Omnichannel Engagement 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 & Ireland 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 & Ireland 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 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 Key Success Measures Demonstrates an agile and forward-thinking approach, leveraging expert strategic partners where appropriate to deliver a leading omnichannel customer experience in the UK & Ireland 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 Job Specifications Education University degree or higher qualification in a relevant field (or equivalent professional experience) Experience Essential 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 Desirable Familiarity with NHS structure and decision-making processes Competencies 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 About CSL Vifor CSL Vifor is a global partner of choice for…