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.
The OCE Customer Engagement (Senior) Manager will focus on building deep understanding of customers, and increasing target customer frequency & quality of customer engagement on SOA platform. This role will leverage global/IBU content to create meaningful customer interactions, close knowledge gaps and track effectiveness.
Customer Reach and Engagement Enhancement (60%):
Strategic Planning for Customer Reach & Frequency:Optimize channel mix to enhance reach, engagement frequency, and quality.Develop and implement strategies to increase the reach to target customers on SOA platforms;Design initiatives to boost appropriate frequency of customer interactions, ensuring meaningful engagement.Engagement Quality Optimization: Enhance the quality of engagements by tailoring content and experiences to meet customer needs and preferences.Run Lilly library on 3rd party platform.Develop a profound understanding of target customers, including their needs, behaviors, and preferences.Identify opportunities to close knowledge gap of target audience.Platform Performance Analysis:Establish KPIs for engagement activities.Monitor and analyze engagement metrics across platforms to assess effectiveness.Use data-driven insights to refine strategies and improve engagement outcomes.Analyze and prioritize investments in customer engagement activities to maximize ROI.User Experience Improvement:Collaborate with digital teams to optimize user experience on SOA platforms. Implement best practices in UX/UI to facilitate easier navigation and higher engagement rates.Content Consistency and Alignment (40%)
Maximize Global & IBU Content:Work closely with global/IBU content managers to leverage and adapt global content for local platforms.Collaborate with affiliate OCE business partners for prioroty brands to ensure SOA content aligns with brand’s strategy and operational plan.Content Optimization:Develop and implement strategies for effective content reuse and localization, focusing on customer relevance and message consistency.Feedback and Alignment Mechanisms:Establish regular communication channels with global and local teams to align on content updates and strategy shifts.Gather feedback from internal stakeholders and customers to inform content improvements.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.
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