Digital Cx Lead (IBU DD&T)

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Job Description

The Future Begins Here

At Takeda we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities we are meeting the need of patients our people and the planet.

Bengaluru the city which is Indias epicenter of Innovation has been selected to be home to Takedas recently launched Innovation Capability Center. We invite you to join our digital transformation this role you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.

At Takedas ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda and we welcome applications from all qualified candidates. Here you will feel welcomed respected and valued as an important contributor to our diverse team

About the Role

REPORTS TO:Head of Data Digital & Technology (DD&T) Area (Europe/ Intercontinental)

ROLE OBJECTIVE

Working in close collaboration withcross functionalpartners across the Cluster IBU and ICC/GCC teams you willlead and deliverDigital Customer Experience enablement for the Clusterwhile managing and developing Digital CXLeadswithin your remit

• Act as theArealevel lead for adoption capability maturity and value realization of Customer Engagement Content CRM and Omnichannel capabilities ensuring global solutions are effectively deployed adopted and optimized to deliver business value within local marketssetting direction and standards while remaining handson inlocalmarkets and initiatives.

• Drive adoption capability maturity and value realization of Digital Customer Experience capabilities across the Cluster.

• Enable local teams to execute customer engagement content and omnichannel capabilities effectively by ensuring the right technical setup standards and capabilities are in place.

• Serve as the primary feedback and learning loop betweenClusterexecution andDD&T IBUto continuously improve platforms and ways of working.

Skills and qualifications:

KEYACCOUNTABILITIES

• People Leadership and Capability Development.Directly manage and coach DigitalCxLeadswithin theArea.Set clearobjectives priorities and ways of working aligned to Area and Global DD&T direction.Build a highperforming engaged Digital CX community acrossAreathrough mentoring capabilityupliftand shared practices.Act as escalation point for complex deliverycapabilityand resourcing issues.

• Drive cluster adoption capability maturity and value realization of Customer Experience and Omnichannel capabilities.Ensure consistent high-quality use of Takedas customer engagement andMarTechplatforms and enable rollout of new CX capabilities (eg.new channels).

• Enable LOC execution capability(native language local context) and where compliant controlled SFMC execution accessto enable fast and simplified delivery ofroutinecampaigns

• Content and Campaigns Enablement.Ensure LOCs can technically deploylocalizeand effectivelyexecute oncampaigns and content delivered by MCE and Medical.

• Ensure current CRM enablement.Own and drive effective CRM adoption in the Cluster and ensure alignment with Global data and process standards. Facilitate CRM technical discussions and escalation needs with Global product owners. Support the evolution of CRM and customer engagement platforms through adoption ofAgentForceand other AI-enabled capabilities.

• Lead CRMmigrationin the cluster as part of the CXF program.Lead clusterlevel preparationreadinessand enablement for the CRM migration. Support configuration choicesandlocal integrations while preventing unnecessary customization or technical debt

• Enable local adoption of Next Best Action (NBA) capabilities to deliver personalized customer engagement recommendations while incorporating local needs and market context.Support adoption of Voice of Customer (VoC) capabilities and customer feedback approaches to improve customer engagement effectiveness and experience.

• Drive adoption of Content Factory and Content Innovation capabilities.Enable and support capabilities such asAprimo Content HubAssembleIQ content reuse content activation and modular content approaches while developing local capabilities and understanding ofnew contentways of working.

• Ensure specific CXCommercial and MedicalData standards are followed during local execution.Ensure content and campaign execution produces structured highquality data to support insights reporting and optimization. Work closely with the Cluster DataManagerto ensure interoperability consistency and analytics readiness.

• Collect structured feedback from local users and provide input to IBU and Global DD&T teams.Systematically capture pain points unmet needs capability gaps and successful practices across the Digital CX ecosystem and translate them into clear actionable inputs for global product and platform teams.

• Act as a Digital CX enablement lead for the Cluster.Build confidence and capability in LOC teams through hands-on support and practical guidance. Help non-technical stakeholders understand how to effectively use Digital CX capabilities and platforms to deliver better customer engagement and business outcomes.

DESIRED BEHAVIOUR

• Drives adoption and outcomes through influence not authorityand through effective people leadership. Builds trust with LOCs and global teams to remove barriers and accelerate usage.

• Develops people and leaders. Invests in coaching feedback and capability building to scale impact beyond individual contribution.

• Balances technical depth with pragmatism. Makes sound technical decisions while keeping execution simple and scalable.

• Operates effectively in ambiguity. Navigates evolving CX platforms priorities and market needs with structure and resilience.

• Builds strong crossfunctional networks. Works seamlessly with Commercial Medical Data Technology Compliance and Global DD&T teams.

• COMPETENCIES andEXPERIENCE REQUIREMENTS
  

• Demonstrated experienceleading and developing managers or senior specialistsin a matrix environment.

• Experience balancinghandson delivery with strategic leadershipacross multiple markets or geographies.

• 7 years of experience in Digital CRMMarTechor Customer Experience platforms preferably in Life Sciences.

• Strong handson technical understanding of CRM platforms (e.g. Salesforce) content management systems andMarTechecosystems(eg.SFMC)

• Proven experience enabling adoption of digital platforms across multiple markets or countries.

• Solid understanding of Omnichannel engagement customer journeys and contentdriven engagement models.

• Experience working with data standardsintegrationsand platform interoperability.

• Ability to translate between technical and nontechnical stakeholders with clarity and credibility.

• Experience in changeenablementor transformation roles within complex organizations.

• Preferable LOC experience and understanding of local market realities and constraints.

• Strong collaborationcommunicationand problemsolving skills.

*BENEFITS:

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

• Competitive Salary Performance Annual Bonus

• Flexible work environment including hybrid working

• Comprehensive Healthcare Insurance Plans for self spouse and children

• Group Term Life Insurance and Group Accident Insurance programs

• Employee Assistance Program

• Broad Variety of learning platforms

• Diversity Equity and Inclusion Programs

• Reimbursements Home Internet & Mobile Phone

• Employee Referral Program

• Leaves Paternity Leave (4 Weeks) Maternity Leave (up to 26 weeks) Bereavement Leave (5 calendar days)

ABOUT ICC IN TAKEDA:

• Takeda is leading a digital revolution. Were not just transforming our company; were improving the lives of millions of patients who rely on our medicines every day.

• As an organization we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

Locations

IND - Bengaluru

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time
Employment Type : Full-Time
Experience: years
Vacancy: 1