Intercontinental Hub Digital & Omnichannel Customer Engagement (OCE) Lead

About the Role

Lilly is a purpose-driven global pharmaceutical company dedicated to enhancing life for patients worldwide. With more than 50,000 employees, we tackle complex challenges to deliver transformative medicines and improve health understanding and management. Our Intercontinental Hub (ICH), encompassing emerging markets across Brazil, Colombia, Mexico, Gulf countries, Saudi Arabia, Turkey, Australia, New Zealand, Taiwan, Korea, and alliance countries, serves nearly 100 million people and is crucial for expanding patient access and accelerating growth.

The ICH Digital & Omnichannel Customer Engagement (OCE) Lead is responsible for overseeing a unified OCE capability that integrates commercial and medical engagements across these diverse geographies. This role links country-level medical and commercial leadership with global OCE governance and implements the Deep Digital House model within Medical Affairs for ICH affiliates, establishing performance standards and driving capability building in lower maturity markets.

Key Responsibilities

• Design and manage a seamless, integrated OCE journey architecture that merges commercial and medical engagements for a coherent healthcare professional experience.
• Coordinate affiliate efforts to align brand, scientific, field medical, and outcomes interactions into a unified sequence.
• Serve as the liaison between Country Medical Directors, Commercial leads, and global OCE governance, translating strategic objectives into actionable cross-functional plans.
• Advance the implementation of the Deep Digital House framework within Medical Affairs, tailoring approaches to affiliate-specific archetypes and maturity levels.
• Collaborate with Country Medical Directors and medical teams to embed digital-first engagement strategies in medical operations and scientific communication.
• Develop a Digital Readiness Acceleration Framework for non-priority ICH markets that promotes self-sufficiency in OCE without relying on central funding.
• Identify and plan capability-building measures for affiliates with low digital maturity, facilitating knowledge transfer and coaching support.
• Establish shared KPIs, benchmarking dashboards, and a unified view of healthcare professional engagement across commercial and medical channels.
• Monitor performance metrics throughout the engagement funnel, leveraging data insights to refine strategy and report outcomes to ICH and IBU leadership.
• Maintain governance alignment for the integrated OCE model and participate in quarterly capability reviews and ambassador model activities.

Requirements

• Bachelor’s degree in Marketing, Digital Media, Business, or a related field; a Master’s degree is preferable.
• Over 10 years of commercial experience in pharmaceutical sales, marketing, or medical roles.
• Proficiency with Veeva CRM, Salesforce Marketing Cloud, and/or Adobe Experience Manager supported by strong analytical skills and familiarity with performance dashboards.
• Comprehensive knowledge of digital pharmaceutical content regulations and the agility to adapt strategies across diverse market environments and maturity levels.
• Professional fluency in English; Spanish or additional regional languages are advantageous.

Leadership Competencies

• Demonstrates integrity and courage in upholding regulatory and scientific standards in digital content.
• Applies systems thinking to design integrated OCE models addressing compliance and market maturity challenges.
• Exhibits strong influence and communication skills, translating complex digital frameworks into clear, practical actions.
• Practices inclusive leadership by adapting strategies to varied market archetypes and ensuring capability enhancement in non-priority markets.
• Focuses on operational excellence to deliver timely execution, clear KPIs, and optimized channel performance.

Equal Opportunity & Accessibility

Lilly is committed to fostering a workforce inclusive of individuals with disabilities, providing equitable opportunities to all applicants. Accommodation requests during the application process can be made through the company's accommodation request channel. We maintain a strict non-discrimination policy on age, race, color, religion, gender, sexual orientation, identity, expression, national origin, veteran status, disability, or any legally protected categories.