Omnichannel Engagement Manager

Join Our Team as an Omnichannel Customer Engagement Lead!

Are you ready to make a significant impact in the healthcare community? 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 enjoy consistent, relevant, and compliant interactions.

This is your chance to transform how we communicate with the UK & Ireland healthcare community, delivering meaningful and measurable 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, 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 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 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 enhance 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 in the pharmaceutical industry with demonstrable experience in omnichannel or multichannel marketing.
• 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 capabilities, 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.

Our Benefits

At CSL, we believe in supporting our employees' well-being. For more information on our benefits, please explore our dedicated resources.

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 creating 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.