Omnichannel Engagement Manager

Join Our Team as an Engagement Strategy Leader!

Are you ready to make a significant impact in the healthcare sector? We are looking for a passionate and innovative individual to lead the design and execution of integrated, data-driven engagement strategies for our UK & Ireland portfolio. In this role, you will collaborate with cross-functional teams, including Brand, Medical, Compliance, and Field Sales, to ensure that healthcare professionals (HCPs), NHS stakeholders, and patients receive consistent, relevant, and compliant interactions.

This is your chance to transform how we communicate with the UK & Ireland healthcare community, delivering meaningful, measurable, and ABPI-compliant engagement that supports improved patient outcomes.

Your Key Responsibilities

• Support the planning, development, coordination, implementation, and evolution of the Omnichannel Customer Engagement (OCE) strategy and programs.
• Develop and refine OCE processes and technological solutions.
• Manage digital platforms and tools that support cross-functional initiatives.
• Assist in the development and execution of campaigns, ensuring alignment with brand objectives and CSL OCE strategy.
• Advise local Brand and customer-facing teams on OCE topics, enabling effective use of OCE tools.
• Measure and monitor local OCE effectiveness using defined KPIs.
• Ensure understanding of and adherence to legal and compliance requirements for OCE activities.
• Act as the key affiliate contact for Global OCE, fostering best-practice sharing and supporting capability building at both global and local levels.
• Participate actively in the Brand Plan co-creation process with cross-functional teams.
• Keep the team updated with state-of-the-art digital resources and best-in-class practices within and beyond the pharmaceutical industry.

Key Success Measures

• Demonstrate an agile and forward-thinking approach, leveraging expert strategic partners to deliver a leading omnichannel customer experience in the UK & Ireland.
• Build and develop an internal center of expertise to enhance digital capability and the effectiveness of omnichannel interactions.
• Leverage OCE initiatives to achieve defined KPIs.
• Analyze digital data to inform future business decisions and optimize patient and customer experiences.

What We’re Looking For

Education

• University degree or higher qualification in a relevant field (or equivalent professional experience).

Experience

Essential:

• 5–7 years’ experience in the pharmaceutical industry.
• Demonstrable experience in omnichannel or multichannel marketing within a UK pharmaceutical or medtech organization.
• Strong knowledge of UK pharmaceutical regulations, including the ABPI Code of Practice, GDPR, and MHRA guidance.
• Experience using CRM systems, marketing automation platforms, and analytics tools.

Desirable:

• Familiarity with NHS structure and decision-making processes.

Competencies

• Proven experience designing, planning, and delivering omnichannel/digital marketing campaigns.
• Strong understanding of customer engagement channels, including web and UX design principles, website development, and content management.
• Excellent project management skills, including stakeholder management and budget oversight.
• Outstanding communication, interpersonal, and presentation skills.
• Strong analytical and digital marketing capability, including experience with engagement analytics.

About CSL Vifor

CSL Vifor is a global leader in pharmaceuticals, specializing in innovative therapies for iron deficiency and nephrology. Our mission is to help patients around the world lead better, healthier lives. With our headquarters in St. Gallen, Switzerland, and a parent company, CSL, based in Melbourne, Australia, we are proud to deliver lifesaving therapies to people in over 100 countries.

Why Join Us?

Our Benefits: We offer a comprehensive benefits package designed to support your well-being and career growth.

You Belong at CSL: Inclusion and belonging are at the heart of our mission. By celebrating our differences and fostering a culture of curiosity and empathy, we can better connect with our patients and stakeholders.

Equal Opportunity Employer: CSL is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees.