Omnichannel Experience Partner at Astellas

Posted in Other 1 day ago.

Location: Northbrook, Illinois

Job Description:

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at

This position is based in Northbrook, Illinois. Hybrid work from certain states may be permitted in accordance with Astellas' Responsible Flexibility Guidelines. Candidates interested in hybrid work are encouraged to apply.

The Omnichannel Experience Partner interfaces with a designated business/brand/therapeutic area of the US business and is responsible for developing and designing optimal customer engagement and experience capability build frameworks and initiatives. This role will be responsible for interacting closely with commercial teams to coach, counsel, and upskill omnichannel capabilities in order to drive commercial value and fully leverage operating processes. The success of this role is also dependent on being able to lead the development and/or delivery of market specific assessments and facilitate the broad delivery of capability building tools and frameworks. The scope of this role is US specific and requires a broad mixture of skills such as technical comprehension, process details, peer influencing, analytical abilities and the ability to apply operational knowledge to achieve strategic objectives.

Essential Job Responsibilities:

  • Accountable for the successful interface and integration with designated commercial teams that allow for robust advisory support to be provided that optimize delivery of customer engagement and experience

  • Accountable for the creation and localization of global omnichannel frameworks and other capability building initiatives and delivery/facilitation to large groups, ensuring understanding and actionable learnings are provided.

  • Accountable for sharing, teaching, coaching and applying frameworks for omnichannel digital product planning, digital product subject expertise provision and resource allocation that can be leveraged by in-market teams

  • Accountable for driving performance within region/market in partnership with commercial teams across omnichannel capabilities such as channel goal definition, content creation, mix selection and roll-out strategy, customer journey mapping, campaign calendar and channel orchestration and measurement.

  • Accountable for objective assessment of market performance relative to a mixture of metrics including pertinent baselines and other monitoring solutions; responsible to introduce and follow upon action plans / performance plans where markets are underperforming.

  • Responsible to stay closely connected, fully briefed and up to date with stakeholders critical to role success such as:

    • Strategic brand marketing to ensure ability to coach and advise in line with brand strategy

    • Content Operations to ensure counseling on proper behavior and ensuring seamless orchestration across channels

    • Content Platforms to understand and advise on all technical requirements and other solutions potentially unknown in market for upskilling purposes

    • Change management team to coordinate activity and pace of change

  • Represent the business needs, use cases, challenges, and feedback to support the continued evolution of the OSO digital transformation ambitions and agenda

  • Key member of the Omnichannel Strategy & Operations team expected to champion overall organizational ambitions and play an active role as part of the reason why we'll be successful.

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