Omnichannel Engagement Manager

Join Our Team as an Omnichannel Engagement Lead!

Are you ready to make a significant impact in the healthcare sector? We are looking for a passionate and innovative Omnichannel Engagement Lead to spearhead the design and execution of integrated, data-driven engagement strategies for our UK & Ireland portfolio. In this pivotal 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 enjoy consistent, relevant, and compliant interactions.

Your Mission

As the Omnichannel Engagement Lead, you will play a crucial role in transforming our communication with the UK & Ireland healthcare community. Your efforts will deliver 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.
• Participate actively in the Brand Plan co-creation process with cross-functional teams.
• Stay updated with state-of-the-art digital resources and best practices within and beyond the pharmaceutical industry.

Key Success Measures

• Demonstrate an agile and forward-thinking approach to deliver a leading omnichannel customer experience.
• Build and develop an internal center of expertise to enhance digital capability and 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

A 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 in designing, planning, and delivering omnichannel/digital marketing campaigns.
• Strong understanding of customer engagement channels, including web and UX design principles, email marketing, and remote interaction tools.
• Excellent project management skills, including stakeholder management and budget oversight.
• Outstanding communication, interpersonal, and presentation skills.
• Strong analytical and digital marketing capability, with the ability to interpret data and customer insights.

About CSL Vifor

CSL Vifor is a global leader in pharmaceuticals, specializing in innovative therapies for iron deficiency and nephrology. We are dedicated to helping patients lead healthier lives through strategic global partnerships and cutting-edge healthcare solutions. With our headquarters in St. Gallen, Switzerland, and a parent company based in Melbourne, Australia, we are proud to deliver lifesaving therapies to people in over 100 countries.

Why Join Us?

At CSL, we believe in Inclusion and Belonging. Our diverse workforce fuels our innovation and helps us connect better with our patients and stakeholders. We celebrate differences and foster a culture of curiosity and empathy.

Our Benefits

We offer a comprehensive benefits package designed to support your well-being and career growth. Join us and be part of a team that values your contributions and invests in your future!

If you’re ready to take on this exciting challenge and make a difference in the healthcare community, we want to hear from you!