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Digital CX Lead
Takeda Pharmaceuticals
Toronto, CAN
Full Time
Manager
1 weeks ago
MarTechOmnichannel EngagementContent ManagementCRMData PrivacyStakeholder Management
Free
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MarTechOmnichannel EngagementContent Management
About the Role
Takeda is hiring a Digital CX Lead to drive adoption of omnichannel customer engagement and content capabilities in Canada. The role requires deep MarTech expertise and experience enabling digital platforms in pharmaceutical/life sciences.
Key Skills for This Role
MarTechOmnichannel EngagementContent ManagementCRMData PrivacyStakeholder Management
Responsibilities
- Drive adoption of customer engagement and omnichannel capabilities across Commercial and Medical, including TakedaConnect and key web ecosystem touchpoints
- Support local adoption of NBA and Voice of Customer capabilities in close collaboration with DD&T team members and cross functional business partners
- Enable effective utilization of digital engagement platforms and services with focus on MarTech platform integration dependencies
- Ensure content and campaign execution generates structured, usable data for insights, reporting, and optimization
- Systematically capture pain points, unmet needs, and capability gaps in Canada’s Digital CX and content ecosystem
- Drive adoption of Content Factory capabilities and services, including Content Hub, AssembleIQ, and modular content approaches
- Support adoption of AI enabled customer engagement capabilities and emerging solutions
- Partner with Commercial, Medical, MCE, and DD&T teams to enable integrated customer engagement, content excellence, and the local web ecosystem
Requirements
- Bachelor’s degree in Business, Marketing, Technology, Life Sciences, or related field
- 7+ years of relevant experience in digital engagement, omnichannel, customer experience, content management, marketing technology, or CRM/technology roles within pharmaceutical/life sciences
- Deep understanding of customer engagement capabilities, content management approaches, digital channels, and MarTech platforms
- Experience enabling adoption and effective use of digital and content platforms in a local market context
- Experience working across business and technology organizations with strong stakeholder management and communication skills
- Knowledge of data privacy, consent management, and compliance requirements in a regulated environment
- Customer focused and outcome oriented
- Strong collaborator and relationship builder
Full Job Posting
About the role
- As the Digital CX Lead, you will be responsible for enabling the successful adoption, utilization, and value realization of customer engagement and content capabilities within the Canada LOC, with deep MarTech expertise across platforms, integration points, and digital execution.
- You will serve as business partner and point of contact for local customer engagement and content capability enablement, ensuring global capabilities are effectively deployed, adopted, and optimized to support customer engagement objectives within Canada.
How will you contribute
- Drive adoption of customer engagement and omnichannel capabilities across Commercial and Medical, including TakedaConnect and key web ecosystem touchpoints.
- Support local adoption of NBA and Voice of Customer capabilities in close collaboration with DD&T team members and cross functional business partners.
- Enable effective utilization of digital engagement platforms and services, with strong focus on understanding MarTech platform integration dependencies, interoperability needs, and reliable local execution.
- Ensure content and campaign execution is designed to generate structured, usable data for insights, reporting, and optimization.
- Systematically capture pain points, unmet needs, and capability gaps in Canada’s Digital CX and content ecosystem.
- Partner with business teams to improve customer engagement outcomes.
- Drive adoption of Content Factory capabilities and services, including Content Hub, AssembleIQ, and modular content approaches.
- Promote content reuse and content best practices.
- Support adoption of AI enabled customer engagement capabilities and emerging solutions.
- Identify opportunities to improve customer engagement and content effectiveness.
- Share successful practices and lessons learned across teams and markets.
- Partner with Commercial, Medical, MCE, and DD&T teams to enable integrated customer engagement, content excellence, TakedaConnect, and the local web ecosystem.
What you bring to Takeda
- Bachelor’s degree in Business, Marketing, Technology, Life Sciences, or related field.
- 7+ years of relevant experience in digital engagement, omnichannel, customer experience, content management, marketing technology, or CRM/technology roles within pharmaceutical/life sciences.
- Strong growth mindset, with openness to feedback, continuous learning, and adapting quickly.
- Deep understanding of customer engagement capabilities, content management approaches, digital channels, and MarTech platforms, including platform integration and interoperability.
- Experience enabling adoption and effective use of digital and content platforms in a local market context.
- Experience working across business and technology organizations, with strong stakeholder management and communication skills.
- Knowledge of data privacy, consent management, and compliance requirements in a regulated environment.
- Customer focused and outcome oriented.
- Strong collaborator and relationship builder.
- Drives adoption and continuous improvement.
- Promotes knowledge sharing and best practices.
- Demonstrates curiosity for emerging digital and AI enabled capabilities.
Base Salary Range
- CAD 149,000.00 CAD 198,000.00
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