Digital/AI & Omnichannel Senior Lead

About the role

Position Purpose: Lead and be accountable for the development and execution of the company's omnichannel and AI strategies in Japan, with a strong focus on driving measurable business impact. This role is responsible for translating business priorities, brand strategy, and customer engagement needs into effective omnichannel and AI initiatives that enhance customer experience, business effectiveness, and organizational capability. Working closely with Commercial, Marketing, Sales, Medical, and other cross-functional stakeholders, as well as partnering with the Digital Lead on operational execution, this position is expected to act as a strategic business partner, change agent, and Japan's Omnichannel Champion within the affiliate network, contributing to CSL's broader omnichannel engagement agenda across markets. Reporting Relationships: Report: Head of Business Excellence & Operations Subordinate(s) that report to this role: TBD Main Responsibilities and Accountabilities: 1. Own and drive omnichannel strategy development and execution Lead and be accountable for the development and execution of the overall omnichannel strategy in Japan, aligned with business priorities, brand strategy, and customer engagement objectives Develop omnichannel strategies and recommendations based on a strong understanding of the business, market dynamics, customer needs, and brand goals Partner with brand teams and cross-functional stakeholders to embed omnichannel approaches into business planning and execution Recommend and implement effective channel mix, content strategy, and engagement design to improve customer experience and business impact Monitor omnichannel performance through KPI frameworks, analytics, and actionable insights, and optimize strategy and execution based on results 2. Own and drive AI strategy development and business adoption Lead and be accountable for the development and execution of the AI adoption and utilization strategy across business functions in Japan Identify and prioritize opportunities to apply AI to improve business performance, customer engagement, decision-making, and productivity Translate business needs into practical AI use cases and drive implementation in collaboration with relevant stakeholders Ensure AI initiatives are business-relevant, value-driven, and aligned with organizational priorities 3. Act as a strategic business partner Build a deep understanding of business priorities, customer engagement challenges, market environment, and commercial objectives, and reflect these in strategy development and recommendations Proactively provide strategic proposals that connect digital, AI, and omnichannel capabilities to business opportunities and performance improvement Challenge existing ways of working where appropriate and recommend more effective approaches to create business value Serve as a trusted partner to business leaders by bringing both strategic thinking and practical solutions 4. Drive process, governance, and capability building Establish and optimize processes, tools, and governance for omnichannel and AI-related activities in line with business needs, company standards, and applicable regulations Ensure appropriate integration of customer-related data, insights, and digital initiatives to support more effective and coordinated engagement Build organizational understanding and capability through training, knowledge sharing, and practical guidance on omnichannel and AI topics Act as a subject matter expert for local teams and support the organization in increasing digital and AI maturity 5. Collaborate with Digital/AI & Omnichannel Manager, affiliates, and cross-functional stakeholders Work in close partnership with Digital/AI & Omnichannel Manager, who is primarily responsible for operational and execution-related digital & AI activities, to ensure strong alignment between strategy and implementation Collaborate with Marketing, Sales, Medical, Compliance, IT, Data, and other relevant functions to drive coordinated and effective execution Represent Japan as the Omnichannel Champion in the affiliate network, actively participating in collaboration with Omnichannel Champions in other markets Contribute to CSL's broader omnichannel engagement agenda by sharing local insights, best practices, and learnings, and by supporting alignment with global and regional priorities 6. Ensure compliance and responsible implementation Be responsible for ensuring that all omnichannel and AI-related activities are conducted in line with internal policies, external regulations, data privacy requirements, and industry standards Support the development and implementation of compliant and responsible frameworks for the use of digital tools, customer data, and AI-enabled solutions Act as a trusted advisor to stakeholders on compliant, responsible, and effective omnichannel and AI execution 7. Lead change and continuous improvement Act as a change leader to advance the organization's digital