Sr. Director, Omnichannel Engagement

Role Overview

The Sr. Director, Omnichannel Engagement leads a high‑performing team to drive digital and omnichannel transformation across IBTs, affiliates, and functions. Acting as a senior thought partner to marketing, medical, and commercial leaders, this role aligns strategy and orients adoption of omnichannel customer engagement platforms.

• Co‑create an omnichannel engagement strategy with the Omnichannel & Digital Strategy leadership team and global regions.
• Set long‑term roadmaps for adoption of tools, systems, and frameworks around omnichannel and commercial excellence.
• Translate senior leadership priorities into actionable omnichannel plans.
• Partner with local and regional needs with global enablement functions (e.g., I&A, I&T) to ensure the right technological, analytical, and capability projects are executed.
• Build, lead, mentor, and grow a cross‑functional team of senior specialists.
development, and a culture of continuous improvement, innovation, and responsiveness.
• Oversee successful rollout and adoption of new systems, tools, and processes relevant to omnichannel engagement.
• Ensure integration of right content, channel, and timing thinking across touchpoints.
• Design, map, and optimize customer journeys for multiple segments, aligning with marketing, medical, and commercial leaders and focusing on KPIs such as ROI.
• Apply state‑of‑the‑art transformation and change management practices.
• Manage budgets, allocate resources (people, partners, technology), and manage vendor relationships.

• Bachelor's or master’s degree in a scientific, business, or related field.
• 12+ years of experience in the pharma/biotech industry, with direct commercial or IT experience supporting commercial functions.
• Strong interpersonal skills and ability to build rapport and credibility with senior leaders.
• Local knowledge of relevant business, legal, compliance, privacy, security, and regulatory requirements.
• Experience working in an international environment and with matrixed, cross‑functional teams.
• Excellent project management, stakeholder management, communication, and relationship‑building abilities.
• Familiarity with global regulations and cultural nuances.
• Strong change and leadership skills.

CSL makes all employment decisions without regard to race, color, religion, national origin, ancestry, age, sex, gender, pregnancy, disability, marital status, sexual orientation, gender identity, genetic information, military status, protected veteran status, or other classifications protected by applicable U.S. federal, state, or local law. CSL complies with all applicable employment laws, including but not limited to Title VII, the Americans with Disabilities Act, the Fair Labor Standards Act, and the Immigration Reform and Control Act.