Global Omnichannel Capabilities Director

ViiV Global Omnichannel Capabilities Director

Position Summary:

ViiV Healthcare's Global Digital & Tech Office is seeking a dynamic and innovative Global Omnichannel Capabilities Director to lead the development, implementation, and optimization of data-driven omnichannel strategies. This role is critical in ensuring ViiV Healthcare delivers seamless, personalized, and impactful customer experiences across all channels, in alignment with HCP needs. The position is based within the Global Digital Office and reports to the Senior Director, CX Capabilities & Operations
.

• Develop and implement a global omnichannel strategy to enhance digital fluency, improve Customer Experience (CX), and drive adoption of global strategies, tools and platforms across markets.
• Design, scale and embed omnichannel capabilities (e.g., segmentation, personalization, content optimization) globally ensuring they meet business objectives by collaborating across different teams.
• CX global business plan lead working very closely with Global Brand teams, advocating for customer-centric strategies informed by insights from healthcare professionals (HCPs), patients and stakeholders.
• Drive innovation by identifying opportunities, adopting new digital tools and platforms that connect online and offline channels.
• Lead CX capability across ViiV, including identification of gaps and areas to focus on, Omnichannel capabilities within Learning & Development Platform, the annual Digital Excellence Maturity Assessment (DEMA).

• Collaborate with the Data & Analytics team to define KPIs and develop actionable insights from customer data, optimizing omnichannel strategies and ensuring relevance and impact of campaigns and engagement efforts.
• Monitor and report on the effectiveness of omnichannel initiatives, providing recommendations to enhance performance and ROI.

• Ensure all omnichannel strategies adhere to relevant regulatory, privacy, and compliance requirements, particularly in the highly regulated healthcare environment.
• Champion ethical and responsible use of data and technology in all initiatives.

We will love your high accountability for impact performance, your ambition for patients and strategic curiosity, and your collaboration and influence abilities. Your passion for our mission and purpose of getting ahead of HIV together will enthuse us! How you work is as important as what you deliver.

• Bachelor's degree required; advanced degree in Marketing, Business, Digital Innovation, Data Science, or related field experience strongly preferred.

• Great experience in capabilities, digital marketing, customer experience, or omnichannel strategy, preferably within the pharmaceutical or healthcare industry.
• Proven track record of leading large-scale omnichannel initiatives across multiple geographies.
• Deep understanding of data-driven personalization, segmentation, and analytics as they relate to customer engagement.
• Experience working within global organizations and managing cross-functional teams in matrix environments.

• Strategic thinker with a strong ability to connect business goals to customer-centric omnichannel strategies.
• Expertise in leveraging data and analytics to inform decision-making and optimize customer experiences.
• Strong communication, collaboration, and stakeholder management skills, with the ability to influence and drive alignment across diverse teams.
• Knowledge of relevant technologies, platforms, and tools (e.g., CRM, CDP, marketing automation, content management systems).
• Familiarity with regulatory and compliance considerations in the healthcare/pharma industry.

Please apply via our online portal providing your CV and Cover Letter.
(Please take a personal copy of the Job Description, as this will not be available online post closure of the advert)

Hybrid – 2/3 days a week onsite.
Closing Date:
Monday 1st December 2025

ViiV is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.