Associate Director Omnichannel Customer Experience ICEE

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.

Job purpose

• ICEE OCE Lead is key player in transforming the region by driving the adoption of digital consumer solutions. While effectively collaborate with various internal and external stakeholders to implement innovative digital strategies and optimize processes, accountable for leveraging technology to deliver exceptional customer experiences
• Understand business needs and translate them into effective digital campaigns and tools with clear, evidence-based metrics that drive Lilly growth
• ICEE OCE Lead ensures regional and local tactics align with consumers objectives, leading ICEE OCE Team for effective strategic and operational implementation, while providing processes and resources to measure success, generating insights to optimize customer experience.

Key Responsibilities

• Lead effectively ICEE OCE Team to embed best practices for OCE, provide proactive support, recommendations, and strategic consulting while Identifying growth opportunities through automation
• Continuously evaluate and enhance the OCE Team skills and capabilities to adapt to market demands and improve overall customer experience
• Lead the definition, efficient implementation and oversight of a unified OCE strategy for digital initiatives across marketing, medical and PRA teams.
• Drive excellence in implementing digital strategies through cross functional collaboration internally and externally in collaboration with SoA partners; owning campaigns reporting and channel measurement while adjusting as per needs accordingly
• Accountable for strategic OCE planning to enhance overall consumers experience and drive Lilly growth 
• Ensure appropriate governance, procedures, and processes to accelerate the time to market of OCE-compliant solutions
• Optimize processes to centralize ICEE operations, empowering affiliates to make data-driven decisions and improve customer engagement for sustained growth.
• Ensure comprehensive cross-functional integration at both Affiliate and ICEE levels, fostering seamless collaboration and alignment from the planning phase onward to enhances efficiency and effectiveness in ARS
• Develop and drive the CEE OCE strategy across ICEE countries while securing alignment and engagement from ICEE/ Italy Hub leadership, in line with the broader IBU OCE vision and objectives.
• Partner with the IBU OCE team and Italy Hub teams to identify the right OCE programs for ICEE to support customer and brand objectives, ensuring solutions are evaluated for delivering business results.

Skills

Education, training and/or experience

• University degree
• At least 3 to 5 years of demonstrated multi-channel digital marketing leadership experience across a large organization, preferably in the pharmaceutical industry.
• Demonstrated knowledge of Marketing and/or IT processes, and the goals and challenges of these organizations.
• Demonstrated ability to influence (without authority) leadership as well as other strategic partners to create and drive strategic and operational initiatives.
• Demonstrated ability to deliver and manage complex projects, programs and services with a strong sense of urgency.
• Demonstrated leadership skills, including interpersonal skills, research, communications (esp. listening), demonstrated influence, and the ability to have crucial and difficult conversations.
• Experience leveraging standard processes and solutions to deliver maximum value.
• Experience translating complex, ambiguous concepts into actionable plans.
• Experience in influencing teams in and across multiple functional areas as well as geographies.
• A high level of intellectual curiosity, external perspective, and innovation interest, especially with digital channels.
• Ability to collaborate effectively with remotely located (virtual) teams/groups. 
• History of effective teamwork.
• Strong networking, interpersonal, and relationship building skills.
• Experience of business/financial accountability for large complex areas/projects or portfolios.
• University degree in science and/or degree in Business, Marketing, IT, etc.

Essential Skills

• Demonstrated ability to successfully manage work within a rapidly changing environment.
• Demonstrated ability to successfully work with multiple business partners across multiple geographies.
• Demonstrated ability to partner cross-functionally.
• Ability to communicate effectively in written and verbal form (in English

This position can be located in any of ICEE countries.

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.

#WeAreLilly