Associate Director of Digital Enablement

Reporting the Digital and Tech@Lilly Team Director, the role will be responsible to lead a cross-functional effort developing a model (framework, processes, tools) to elevate technology enabled solutions to reach more patients faster (Accelerate Reach and Scale- ARS) across Marketing, Medical and Sales.  

This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected to be 4-12 days per month, as determined by your manager and business needs.

The Associate Director of Digital Enablement will lead the strategy, the design, the planning, and the execution efforts to provide our customers with seamless, pertinent, high value engagements. This role will focus on being the interface between the Global team and the affiliate stakeholders. The ARS programs being complex in nature, the incumbent will need to translate technical concepts into simple business benefits. In parallel, he/she will manage the end to end change management at the local level, with most teams being deeply impacted by the ARS new ways of operating. 

New approaches/capabilities will be put in place across priority Brands for sales and marketing first and will eventually include medical affairs and teams to ensure that our emerging ARS processes and platforms are cohesively integrated into Canadian affiliate objectives and structures.  

The role will also be responsible for cultivating trusted relationships with key stakeholders to lead effective collaboration and infuse marketing and sales technology best practices and innovation across Lilly Canada to consistently create unparalleled customer experiences. Agile principles will be leveraged to implement initiatives in an iterative manner to shorten our time to market and minimize risks.  

Responsibilities: 

• Lead the initiatives that will successfully introduce and embed new customer centric ARS approaches/capabilities into brand marketing and sales planning, execution, and measurement activities  

• Drive efforts within the affiliate towards the prioritization of all the building blocks and resolve conflicts guided by customer needs and potential business impact  

• Design and execute the ongoing change management plans, in concert with the Sales Insight team, the Digital team and the Learning and development team, to incorporate omnichannel strategy, activities and processes into our daily activities 

• Oversee digital change management, organizational design, and business process improvement. This involves ensuring that new technologies are fully adopted and integrated into daily operations. 

• Technology Integration: Develop, implement, and oversee the company's digital transformation initiatives. This includes working with an integrative approach in all parts of the organization to ensure a smooth transition to digital technologies. 

• Responsible and accountable for the management of OPEX (multi million dollars) to ensure a positive ROI 

• Partner with brand marketing teams to translate the customer decision / emotional journey into a customer engagement journey, sub-segmenting targets based on engagement, channel, and capability recommendations; and ultimately formulate tactical promotional plans and associated business rules to structure planned next best actions and next best engagements according to customer needs and preferences  

• Manage the Canadian affiliate AI and Automation programs across all affiliate departments in collaboration with IBU and Global automation team  

• Lead “Contact Strategy” including Content Supply Chain to seamlessly allow customers to engage with Lilly Canada  

• Identify the analytical gaps to manage the performance of all initiatives adequately and work with technology teams (global, 3rd party) to implement solutions that will meet our outstanding needs  

• Key contributor in all ARS data monitoring, reporting and analysis activities and drive team efforts to utilize data to continually inform and evolve our customer engagement initiatives  

• Collect feedback and support trouble-shooting efforts  

• Participate in the development of standardized best practices, project management, process documentation and resource planning for ARS capability integration into affiliate marketing and sales operations and across Lilly Canada  

• Maintain active perspective on external developments to identify industry benchmarks, best practices, and technical advancements  

Soft skills required: 

A natural collaborator: “team player” mandatory. 

• Actively bring different team members together to identify best practices, collaborate and co-create sustainable and repeatable digital frameworks  

• Gather the outstanding business needs and requirements that technology will need to support  

• Work with key stakeholders to identify, implement and operate new processes and platforms  

• Co-create seamless HCP centric customer experiences while ensuring that internal processes are optimized and efficient  

• Document the newly designed frameworks to ensure the sustainability  

• Ensure smooth transition (change management) from the current processes to the adoption of the new frameworks as our new ways of operating   

A disciplined contributor: “towards digital excellence”  

• Design, implement and optimize processes to ensure that the team has a culture of thoughtful risk taking, innovation and customer centricity while maintaining integrity to our compliance and regulations  

• Ensure cross functional buy-in to new processes and frameworks rollouts with internal and external business partners (Medical, Sales, Marketing, HR, legal, E&C, Digital) 

• Oversees the change management of the newly implemented frameworks by providing support on their usage, training, and maintenance 

Basic Qualifications:  

• Bachelor’s Degree in relevant field (e.g. business, marketing, communications)  

• Minimum of 7-10 years of experience with customer facing processes or functions (sales, marketing)  

• Pharmaceutical industry experience 

• Minimum 5 years change management and operational excellence experience 

Additional Skills/Preferences: 

• Masters of Business Administration preferred  

• Proven planning and project management skills  

• Prior experience in multi-channel or omnichannel marketing, non-personal promotions and/or digital marketing, ideally within the pharmaceutical industry  

• Strong leadership to influence in all directions, create positive change toward a vision, collaborate cross functionally, establish goals and deliver results  

• Demonstrated ability to influence organizational change without authority from peer to senior leadership levels while collaborating and working effectively on a team  

• Demonstrated ability to work with complex and ambiguous situations and provide simple, yet eloquent, solutions  

• Excellent communication skills including High EQ, strong listening skills, great articulation of “why’s,” articulation of concepts clearly  

• Demonstrated ability to be accountable, flexible and build trust-based relationships  

• Demonstrated ability to problem-solve and prioritize effectively