Director, Customer Engagement Platforms

Director, Customer Engagement Platforms

Location:

Remote

time type

Full time

job requisition id

R10567

Job Overview:

 

The Director, Customer Engagement Platforms (CEP) will be responsible for overseeing the development, implementation, and optimization of customer engagement platforms, starting with, but not limited to, Otsuka’s Medical Affairs Disease State Engagement platforms (PsychU, PsychUsim, ADPKDsim, and NephU). Reporting to the Sr. Director for Engagement and insights Excellence, the Director will manage the Customer Engagement Platform Team, collaborate with cross-functional groups, drive innovation, and ensure our communities’ success. Additionally, this role will keep up to date and provide recommendations on engagement tactics and tools to drive future activities. This position requires a deep understanding of customer engagement strategies and tactics, knowledge on engagement platforms and tools, and the ability align our platform initiatives to corporate, above brand and medical strategies. This successful candidate will need strong project management skills, proficiency in team management and team building, and the ability to effectively collaborate cross-functionally to provide high-quality educational resources paired with the best-in-class delivery mechanism needed for today’s healthcare professionals, caregivers, and patients.

 

Key Responsibilities Include:

• Strategy Execution: Execute the overarching customer engagement strategy on current and future engagement platforms, aligning medical/business objectives.
• Platform Management: Lead the management and optimization of customer engagement platforms, including marketing automation and analytics tools.
• Team Management: Lead a high-performing team of operational specialists, including webinar production, medical writing, and customer service engagement specialists.
• Data-Driven Insights: Utilize data analytics and insights to continuously improve engagement strategies and measure performance against KPIs.
• Technology Integration: Stay updated on the latest customer engagement technologies and trends, identifying opportunities for implementation.
• Budget Management: Manage the budget for customer engagement initiatives, ensuring cost-effective solutions.
• Continuous Improvement: Stay informed about the latest developments in disease research and medical education. Seek feedback from users and stakeholders to identify areas for improvement. Implement enhancements and updates to meet evolving educational needs and align with future Omnichannel initiatives.

 

Qualifications:

• BS or BA in Marketing, Communication, Information Technology, or a related field required.
• Advanced degree or equivalent experience (at least 8 years’ experience in pharmaceutical or related industry consulting experience) preferred.
• Preferred experience managing website communities or pharmaceutical educational programs.
• Experience with social media and web analytics (e.g., Google analytics) preferred.
• Proven track record of at least 7-10 years in customer engagement, corporate communications, or related roles, using various engagement platforms.
• Strong leadership and team management skills.
• Proficiency in customer engagement platforms and tools.
• Exceptional analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Strategic thinker with a results-oriented mindset.
• Experience working in remote or hybrid teams is a plus

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

 

Minimum $183,335.00 - Maximum $274,160.00, plus incentive opportunity: The range shown represents a typical pay range or starting pay for individuals who are hired in the role to perform in the United States. Other elements may be used to determine actual pay such as the candidate’s job experience, specific skills, and comparison to internal incumbents currently in role. Typically, actual pay will be positioned within the established range, rather than at its minimum or maximum. This information is provided to applicants in accordance with states and local laws.

 

Application Deadline: This will be posted for a minimum of 5 business days.

 

Company benefits:  Comprehensive medical, dental, vision, prescription drug coverage, company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance, tuition reimbursement, student loan assistance, a generous 401(k) match, flexible time off, paid holidays, and paid leave programs as well as other company provided benefits.

 

Disclaimer: 

 

This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. 

 

Otsuka is an equal opportunity employer.  All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.   

 

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability.  You can request reasonable accommodations by contacting Accommodation Request. 

 

 

Statement Regarding Job Recruiting Fraud Scams

 

At Otsuka we take security and protection of your personal information very seriously. Please be aware individuals may approach you and falsely present themselves as our employees or representatives.  They may use this false pretense to try to gain access to your personal information or acquire money from you by offering fictitious employment opportunities purportedly on our behalf.

 

Please understand, Otsuka will never ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. We will also not offer you money to buy equipment, software, or for any other purpose during the job application process. If you are being asked to pay or offered money for equipment fees or some other application processing fee, even if claimed you will be reimbursed, this is not Otsuka. These claims are fraudulent and you are strongly advised to exercise caution when you receive such an offer of employment.

 

Otsuka will also never ask you to download a third-party application in order to communicate about a legitimate job opportunity. Scammers may also send offers or claims from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official Otsuka email address. Please take extra caution while examining such an email address, as the scammers may misspell an official Otsuka email address and use a slightly modified version duplicating letters.

 

To ensure that you are communicating about a legitimate job opportunity at Otsuka, please only deal directly with Otsuka through its official Otsuka Career website https://vhr-otsuka.wd1.myworkdayjobs.com/en-US/External.

 

Otsuka will not be held liable or responsible for any claims, losses, damages or expenses resulting from job recruiting scams. If you suspect a position is fraudulent, please contact Otsuka’s call center at: 800-363-5670. If you believe you are the victim of fraud resulting from a job recruiting scam, please contact the FBI through the Internet Crime Complaint Center at: https://www.ic3.gov,  or your local authorities.

 

Otsuka America Pharmaceutical Inc., Otsuka Pharmaceutical Development & Commercialization, Inc., and Otsuka Precision Health, Inc. (“Otsuka”) does not accept unsolicited assistance from search firms for employment opportunities.  All CVs/resumes submitted by search firms to any Otsuka employee directly or through Otsuka’s application portal without a valid written search agreement in place for the position will be considered Otsuka’s sole property.  No fee will be paid if a candidate is hired by Otsuka as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.