Digital Enablement Manager

We’re looking for people who are determined to make life better for people around the world.

Position Overview & Responsibilities

Reporting the Digital Team Director, the role will be responsible to lead a cross-functional effort developing a model (framework, processes, tools) to keep on elevating our Digital empowerment across Commercial and Medical.

The Digital Enablement Manager 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 implementing step by step the key Digital milestones while ensuring that the whole affiliate operates accordingly.

New approaches / capabilities will be put in place across priority Therapeutic areas in Medical Affairs and Brands in Commercial to ensure that our emerging processes and platforms are cohesively integrated into Canadian affiliate objectives, structures and omnichannel strategy.

The role will also be responsible for cultivating trusted relationships with key stakeholders (Locally and Globally), to facilitate effective collaboration and infuse 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.

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.

Responsibilities :

• Partner with the relevant Medical teams (through partnership with Medical Operations and Capabilities Director) and Commercial teams to deliver Digital initiatives that will successfully introduce and embed new customer centric approaches / capabilities for planning, execution, and measurement activities
• Support efforts within the affiliate towards the prioritization of all the Digital building blocks and resolve conflicts guided by customer needs and potential business impact leveraging the Digital Governance process.
• Design and coordinate the ongoing change management plans, in concert with the Medica / Commercial leaders, the Digital team and the Learning and development team to align with our omnichannel strategy and incorporate activities and processes into our daily activities.
• Partner with Therapeutic leads to digitally translate the customer decision / emotional journey into customer engagement journeys, segmenting targets based on engagement, channel, and capability recommendations.
• Identify the technology gaps that prevent our HCPs, patients, employees to fully leverage the power of Digital and work with technology teams (local, global, 3rd party) and teams to co-create implement solutions that will meet the outstanding needs.
• Identify the analytical gaps to manage the performance adequately and work with technology teams (local, global, 3rd party) to implement solutions that will meet our outstanding needs.
• Key contributor in all relevant Medical / Commercial data monitoring and reporting activities to utilize data, continually inform and evolve our customer engagement initiatives.
• Is accountable for the Digital solutions implemented, collect feedback and support trouble-shooting efforts when required.
• Participate in the development of standardized best practices, project management, process documentation and resource planning for Digital capability integration into affiliate 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.
• Strategically 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 powered by Digital and Data
• Co-create with the Medical / Commercial teams seamless HCP centric customer experiences while ensuring that internal processes are optimized and efficient.
• Document the newly designed frameworks to ensure the sustainability of digital solutions.
• 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

• Work with the Medical / Commercial teams to translate complex business needs into seamless and intuitive Digital solutions.
• Design, implement and optimize sustainable processes to ensure that the team has a culture of thoughtful risk taking, innovation and customer centricity while maintaining integrity to our platforms, data, infrastructure, 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.

Qualifications :

• Bachelor’s Degree in relevant field (e.g., business, marketing, communications)
• Minimum of 2-5 years of experience with customer facing digital engagement and processes
• Technical expertise with CRM, event management platform, website management, Veeva Email, and automation tools such as powerautomate
• Well versed in data and analytics, with experience in data collection and reporting tools
• Pharmaceutical industry experience
• Minimum of 2 years in Digital with relevant experiences
• Minimum 2 years in change management and operational experience
• Prior experience in multi-channel or omnichannel within the pharmaceutical industry

Additional Skills / Preferences :

• Master of Business Administration
• A strategic thinker who is able to connect the dots and build solid digital roadmaps for our teams
• Experience in Customer Support Platform is a plus
• Proven planning and project management skills
• Strong leadership to influence in all directions, create positive change toward a vision, collaborate crossfunctionally, 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

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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