Senior Specialist, Digital Engagement
Overall Purpose of the Role:
This role is responsible for supporting the Director, Customer Engagement in the development and execution of digital customer engagement strategies. The Senior Specialist, Digital Engagement will oversee omnichannel campaign planning and execution, and collaborate with cross-functional teams to provide digital and social media expertise. The role focuses on driving results through data analytics and providing key insights to cross-functional teams.
Responsibilities:
Support the Director, Customer Engagement in the development of a digital customer engagement strategy blueprint and incorporate it into all projects.
Partner with Director, Customer Engagement for the implementation of globally approved omnichannel engagement models to the Canadian market, including channels, optimized processes, and engagement best practices.
Oversee the omnichannel campaign execution process, including new campaign planning with cross-functional teams, communication with global teams, implementation, tracking project timelines, and reporting ongoing timely results.
Collaborate with cross-functional teams to provide expertise and guidance in digital & social media planning as part of the brand planning process and through ad-hoc special projects. Partner with the team to translate their strategies into comprehensive plans.
Contribute to the tactical execution planning of the annual Business Planning process across all brands.
Serve as a trusted contributor at regular Brand Meetings to optimize omnichannel initiatives, plan for timely execution, and apply meaningful insights to develop impactful customer experiences.
Support any ad-hoc digital initiatives for special projects with the Medical team on Lundbeck Institute Canada.
Support with the Director, Customer Engagement to spearhead AI initiatives aimed at enhancing the efficiency of digital engagement processes and achieving cost savings.
Professional Competencies
Expertise in digital engagement, omnichannel strategies, and social media planning.
Strong project management skills.
Ability to drive results through data analytics and provide key insights.
Excellent stakeholder collaboration and communication skills.
Ability to lead & execute projects with various cross-functional teams & external partners with minimal supervision.
Level of Education
University degree in Commerce, Business Administration, or equivalent.
Required Experience
Minimum 3-5 years of experience in pharmaceuticals with a focus on customer engagement activities.
Strong experience in project management of customer engagement initiatives, encompassing all channels of engagement, including both online and offline.
Proficient in analytical skills
Excellent communication skills in both French & English
