Journey Orchestration & Omnichannel Operations Chapter Lead

Journey Orchestration & Omnichannel Operations Chapter Lead

Position details can be found on Astellas careers portal.

Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. Learn more at

This position reports into the Head, Customer Engagement Excellence. It is hybrid and may be based in any country with an active Astellas legal entity. The role requires onsite presence at our Bourne, UK office 2 days per week. Applications from EU are welcome.

The Chapter Lead supports the Customer Engagement Excellence (CEE) team within the broader Value Delivery organization. The role drives critical deliverables, manages a chapter team, and maintains Medical Affairs integrity. The position is a “player‑coach” responsible for driving deliverables while supporting team professional growth, leading cross‑functional Pods and Value Teams, and managing resource allocation and stakeholder expectations.

• Leadership and Strategy
  • Collaborate with the Experience & Engagement Practice Lead to define the strategic direction of the Chapter.
  • Define and evolve best practices for journey design, customer activation planning, omnichannel orchestration, and channel integration across global markets.
  • Ensure the integrated capabilities of US/JP campaign ops, NBE, journey orchestration, channel strategy, UX, and customer data acquisition operate as a cohesive Chapter.
  • Provide oversight to ensure launch, campaign, and journey operations reinforce enterprise standards.
• Expertise Development
  • Seek opportunities to develop team members and elevate Journey Orchestration & Omnichannel operations skillsets.
  • Gather feedback and assess skillset maturity of team members.
  • Develop capability frameworks and maturity assessments to drive enterprise adoption.
  • Ensure Chapter members are skilled in emerging capabilities such as automation, AI/ML orchestration engines, and evolving technologies.
  • Ensure every journey or campaign has clear data requirements, operational feasibility, compliance, and measurement plans.
• Delivery
  • Lead or contribute to cross‑functional Pod and Value Team delivery.
  • Act as senior functional expert for Value Teams working Journey and Campaign Execution.
  • Partner with Customer Data Acquisition specialists to ensure journeys and campaigns use compliant data signals, preferences, and identity flows.
  • Align journey design with CDP, CIAM, CRM, and analytics tooling.
• Agile Leadership
  • Facilitate interface and communication with teams across markets.
  • Ensure team uses agile ways of working, providing skills development as needed.
  • Foster a culture of collaboration, flexibility, and responsiveness to change.
• Resource Allocation
  • Collaborate with the CEE Practice Leads to align resource capacity with business demand.
  • Adjust Chapter resourcing to match global demand cycles (brand launches, campaign calendar, NBE maturity).
• Stakeholder Management
  • Engage with internal stakeholders to drive strategy and outcomes.
  • Act as primary liaison between Gx HUB Lead and Practice Leads.
  • Collaborate with other Chapter Leads to support internal and external customer needs.
  • Serve as senior authoritative voice for journey orchestration, campaign ops, UX, and channel strategy.
• Performance and Team Management
  • Support performance management, identify high‑potential resources, and plan succession.
  • Address team performance challenges and capability gaps.

• Extensive and proven experience in omnichannel marketing, campaign operations, journey orchestration, UX/channel operations, or digital customer experience within life sciences.
• Hands‑on experience in campaign execution workflows (email, Marketing Automation, CLM, paid, web).
• Experience leading teams in an agile environment.
• Understanding of journey mapping, orchestration logic, NBE/AI‑driven engagement, and customer…