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Job Description

Job Title: Omnichannel Customer Engagement & Insights Manager

Location: Malaysia, Kuala Lumpur

About the role:

We are seeking a dynamic and experienced Omnichannel Customer Engagement & Insights Manager to lead and execute our stakeholder (HCP, Consumers, Patients) engagement strategies across multiple channels. This role is critical in ensuring seamless and integrated customer experiences, driving engagement, and fostering loyalty within the pharmaceutical sector. The ideal candidate will have a strong background in omnichannel marketing, exceptional strategic thinking, and a deep understanding of the pharmaceutical industry in Malaysia and Singapore.

The position is also responsible for providing a deep understanding of our brands and therapeutic areas by identifying key strategic business questions, conducting market research and data analytics, and delivering insights, thus creating digital solutions & omnichannel actions to support the strategic vision and products for MYSG LOC, especially for the newly launched dengue vaccine.

An omnichannel approach is needed to fulfil the everchanging needs of the changing landscape. Although it is foreseen that the role would primarily be for Vaccine (70%), the position will also be required to support other business units, namely Gastrointestinals and Hematology Oncology, Rare diseases (HORD).

How you will contribute:

Digital / Omnichannel

• Strategy Development: Develop and implement comprehensive omnichannel customer engagement strategies that align with business goals

• Campaign Management: Plan, execute, and optimize omnichannel campaigns across various channels including digital, social media, email, mobile, etc.

• Customer Insights: Leverage data analytics and customer insights to understand customer behaviors, preferences, and trends to inform strategy and improve engagement

• Social Media Management: Develop and manage social media strategies to enhance brand presence and engage with customers on platforms such as Facebook, Instagram, X, TikTok, YouTube

• Digital Marketing: Utilize SEO, SEM, PPC, and other digital marketing techniques to drive online visibility, engagement, and conversion

• Analytics and Reporting: Implement and use digital analytics tools (e.g., Google Analytics, Matomo, social media analytics platforms) to track, measure, and report on the performance of digital marketing and social media campaigns

• Collaboration: Work closely with cross-functional teams and external partners to co-create omnichannel campaigns and ensure integrated customer experiences

• Performance Tracking: Monitor and analyze the performance of customer engagement initiatives, using KPIs and other metrics to measure success and inform continuous improvement

• Compliance: Ensure all engagement activities comply with local regulations and Takeda’s SOP

• Adaptation – Basis local requirement, how global solutions can be adapted for better outcome for the market

• Dashboards – Creating easy to use dashboards to understand outcomes which can be monitored regularly

Customer/Consumer Insights

• Proactively identify insight needs and gaps within the business.

• Apply your business acumen and analytical skills to diagnose external market dynamics and provide relevant insights. Provide well-founded recommendations to support key business decisions and drive outcomes.

• Develop key business questions and independently lead market research and data analytic initiatives to support brand strategy. This includes identifying market research needs, selecting vendors, designing and executing studies, and interpreting research findings.

• Develop customer and consumer insights that are actionable, with a focus in vaccines

• Develop and maintain strong relationships with external research agencies, consultants, and vendors to leverage their expertise and resources for market research projects.

Cross- Functional Collaboration

• Ensure that strong working relationships are fostered between the role and other departments.

• Collaborate with local and I-SEA peers & senior management to develop strategic product omnichannel plans

• Enable and support a positive team environment both within the vaccine team and with cross-functional stakeholders

• Collaborate with ethics, compliance, and legal teams to establish and maintain processes for ethical and legally compliant market research execution.

• Champion a culture of integrity, ensuring adherence to ethical standards and legal guardrails throughout all stages of market research and data analytic activities.

What you bring to Takeda:

Education

• Bachelor's degree in marketing or related field, or equivalent as well as relevant work experience

Required Experience

• At least 5 years of demonstrated, progressive experience in planning and executing digital marketing programs.

• Experience is designing digital customer touchpoints that result in positive customer experiences.

• Deep understanding of and experience in setting up digital and omnichannel marketing campaigns

• Proficient in digital marketing techniques (SEO, SEM, PPC) and social media platforms

• Proficient in digital analytics tools (e.g., Google Analytics, Matomo, social media analytics platforms).

• Understanding of UI/UX principles to ensure optimal user experiences across digital touchpoints (e.g. website, social media platforms)

• Strong analytical and problem-solving skills, with the ability to interpret data and translate insights into actionable strategies

• Ability to work with the marketing & sales team to track and report on key performance indicators and provide recommendations for optimization.

• Proven ability to manage multiple projects simultaneously, with strong organizational and time management skills

• Demonstrated commitment to customer-centric thinking and the ability to build and maintain strong customer relationships

Preferred Experience

• Understanding of the pharmaceutical digital eco-system and key platforms, with hands-on experience in key channels (e.g. CRM, Approved email, Veeva engage, marketing automation)

• Professional digital marketing certifications (e.g. Meta, Google)

• Experience in managing websites using CMS

• Proficient in SQL

Skills & personal characteristics

• Excellent interpersonal and relationship building skills

• Highly collaborative, confident and strong executive presence

• Strategic thinker, innovative, able to drive multiple- simultaneous initiatives, able to work under pressure

• Able to drive consensus across diverse stakeholders to achieve goals

• Ability to identify and proactively addresses issues before they reach crisis points

• Goal oriented, focused, energetic, and enthusiastic

• Passionate and committed in all undertakings

• Excellent verbal and written communication skills in English; fluency in other languages is a plus

• Excellent presentation skills

• IT savvy and process orientated

• Good knowledge of healthcare systems

• Understands the highly regulated pharmaceutical industry and able to think out-of-the-box to develop innovative solutions that are compliant

More about us:

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

Empowering our people to shine:

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

Locations

Selangor, Malaysia

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time