Omnichannel Orchestrator & Delivery Lead

Job Description

The Omnichannel Orchestrator is the key role within our Customer Experience and Delivery framework. You will interact with marketing teams and intimately understand their strategic vision and channel strategy. Work in close collaboration of other Indegene colleagues representing marketing strategy, campaign operations, data management, analytics and digital professionals, and report directly to Sr. Director Customer Experience and Operations. The role will require 2-3 days per week at the client.

This key role works with a key healthcare client (and could be embedded within client digital campaign team) in delivering omnichannel marketing programs. As Omnichannel SME You will be collaborating across teams on new brand launches, maintain brand growth, and delivering across their strong digital and Omnichannel ecosystems. You will provide thought leadership, strategic guidance, project management support, campaign design suggestions while develop and launch various Omnichannel campaigns. Channel, Digital Asset management and delivery would including web, email, SMS, field based and offline tactics and programs. You must be a strong leader of cross functional colleagues and highly matrixed clients to drive digital operational transformation and ensure effective delivery of internal and external goals. in

Highlights:

• You are a skilled storyteller leveraging PowerPoint to build visual presentations that explain simple and complex ideas to a wide variety of audiences

Client Management

• You are an Omnichannel Marketing expert (digital expert) and a proven program/project manager who will drive HCP and Patient CRM programs (all channels) from inception, through to execution and optimization
• Own the brand relationships and work with the brand teams and commercial operations partners to help launch brands, campaigns, tactics, while assessing brand business questions and need to deliver effective Omnichannel recommendations and capabilities across channels including but not limited to, websites, SEO and contact center, print media, social media, SMS, email, rep triggered emails, direct mail, IVR, EHR/EMR, paid and earned media
• You are a strong collaborator and an influencer with a strong presence in meetings with the ability to drive divergent conversations towards a solution
• You will own the delivery and work across partners on the design, operations, campaign execution and campaign KPI and measurement
• Act as internal owner and project manager to ensure cross functional business partners involved can create a delivery plan against the business requirements
• Participate in digital governance across digital services and help prioritize tactics with marketing service providers to drive quality and timely delivery

Thought Leadership

• You are a strong collaborator and an influencer with a strong presence in meetings with the ability to drive divergent conversations towards a solution
• Lead relevant forums with internal and external stakeholders to discuss status and ensure projects stay on track by capturing & resolving all risks

Delivery

• You will manage business requirements and facilitate the development of the capabilities, platforms, tactics, digital assets and campaigns
• Ensure the timely, high quality, and cost-effective execution of digital marketing tactics (e.g. websites, email marketing, field digital assets, etc.) per campaign and business objectives
• Ensure the enablement of sound measurement and data capture needs through effective tagging for all non-paid media digital assets are setup correctly, completely and in alignment with brand goals / objectives
• Manage tactics and programs across a client ecosystem to ensure seamless customer experience
• Deliver effective optimization recommendation based in sound understanding of campaign insights and technologies
• You have experience with the Legal/Medical/Regulatory review process and understand the importance of the process and know how to work with it

To succeed in this key Omnichannel Orchestration role, you will need to be a problem solver, should have both analytical and creative ways of thinking and the ability to explain difficult concepts to non-technical users and translate business requirements to solve problems. Must be able to represent Indegene at the highest levels within brand management and commercial operations.

• 8+ Years of business experience including 5 years of digital project management or operations experience with expertise in digital production (e.g. web development) and campaign management activities in Pharmaceuticals industry
• Therapeutic area experience in Multiple Sclerosis
• Deep understanding of digital marketing tactics (e.g. websites, email, paid media, social media, SEO, mobile apps, etc.) and the technology platforms that enable them
• Familiar with digital marketing technologies such as marketing automation tools (SFMC, Adobe Campaign), web content management systems (AEM, Drupal, etc.) and field digital (Veeva) and how they are leveraged in concert to create customer journeys/experiences
• Strong written and verbal communication skills, including proven ability to communicate with technical and non-technical audiences alike
• Robust analytical skills to evaluate operational performance and identify efficiencies or areas of improvement
• Excellent project, program, and portfolio management skills in a digital domain, with attention to detail, sense of urgency, and a solution-oriented mindset
• Skilled relationship-builder and cross-functional collaborator, able to manage priorities and drive results across a broad set of internal and external stakeholders
• Experience creating detailed reports and giving presentations.

Qualifications

Additional Information

NA

Salary Min.: 190000
Salary Max.: 210000
Salary Mid.: 200000