Omnichannel Manager (Customer Experience Team)

Posting Details

Company: Boehringer Ingelheim Animal Health Canada Inc.
Location: Burlington, Ontario

Posting Date: February 13, 2020
Closing Date: February 25, 2020

Job Description

The Omnichannel Manager in the Customer Experience (CX) Team within Animal Health is responsible to drive the development and implementation of the Canadian Animal Health customer centric multi-channel plans, and will:

Lead the development of execution of the core CX tactics (digital/non-digital) for priority customers and brands.

Lead end-to-end alignment to the Animal Health Business Unit's global channel governance including helping/supporting the IT architecture and collating feedback to define a set of prioritised requirements that informs the global channel strategy blueprint.

Work cross-functionally to plan, implement, measure and evaluate the multichannel activities for the Animal Health brands/businesses in order to help them achieve their strategic and tactical critical success factors and KPIs.

Be the customer champion and to challenge strategic and tactical plans when they deviate from being customer focused.

Accountable for delivering on channel excellence and governance / innovation skills and capabilities. This includes responsibility for compliance, talent management (where relevant), performance measurement (KPI setting and tracking), stability, cost efficiency and delivery of all relevant processes and services provided.

The local end-to-end governance of global Animal Health Business Unit’s CX capabilities and related services.

The continuous improvement of the CX capabilities and the delivery of relevant services

Delivering a localised communication plan with respective business functions and markets to meet business needs and goals.

Local compliance of processes and services with consideration any impact on global requirements.

Drive and support customer centered multichannel excellence in performance, organizational flexibility, diversity, succession planning, coaching, change management and personal growth across Boehringer Ingelheim Animal Health Canada Inc.

Define multichannel segmentation, create customer level plans/goals, produce customer journey plans, define, design and implement campaigns (Customer Journey),  deliver content via relevant and appropriate channels, consent and preference management, integrate and manage social channels, define, measure and report on KPIs.


Accountable for overall localised multi-channel strategy, integrated customer planning processes and CX road map development by ensuring delivery of a customer centered multichannel ecosystem that drives actionable insights and successful results.

Leads the implementation of the customer engagement channel capabilities by developing supportive CX training, streamlining operations, optimising customer journeys, governance, metadata standards, measurement/reporting and maintaining best practices for content and digital asset management.

Implements the local integrated customer and engagement plans  i.e. to define the customer journeys in the multichannel space and guides Boehringer Ingelheim Animal Health Canada Inc. cross functional team through all aspects including: planning, pulling inventory, creating proposals, scheduling campaigns, measuring and reporting KPI's in conjunction with relevant internal stakeholders e.g. sales, marketing, customer service etc.

Ensures local adherence to the global channel governance framework and has the authority to take all necessary actions to ensure that respective local data and platforms owners adhere to the global channel governance strategy.

Implements, measures and reports an agreed set of CX KPI's that are aligned to the delivery of the CX strategy which materially improve the customer experience.

Drives and supports the multichannel performance, organizational flexibility, diversity, succession planning, coaching, change management and personal growth across Boehringer Ingelheim Animal Health Canada Inc.



Bachelor’s Degree

Relevant Marketing, Customer Experience or Customer Service qualification (ideal)

10 years + of proven experience in multi-channel execution (digital AND non-digital) in a Company/BI Operating Unit/Corporate and/or Agency

Strong proven project and process management skills, experience leading project teams and developing business cases, plans, scope definition and presentations

Proven experience in commissioning and analyzing market research, data etc into relevant and pertinent actionable insights

Experience in customer-facing and / or marketing excellence initiatives

Ability to negotiate and influence across a matrix & cross-functional organization

Language: Fluency in oral and written English; further language skills would be an asset

Experience in change management, including communications, training and support, leadership engagement and change network management

Strong written and verbal communication skills

Strong results orientation

Ability to work independently

Observation, interviewing and listening skills

About Us

Boehringer Ingelheim (Canada) Ltd.

Improving the health of humans and animals is the goal of Boehringer Ingelheim, a research-driven pharmaceutical company. In doing so, the focus is on diseases for which no satisfactory treatment option exists to date. The company therefore concentrates on developing innovative therapies that can extend patients’ lives. In animal health, Boehringer Ingelheim stands for advanced prevention.

Family-owned since it was established in 1885, Boehringer Ingelheim is one of the top 20 companies in the pharmaceutical industry. Some 50,000 employees create value through innovation daily for the three business areas of human pharmaceuticals, animal health and biopharmaceuticals. In 2018, Boehringer Ingelheim achieved net sales of around 17.5 billion euros. R&D expenditure of almost 3.2 billion euros, corresponded to 18.1 per cent of net sales.

As a family-owned company, Boehringer Ingelheim plans in generations and focuses on long-term success. The company therefore aims at organic growth from its own resources with simultaneous openness to partnerships and strategic alliances in research. In everything it does, Boehringer Ingelheim naturally adopts responsibility towards mankind and the environment.

The Canadian headquarters of Boehringer Ingelheim was established in 1972 in Montréal, Québec and is now located in Burlington, Ontario. Boehringer Ingelheim employs approximately 600 people across Canada.

More information about Boehringer Ingelheim can be found at or in our annual report:


About the Animal Health Business Unit

We passionately believe in a future in which no animal suffers from a preventable disease.

We provide advanced, preventive animal healthcare. We develop vaccines, parasiticides and pharmaceuticals that protect animals against disease and pain. And we develop new therapies to help those who care for animals to manage chronic diseases more effectively, limiting pain and slowing down disease progression.

Our people are driven by the fundamental principle of prevention over treatment.

Across the globe, we are creating the future of animal wellbeing. It is a future defined by science and powered by innovation. Why innovate? The population of companion animals and its importance for humans is steady increasing. The demand for animal protein is rising. Animal-originated diseases remain a continuous risk to human beings.

We must go beyond medicine to better predict, detect and prevent animal diseases before they arise. Why does this matter? Animal wellbeing enriches humanity. It is the basis of our connection to the animal world. From the vets dedicated to the highest patient care, to the livestock owners who depend on the health of their herds, to the families looking after much-loved pets, animal health and happiness is a vital part of a functional society.

We care for well beings, animals and humans. This is why our commitment to preventive care matters. This is what inspires us.

We are here to anticipate, prevent and ameliorate diseases, enabling those who raise and care for animals to focus on their wellbeing.

We are proud of our work through which we contribute to a better world.

We are the Animal Health Business Unit of Boehringer Ingelheim.


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