Manager, Digital Innovation and Customer Excellence (15-mos Fixed Term)

Job Description

Job Purpose:
The Digital Innovation Manager will join the Canadian Digital Innovation and Customer Engagement (DICE) team as a critical and integral business partner to Biogen’s Business team, supporting the creation and execution of the digital roadmap for Biogen’s TAs and products, supporting development, execution and optimization of omnichannel assets, journeys, and campaigns.
This position will be part of Biogen’s digital evolution and will contribute to establish Biogen as a differentiated leader in designing customer journeys, content, and experiences to achieve business goals in a customer centric, innovative and value-driven way. The Digital Innovation Manager will have the unique ability to support at both a strategic and tactical level, using data to design omnichannel communication campaigns as part of an integrated customer engagement model, overseeing the tactical operations to execute those campaigns, and suggesting optimization efforts to refine tactics and assets based on insights and analytics.
They will closely integrate with the local DICE team and collaborate with local cross-functional business partners to accelerate the adoption of omnichannel strategies, including the development of materials to support highly personalized customer experiences. Partners will include IT, Data & Analytics, Customer and Marketing Insights, Medical, Marketing & Sales, Value and Access, Legal and Compliance to integrate local frameworks, programs, campaigns, and capabilities to drive omnichannel acceleration and customer engagement planning at Biogen. They will act as an internal subject matter expert and work with external partners such as creative agencies, media agencies, and technology delivery partners.

Responsibilities:

1. Closely collaborate with the local brand teams (incl. Marketing, Medical, Value and Access) to develop, help execute and optimize customer engagement plans with a focus on customer segmentation and personalization.
2. Creative/graphic design and copywriting experience to support the development of marketing/medical campaigns in an agile and well-integrated manner through means of creative concepts and copy drafts.
3. Establish the definition and creation of KPIs with a focus on campaign performance, including reporting and insights gathering to inform and recommend best course of action to all relevant cross-functional partners.
4. Champion the concept of customer engagement plans, customer journeys, and moments of truth across business partners as part of an effort to drive personalization and customer-centricity.
5. Oversee and manage digital ecosystem including data connections and reporting tools to ensure adequate measuring framework to help drive business insights.
6. Research and analyze market trends and competitors and convert insights into reports to be shared with cross-functional partners to establish actionable insights.
7. Perform company business in compliance with relevant regulations, company policies and procedures.
8. All other duties required.

Qualifications:

Education:
• Bachelor’s degree in a relevant field is required.

Experience:
• Experience (>5 years) in an agency or as a freelancer servicing clients in the life sciences/pharmaceutical space in Canada/US.

Language(s):
• Fluent in English, verbal and written with the ability to communicate effectively cross-functionally, spanning all levels of the organization; proficiency with French is an asset.

Skills:
• A good understanding of Life Sciences/pharmaceutical commercial model.
• Understanding of Canada’s regulatory landscape, including product life-cycle, and material approval process for different stakeholders.
• Ability to work across multiple digital platforms and early adoption of new systems/applications.
• Hands-on experience in creative/graphic design tools (e.g. Adobe Illustrator, InDesign, Photoshop, Canva, Sketch or others) that can scale across various media assets (emails, webpages, banners, etc.).
• Demonstrable experience in pharmaceutical/life sciences copywriting.
• A good understanding of paid media strategies for the various stakeholder groups in a pharmaceutical/life sciences domain, including the ability to set up and manage ongoing media campaigns.
• Experience designing and implementing customer engagement strategies grounded in understanding of customer journeys.
• Strong analytical skills with demonstrated ability to assess business results of marketing tactics, define appropriate metrics/KPIs, and maximize value of marketing investment.
• Strong project leadership skills with a solution-oriented mindset, sense of urgency, and attention to detail.
• Ability to prioritize and manage workload in a fast-paced, rapidly changing environment.
• Demonstrated relationship building and cross-functional teamwork skills to effectively direct and influence results across a diverse set of internal and external stakeholders.
• Minimum Bachelor’s degree.
• Strong written and verbal communication skills, including ability to deliver compelling presentations to executive audiences.

Additional requirements:
• Ability to travel as required.

Direct Reports: None

Why Biogen?
We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.