Omnichannel Excellence Lead

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MAIN FOCUS AND MISSION:
As the Omnichannel Excellence Lead, you will play a pivotal role in leading the Center of Excellence to drive strategic transformation across the commercial organization. Your core mission goes beyond the mere implementation of tools; you will establish organizational best practices by seamlessly integrating commercial strategies with digital solutions. In this role, you will be responsible for spearheading the omnichannel vision, setting new standards in customer engagement, and driving the continuous optimization of customer experience (CX) through best-in-class tactics that serve as a benchmark for the entire company.

KEY RESPONSIBILITIES :
o Center of Omnichannel Excellence: Establish and institutionalize a Center of Omnichannel Excellence framework by defining best-in-class omnichannel processes and standards to ensure consistent, high-quality execution across the organization.
o Strategic Planning and Leadership of Omnichannel Campaigns: Lead the development of integrated omnichannel strategy and tactics across multiple brands in close collaboration with marketing teams. Create seamless customer journeys that go beyond simple multi-channel touchpoints to drive deeper customer engagement.
o Business Ownership of Commercial Channels: Take full business ownership of commercial channels including email, websites, any owned media, and paid media to drive ROI. Collaborate with Global and local stakeholders to develop channels and functional improvements based on commercial needs.
o Advanced Channel Mix and Personalization: Identify the optimal channel mix for each customer segment and customize engagement strategies based on individual preferences. Design a strategic balance between digital and personal interactions to deliver a truly personalized omnichannel experience.
o Data-Driven Insights and Campaign Optimization: Evaluate KPIs in collaboration with Performance management team and translate insights into actionable commercial recommendations. Execute continuous PDCA cycles based on data to improve campaign accuracy and overall business performance.
o Omnichannel Content Management: Work with Marketing to develop compelling content and visuals optimized for the unique characteristics of each channel.
o Project Management and Stakeholder Engagement: Act as a project leader managing budgets and timelines while driving alignment among Sales, Marketing, and Medical. Ensure all omnichannel initiatives are perfectly aligned with business goals and effectively integrated across the organization.

QUALIFICATIONS:
o Education: Bachelor’s degree in marketing, Communication, Business administration, or related field. A master’s degree is preferred.
o Experience: Minimum of 5 years in marketing, customer experience, or a related field, with a strong focus on omnichannel initiatives and digital strategy.

SKILLS AND COMPETENCIES:
o Language Skills: Native Japanese and proficiency in English at a business level (both written and verbal) to collaborate effectively with global partners and align with international standards.
o Interpersonal Communication: Excellent communication and interpersonal skills to build strong working relationships and lead cross-functional collaboration with diverse teams.
o Proficiency in Omni Solution Tools: In-depth knowledge of digital ecosystems, including Websites, Veeva CRM, Salesforce, CLM, Approved Email, and Marketing Automation tools.
o Analytical and Problem-Solving Skills: Proficiency in Excel and a high level of analytical capability to evaluate performance and solve complex operational challenges.
o Excellence and Quality Mindset: Strong attention to detail and a commitment to establishing best-in-class processes to ensure high-quality execution across all channels.
o Project and Priority Management: Proven ability to manage multiple high-priority projects simultaneously, ensuring alignment with business goals and timely delivery.

KEY COMPETENCIES:
o Flexibility: flexibility and a constructive approach when collaborating with members from diverse backgrounds. Ability to adapt flexibly to changing environments.
o Communication: Excellent verbal and written communication skills.
o Collaboration: Ability to work effectively with cross-functional teams.
o Innovation: Proactive in identifying opportunities for improvement and implementing innovative solutions.
o Self-Management: Ability to work independently and manage one's own time and tasks efficiently.
o Industry Experience: Prior experience in the pharmaceutical industry or related domain is a plus

Whatever your area of expertise, your work within the Servier Group helps advance therapeutic progress for the benefit of patients. You will be part of teams recognized for their scientific excellence and reach your full potential in a professional environment that encourages you to develop yourself. Tailor-made onboarding journeys, mobility opportunities, quality trainings, responsible management, team spirit... All this and more in a workplace focused on your well-being.

At Servier, we are committed to therapeutic progress to serve patient needs. We put the diversity of our employees as a source of richness for the fulfillment of this vocation.