Associate Director, Omni Channel Capability Lead
Posted on Apr 5, 2021 by Bristol-Myers Squibb
At Bristol Myers Squibb, we are inspired by a single vision - transforming patients' lives through science. In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.
Worldwide Omni Channel Experience - Associate Director Engagement Data Platforms; Is part of a team that's evolving the omni-channel capabilities approach to customer engagement by enabling cross channel content strategy to improve customer experience and drive better relationships with our customers across all touchpoints of contact including but not limited to digital, call center, face-to-face, print etc. Rather than channels working in isolation, they are designed, orchestrated and customized to the customer. This role will focus on the capability evolution to enable these experiences.
Purpose/Objective of the Job
Lead your assigned capability (Engagement Data Platforms, eg Sales Marketing Cloud, Adobe, etc.) as the product manager developing the strategic roadmap, operating models, and Medical, Legal, & Regulatory standards that enhance omni-channel customer engagement. Continually evolve the capability and align to overall omni-channel experience strategy and broader Worldwide Customer Capabilities organization.
Work with key stakeholders across the organization to establish and create key performance indicators measuring the success/learnings on engagement data platforms.
Stay connected to Innovation sleeve and execute assigned pilots that have been identified to move forward with a focus on engaging patients and HCPs.
Navigates key connection points across Matrix partners (WCC, IT, procurement, business, Innovation Accelerator, legal, medical, regulatory (MLR), compliance and others) to facilitate the execution of assigned initiatives.
Interface with levels of leadership on assigned initiatives to educate and drive alignment on path forward for their business.
Helps drive the innovation culture and coordinates with business and omni-channel capability leads to develop/evolve engagement data platforms with a metrics/analytics driven approach.
Leads the initial creation, socialization and onboarding of operating models, capability roadmaps and Medical, Legal, Regulatory Standards processes for your team's assigned capabilities.
Identify data harmonization and synergies opportunities across the omni-channel ecosystem (All forward facing digital touchpoints including social, Content Capabilities, Contact Center, Engagement Data & Campaign Management, & Test and Learn Capabilities)
Contributes to continuous improvement of engagement data platforms.
Provides engagement data platforms expertise into the ongoing evolution of omni-channel capabilities by working with business, WCC on critical business priorities.
Identify, execute and manage budget for assigned capabilities Monitor project status and budget and provide regular reporting on progress, challenges, and solutions
4 year bachelor's degree required; MBA preferred
Candidate should possess 5+ years focused on Digital leadership, including omni-channel capabilities, Digital strategy/roadmaps, op models, (medical, legal, regulatory), digital analytics, omni-channel data management, Innovation
Experience in leading omni-channel touchpoints and understanding omni-channel campaign management and data.
Significant experience interfacing with different levels of organization
Proven ability in managing digital agencies, capability vendors, and cross-functional support teams
Demonstrated excellence in operational effectiveness
Proven track record of coordinating and collaboration across multiple teams to prioritize varying business objectives and drive action to meet business requirements; recognized as an influential leader with credibility in conflict management and expectation management
Proven track record of planning, prioritizing and driving omni-channel capabilities within a complex organization.
Project execution through effective project management and internal negotiation skills to build consensus, resolve conflicts and manage expectations
5+ years in project/program management
Experience and knowledge of navigating the Legal/Medical/Regulatory review process in new omni-channel capabilities
Strong oral, written and interpersonal communication skills
Experience working in the pharmaceutical or healthcare industry preferred
Experience working with commercial and medical/R&D business partners preferred
Both US and ex-US business experience
Infrequent travel required, (mostly virtual but could require minimal travel depending on market)