Title:  Senior Manager, Omnichannel Engagement

Job Description

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com Looking to jump-start your career? We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth. We are purpose-driven.  We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work

Role: Omnichannel Engagement Lead

Description: This function will partner with Indegene clients and accounts to elevate Indegene’s positioning as a Strategic Partner and enable seamless client experience with better engagement. This role combines passion for client satisfaction, healthcare domain, digital technology, delivery leadership and work with multiple stakeholders to coach and mentor teams to grow the accounts. As the Engagement lead, you will be an Indegene single point of contact for delivery, strategic positioning, and escalation.  The role will interface across key functions in commercial, medical (internal teams), internal stakeholders & external stakeholders / partners. You will oversee a matrix team assigned to the client delivery and assume accountability for the overall delivery of multi-service line engagements collaborating with practice leads, operations managers, and account managers

This key role works with a key healthcare client (and could be embedded within client digital campaign team) in delivering omnichannel marketing programs. You will be involved in new brand launches, growth brands, and work with strong digital and Omnichannel experts.  You will provide strategic guidance, and help design, develop, and launch various Omnichannel campaigns and capabilities. You must be a strong leader and have both analytical and creative approached with the ability to explain difficult concepts to non-technical users and translate business requirements to solve problems. Must be able to represent Indegene at the highest levels within brand management and commercial operations.   

Must Have

Key Responsibilities

•    Accountable for program level governance, KPIs, SLA adherence and close alignment with DCC program leadership 
•    Drives periodic interlocks with Commercial hub sponsors and leads 
•    Partners with DCC leadership to drive strategic priorities and translate to operational outcomes 
•    Oversees market level & workstream level integrated operations to ensure highest levels of quality, brand satisfaction and alignment on milestones 
•    Manages team performance, utilization and acts as the overall escalation point. 
•    Build strategic relationships with key decision makers across customers orgs to solidify & influence Indegene account presence
•    Provides oversight of the engagement to ensure effective delivery of services 
o    Delivering a seamless and integrated experience to the clients by presenting a unified view of multiple & diverse service lines
o    Build mechanism and system for early alerts and notifications to management for any potential headwinds/risk in an account. Plan proactively to manage such risk/headwinds 
o    Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company as needed
•    Provide thought leadership to drive innovation with Strategy, Operations & Implementation
o    Drive client engagement by leveraging exceptional consultative skills to comprehensively understand their unique challenges, effectively analyse complex business landscapes, and deliver highly tailored solutions
o    Proactively articulate & recommend Indegene as a strategic partner for
•    Aid in establishing organization operations foundation and drive consistency through:
o    Frameworks 
o    Process flows 
o    Strawmen
o    Operational Toolkits 
•    Defines end to end technical solution architecture and recommends the best way of implementation across all digital channels
•    Support the prioritization and execution orchestration of Omnichannel capabilities that will drive personalized marketing journeys and customer experiences 
•    Coordinate the assessment of new technology and identify process needs. 
•    Act as a marketing technology strategic advisor and Service ambassador
•    Provide thought leadership, strategic guidance and project management.  
•    Participate in campaign planning workshops and provide journey advisory
•    Provide cross-channel orchestration solution support

Desired Profile: 
•    10-15 Years of business experience including 5 years of Omnichannel delivery or operations experience with expertise in digital production (e.g. web development) and campaign management activities in Pharmaceuticals industry 
•    Strong ability to build and manage / grow customer relationships, as well as navigate complex buying and decision-making environments. 
•    Deep understanding of digital marketing tactics (e.g. websites, email, paid media, social media, SEO, mobile apps, etc.) and the technology platforms that enable them
•    Manage multiple large-scale programs with complex and heterogenous technology landscape
•    Strong written and verbal communication skills, including proven ability to communicate with technical and non-technical audiences alike

Good to have

•    Robust analytical skills to evaluate operational performance and identify efficiencies or areas of improvement
•    Excellent project, program, and portfolio management skills in a digital domain, with attention to detail, sense of urgency, and a solution-oriented mindset
•    Skilled relationship-builder and cross-functional collaborator, able to manage priorities and drive results across a broad set of internal and external stakeholders.
•    Experience creating detailed reports and giving presentations.
•    Excellent planning, organizational, and time management skills.
•    Ability to travel 

EQUAL OPPORTUNITY

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.