Digital Cx Manager (IBU DD&T)

Job description

By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use.  I further attest that all information I submit in my employment application is true to the best of my knowledge. Job Description The Future Begins Here At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet. Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement. At Takeda’s ICC we Unite in Diversity Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team About the Role REPORTS TO: Head of Data, Digital & Technology (DD&T) – Area (Europe / Intercontinental)    Working in close collaboration with cross functional partners across the Cluster, IBU and ICC/GCC teams, you will:    • Act as the cluster-level lead for adoption, capability maturity, and value realization of Customer Engagement, Content, CRM, and Omnichannel capabilities, ensuring global solutions are effectively deployed, adopted, and optimized to deliver business value within local markets.  • Drive adoption, capability maturity, and value realization of Digital Customer Experience capabilities across the Cluster.  • Enable local teams to execute customer engagement, content, and omnichannel capabilities effectively by ensuring the right technical setup, standards, and capabilities are in place.  • Serve as the primary feedback and learning loop between Cluster execution and DD&T IBU, to continuously improve platforms and ways of working.   Skills and qualifications: KEY ACCOUNTABILITIES   • Drive cluster adoption, capability maturity, and value realization of Customer Experience and Omnichannel capabilities. Ensure consistent, high-quality use of Takeda's customer engagement and MarTech platforms and enable rollout of new CX capabilities (eg. new channels).  • Enable LOC execution capability (native language, local context) and, where compliant, controlled SFMC execution access to enable fast and simplified delivery of routine campaigns   • Content and Campaigns Enablement. Ensure LOCs can technically deploy, localize and effectively execute on campaigns and content delivered by MCE and Medical.   • Ensure current CRM enablement. Own and drive effective CRM adoption in the Cluster and ensure alignment with Global data and process standards. Facilitate CRM technical discussions and escalation needs with Global product owners. Support the evolution of CRM and customer engagement platforms through adoption of AgentForce and other AI-enabled capabilities.  • Lead CRM migration in the cluster, as part of the CXF program. Lead cluster‑level preparation, readiness and enablement for the CRM migration. Support configuration choices and </