Omnichannel Engagment Manager

Role Overview

The postholder will lead the design and execution of integrated, data-driven engagement strategies across digital and field channels for the UK portfolio.

They will partner with cross-functional teams - including Brand, Medical, Compliance, and Field Sales - to ensure healthcare professionals (HCPs), NHS stakeholders, and patients experience consistent, relevant, and compliant interactions.

This role plays a critical part in transforming how we communicate with the UK 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 programmes
  
• Develop and refine OCE processes and technological solutions
  
• Manage digital platforms and tools supporting cross-functional initiatives

• Demonstrates an agile and forward-thinking approach, leveraging expert strategic partners where appropriate to deliver a leading omnichannel customer experience in the UK
  
• Builds and develops an internal centre of expertise to enhance digital capability and the effectiveness of omnichannel interactions, optimising existing channels such as events, webinars, e-detailing, and website engagement in alignment with global and local marketing strategies
  
• Leverages OCE initiatives to achieve defined KPIs
  
• Analyses digital data to inform future business decisions, optimise patient and customer experience, and support Brand and Digital teams in meeting commercial objectives
  

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

• 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
  

• Familiarity with NHS structure and decision-making processes
  

• 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