Omnichannel Engagement Manager

Join Our Team as an Omnichannel Engagement Leader!

Role Overview

Are you ready to make a significant impact in the healthcare sector? As our Omnichannel Engagement Leader, you will spearhead the design and execution of innovative, data-driven engagement strategies across digital and field channels for our UK & Ireland portfolio.

In this dynamic 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 efforts will be pivotal in transforming how we communicate with the UK & Ireland healthcare community, delivering meaningful engagement that supports improved patient outcomes.

Key Responsibilities

• Lead 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.
• Support the creation 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 compliance with legal and regulatory requirements for OCE activities.
• Act as the key affiliate contact for Global OCE, fostering best-practice sharing and 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, leveraging expert strategic partners to deliver a leading omnichannel customer experience in the UK & Ireland.
• Build an internal center of expertise to enhance digital capability and optimize omnichannel interactions.
• Leverage OCE initiatives to achieve defined KPIs.
• Analyze digital data to inform future business decisions and support Brand and Digital teams in meeting commercial objectives.

Job Specifications

Education

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

Experience

Essential:

• 5–7 years of 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, 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 and content management
  • Email marketing and campaign management systems
  • Remote interaction tools
  • Interactive detail aids and compliant field communications
• Strong project management skills, including stakeholder management, budgets, vendors, and cross-functional teams.
• Excellent stakeholder management and collaboration skills.
• Outstanding communication, interpersonal, and presentation skills.
• Solid understanding of CRM systems, ideally across multiple vendors.
• Strong analytical and digital marketing capability, including experience with engagement analytics.
• Ability to interpret data and customer insights to inform strategy.

If you are passionate about transforming healthcare communication and ready to take on this exciting challenge, we want to hear from you!