Customer Experience Coordinator

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life?changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless workbut its work worth doing. If youre driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

Areas Of Focus

Leadership and Strategic Direction: The CoE is led as a unified area, setting the vision, priorities, and standards that guide Customer Engagement operations and align them with affiliate strategy.

Standardizing Processes: The CoE meticulously analyzes and standardizes processes to ensure consistency, transparency, and alignment with organizational objectives.

Robust Controls Implementation: With a keen emphasis on risk management and governance, the CoE designs and implements robust controls to safeguard against potential risks. Through rigorous assessments and monitoring, we ensure adherence to regulatory and compliance requirements.

Continuous Improvement Initiatives: Committed to a culture of continuous improvement, the CoE spearheads initiatives that optimize existing processes. By leveraging data analytics and feedback loops, we identify areas for enhancement, fostering a dynamic environment that adapts to evolving business needs.

Job Description
As the Customer Engagement Coordinator for Mexico, you will lead the Customer Engagement Center of Excellence and serve as the main point of accountability for the end?to?end Customer Engagement operations in the affiliate, covering Promotional Materials (PromoMats), Events Management, and HCP/HCO Contracting, Sponsorships and Payments. Reporting to the local Chief Marketing Officer (CMO), you will ensure compliance with Lilly internal policies and local regulatory standards while driving operational excellence across the affiliate.

Your Primary Responsibilities Will Include

Lead the Customer Engagement Center of Excellence in Mexico, setting the direction and priorities for the area, and act as the single point of contact for all Customer Engagement operational matters.

Lead the operational delivery of PromoMats, Events Management, and HCP/HCO Contracting, Sponsorships and Payments for the Mexico affiliate, ensuring quality, timeliness, and compliance.

Conduct data analysis across the three operational pillars (promotional materials, events and HCP payments), generating insights, controls and dashboards to monitor performance and drive optimization.

Design and implement robust controls and governance routines to safeguard against operational and compliance risks, in alignment with Lilly internal policies and applicable Mexican regulations.

Collaborate cross?functionally with Marketing, Medical, Ethics & Compliance, Legal, Finance and Procurement teams in the Mexico affiliate to align operational execution with business strategy.

Manage relationships with external partners (events agencies, creative agencies, vendors and HCPs) to ensure seamless execution and adherence to contractual and compliance standards.

Support the deployment of strategic initiatives and process simplification efforts in Mexico, including the rollout of new tools, platforms and operating models.

Identify continuous improvement opportunities and translate them into actionable plans, leveraging data analytics and feedback loops from local stakeholders.

Ensure consistent reporting to the local CMO on KPIs, risks, and operational performance for the Mexico affiliate.

Qualifications

Bachelors degree in Business Administration, Finance, Engineering, Pharmacy, Marketing or related fields.

Solid experience in customer engagement, operations, compliance, internal controls or related functions, preferably within the pharmaceutical or highly regulated industries.

Proven coordination and leadership skills, with the ability to manage external partners (contractors and agencies) and influence cross?functional stakeholders.

Strong analytical mindset, with proficiency in data analysis and experience creating controls, dashboards and reports for monitoring purposes.

Knowledge of compliance frameworks applicable to the pharmaceutical industry in Mexico (e.g., CETIFARMA / AMIIF Code of Ethics and Transparency, interactions with HCPs/HCOs, Transfer of Value, promotional materials approval, and applicable COFEPRIS and data?protection (LFPDPPP) requirements).

Excellent multidisciplinary collaboration and stakeholder management skills, fostering effective teamwork with Marketing, Medical, Compliance, Legal and Finance teams.

Autonomy, accountability and ability to operate as the single representative of the CoE in the affiliate.

Bilingual proficiency in Spanish and English; Portuguese is a plus.

Location
Mexico

Additional Information

Occasional travel may be required (alignment meetings, training, and onboarding visits to the Brazil and Colombia hubs).

Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

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.

We are dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

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