Omnichannel Engagement Manager

• Support the planning, development, coordination, implementation, and evolution of the Omnichannel Customer Engagement (OCE) strategy and programmes
• Develop and refine OCE processes and technological solutions
• Manage digital platforms and tools supporting cross-functional initiatives
• Support 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
• Ensure the team remains up to date with state-of-the-art digital resources and best-in-class practices within and beyond the pharmaceutical industry

• 5–7 years’ experience in the pharmaceutical industry
• Demonstrable experience in omnichannel or multichannel marketing within a UK pharmaceutical or medtech organisation
• 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
• University degree or higher qualification in a relevant field (or equivalent professional experience)
• 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 (e.g., Closed-Loop Marketing, Customer Engagement Orchestration, Brand Planning, CME plan development)
• 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 management of stakeholders, 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

Familiarity with NHS structure and decision-making processes