About the Role

REPORTS TO: Head of Data, Digital & Technology (DD&T;) Area (Europe / Intercontinental ) ROLE OBJECTIVE Working in close collaboration with cross functional partners across the Cluster, IBU and ICC/GCC teams, you will lead and deliver Digital Customer Experience enablement for the Cluster while managing and developing Digital CX Leads within your remit Act as the Arealevel lead for adoption, capability maturity, and value realization of Customer Engagement, Content, CRM, and Omnichannel capabilities, ensuring global solutions are effectively deployed, adopted, and optimized to deliver business value within local markets, setting direction and standards while remaining hands on in local markets and initiatives . Drive adoption, capability maturity, and value realization of Digital Customer Experience capabilities across the Cluster. Enable local teams to execute customer engagement, content, and omnichannel capabilities effectively by ensuring the right technical setup, standards, and capabilities are in place.



Serve as the primary feedback and learning loop between Cluster execution and DD&T; IBU, to continuously improve platforms and ways of working.

RESPONSIBILITIES
- People Leadership and Capability Development. Directly manage and coach Digital Cx Leads within the Area .
- Set clear objectives, priorities and ways of working aligned to Area and Global DD&T; direction.
- Build a high-performing, engaged Digital CX community across Area through mentoring, capability uplift and shared practices.
- Act as escalation point for complex delivery, capability and resourcing issues.
- Drive cluster adoption, capability maturity, and value realization of Customer Experience and Omnichannel capabilities.
- Ensure consistent, high-quality use of Takeda's customer engagement and MarTech platforms and enable rollout of recent CX capabilities (eg. new channels).
- Enable LOC execution capability (native language, local context) and, where compliant, controlled SFMC e

📌 Digital Cx Lead (Bengaluru)
🏢 Shire
📍 Bengaluru