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Digital CX Lead
Takeda Canada Inc.
Toronto, CAN
Full Time
Senior
1 weeks ago
MarTechOmnichannel EngagementContent ManagementCRMStakeholder ManagementData Privacy & Compliance
Free
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MarTechOmnichannel EngagementContent Management
About the Role
Takeda Canada seeks a Digital CX Lead to drive adoption of customer engagement and content capabilities, with deep MarTech expertise. You will enable omnichannel engagement, content factory services, and digital execution across Commercial, Medical, and DD&T teams.
Key Skills for This Role
MarTechOmnichannel EngagementContent ManagementCRMStakeholder ManagementData Privacy & Compliance
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
- Enable effective utilization of digital engagement platforms and services, focusing 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 TakedaConnect
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
Job Description
- Title: Digital CX Lead
- Location: Toronto, Canada
About the role
- Responsible for enabling successful adoption, utilization, and value realization of customer engagement and content capabilities within Canada LOC.
- Deep MarTech expertise across platforms, integration points, and digital execution.
- Works closely across Commercial, Medical, Marketing & Commercial Operations and DD&T.
- Accountable for capability enablement, maturity assessment, best practice sharing, and continuous improvement.
Customer Engagement & Omnichannel
- Drive adoption of customer engagement and omnichannel capabilities across Commercial and Medical.
- Support local adoption of NBA and Voice of Customer capabilities.
- Enable effective utilization of digital engagement platforms and services.
- Ensure content and campaign execution generates structured, usable data.
- Systematically capture pain points and capability gaps.
- Partner with business teams to improve customer engagement outcomes.
Content & Content Factory
- Drive adoption of Content Factory capabilities and services.
- Enable use of Content Hub, AssembleIQ, and modular content approaches.
- Promote content reuse and content best practices.
- Monitor adoption and identify opportunities to improve value realization.
Capability Innovation & Continuous Improvement
- Support adoption of AI enabled customer engagement capabilities.
- Identify opportunities to improve customer engagement and content effectiveness.
- Share successful practices and lessons learned.
- Gather user feedback and recommend capability improvements.
Stakeholder Partnership
- Partner with Commercial, Medical, MCE, and DD&T teams.
- Support rollout and adoption of new capabilities.
- Provide market feedback and local insights to global teams.
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.
- 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.
- Experience working across business and technology organizations.
- Knowledge of data privacy, consent management, and compliance requirements.
- Customer focused and outcome oriented.
- Strong collaborator and relationship builder.
- Drives adoption and continuous improvement.
- Demonstrates curiosity for emerging digital and AI enabled capabilities.
Base Salary Range
- CAD 149,000.00 CAD 198,000.00
Benefits
- Short term and/or long term incentives.
- Subsidies for fitness and internet.
- Medical, dental, and vision insurance.
- Basic life and accidental death and dismemberment insurance.
- Participation in Registered Retirement Savings Plan (RRSP); company match into Deferred Profit Sharing Plan (DPSP).
- Short term and long term disability coverage.
- Annual vacation entitlement; additional paid time off and company holidays.
- Tuition reimbursement program.
- Variety of well being benefits.
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