Omnichannel Engagement Manager

Join Our Team as an Omnichannel Engagement Lead!

Are you ready to make a significant impact in the healthcare sector? As the Omnichannel Engagement Lead for our UK & Ireland portfolio, you will spearhead the design and execution of innovative, data-driven engagement strategies across both digital and field channels. This is your chance to collaborate with cross-functional teams—including Brand, Medical, Compliance, and Field Sales—to ensure that healthcare professionals (HCPs), NHS stakeholders, and patients enjoy consistent, relevant, and compliant interactions.

Your role is pivotal in transforming how we communicate with the UK & Ireland healthcare community, delivering meaningful, measurable, and ABPI-compliant engagement that supports improved patient outcomes.

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, including asset creation aligned with brand objectives and CSL OCE strategy.
• Advise local Brand and customer-facing teams on OCE topics and enable 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.
• Actively participate 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.

Job Specifications

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, including measurement and reporting of analytics and KPIs.
• Experience managing operational processes critical to omnichannel marketing in pharma.
• Strong understanding of customer engagement channels, including web and UX design principles, website development, email marketing, and remote interaction tools.
• Strong project management skills, including stakeholder management, budgets, and cross-functional teams.
• Excellent communication, interpersonal, and presentation skills.
• Solid understanding of CRM systems across multiple vendors.
• Strong analytical and digital marketing capability, including experience with engagement analytics.
• Ability to interpret data and customer insights to inform strategy.

About CSL Vifor

CSL Vifor is a global partner of choice for pharmaceuticals and innovative therapies in iron deficiency and nephrology. We specialize in strategic global partnering, in-licensing, and developing, manufacturing, and marketing pharmaceutical products for precision healthcare. Our mission is to help patients around the world lead better, healthier lives.

Our Benefits

At CSL, we believe in supporting your well-being. Explore our comprehensive benefits package designed to enhance your work-life balance and professional 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. Join us in building a diverse workforce that drives innovation and progress.

Equal Opportunity Employer

CSL is an Equal Opportunity Employer. We are committed to providing reasonable accommodations for individuals with disabilities throughout the application process.