Customer Engagement Manager

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

In our dynamic and evolving business landscape, the Regional Center of Excellence (CoE) for Process and Controls stands as a strategic hub dedicated to fostering operational excellence across our regional operations. This specialized area serves as the nucleus for driving efficiency, compliance, and continuous improvement within our organization.

The Regional Center of Excellence for Process and Controls plays a pivotal role in elevating our operational maturity, fostering a culture of accountability, and instilling confidence in our stakeholders. By championing best practices and maintaining a vigilant focus on controls, we ensure that our regional operations are resilient, adaptive, and well-positioned for sustained success in an ever-changing business landscape.
 

Areas of focus:

1. Standardizing Processes: The Regional CoE meticulously analyzes and standardizes processes to ensure consistency, transparency, and alignment with organizational objectives. The CoE works regionally in the processes of events, promotional materials and interactions with healthcare professionals and healthcare organizations, ensuring better control and visibility.

2. Robust Controls Implementation: With a keen emphasis on risk management and governance, the CoE designs and implements robust controls to safeguard against potential risks. Through rigorous assessments and monitoring, we ensure adherence to regulatory and compliance requirements across LATAM.

3. Continuous Improvement Initiatives: Committed to a culture of continuous improvement, the CoE spearheads initiatives that optimize existing processes. By leveraging data analytics and feedback loops, we identify areas for enhancement, fostering a dynamic environment that adapts to evolving business needs.

Job Description:

As a CoE Manager, your primary responsibilities will include:

• Manage the vendor responsible for organizing events at the affiliate
• Event management, ensuring that policies are being followed, save control and client review
• Management of the corporate travel process / Concur
• Lead the team responsible for HCP hiring and payment processes (speakers) for LATAM
• Lead the team responsible for the hiring process and engagement with HCP (medical associations and societies that organize scientific events such as congresses, conferences, and symposiums) for LATAM
• Lead the team responsible for marketing operations activities
• Management of promotional material processes in the region (LATAM)
• First line of defense for interaction processes with HCP and HCO and periodic presentation of Integrity Review metrics to leadership committees (LATAM)
• Manage the vendor responsible for organizing events at the affiliate
• Event management, ensuring that policies are being followed, save control and client review
• Management of the corporate travel process / Concur
• Lead the team responsible for HCP hiring and payment processes (speakers) for LATAM
• Lead the team responsible for the hiring process and engagement with HCP (medical associations and societies that organize scientific events such as congresses, conferences, and symposiums) for LATAM
• Lead the team responsible for marketing operations activities
• Management of promotional material processes in the region (LATAM)
• First line of defense for interaction processes with HCP and HCO and periodic presentation of Integrity Review metrics to leadership committees (LATAM)

Skills:

• English required
• Spanish required
• Portuguese required

• Strong Organization/Communication Skills, Leadership, teamwork
• Six Sigma certification desirable
• Agility in problem solving

About You
Qualifications:
 

• Proficient in the analysis of data, ideally related to promotional materials and events
• Experience in creating controls and dashboards for monitoring purposes.
• Strong team management skills, with the ability to lead and motivate a team (directly and indirectly)
• Excellent multidisciplinary collaboration skills, fostering effective teamwork with marketing and sales teams.
• Bilingual proficiency in English and Spanish.

Location: Prefer to be based in Brazil (majority of direct team is based).

Additional Information:

• Availability for occasional travel

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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