solid grasp of the digital and AI landscape, including high-level technical understanding to assess solutions.
• Experience with agile project management and leading cross-functional initiatives.
• Knowledge of compliance, privacy, and governance considerations for digital content and campaigns.
• Fluency in English, both in oral and written communication – English/French bilingualism is an asset.

Location: Toronto, Canada – Hybrid: Minimum 40% in office