Journey Orchestration & Omnichannel Operations Chapter Lead in Bournemouth

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.

This position reports into the Head, Customer Engagement Excellence. It is hybrid and will require you to be onsite two days per week at our Bourne, UK office. Applications from the EU are welcome. Astellas recognises the importance of work/life balance and offers a hybrid working solution allowing a mix of office and remote work, consistent with local standards and Astellas’ Responsible Flexibility Guidelines.

The Journey Orchestration & Omnichannel Operations Chapter Lead is part of the Customer Engagement Excellence (CEE) team within the broader Value Delivery organization. CEE is an integrated global group focused on supporting capabilities across Value Delivery, including Commercial (Sales/Marketing), Market Access and Medical Affairs, to enhance delivery and outcomes while prioritising ethical decision‑making. The Chapter Lead is expected to communicate and consult with members of the CEE team and senior Medical Affairs management to ensure the integrity and independence of Medical Affairs is maintained at all times. This is a “player‑coach” role, responsible for driving deliverables and outcomes while supporting the professional growth of team members.

Role and Responsibilities

• Leadership and Strategy: Collaborate with the Experience & Engagement Practice Lead to define the strategic direction of the Chapter, in alignment with the broader Value Delivery strategy. Define and evolve best practices for journey design, customer activation planning, omnichannel orchestration, and channel integration across global markets. Provide expert oversight to ensure launch, campaign, and journey operations reinforce enterprise standards and compliance boundaries.
• Expertise Development: Seek opportunities to develop team members and elevate their Journey Orchestration & Omnichannel operations skillsets while refining personal expertise. Gather feedback and inputs to assess skillset maturity of team members. Ensure Chapter members are skilled in emerging capabilities, such as automation, AI/ML orchestration engines and evolving technologies.
• Delivery: Lead or contribute to cross‑functional Pod and Value Team delivery. Act as the 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.
• Agile Leadership: Facilitate the interface and communication with teams across markets, acting as a steward of agile methodology to facilitate ways of working. Foster a culture of collaboration, flexibility, and responsiveness to change.
• Resource Allocation: Collaborate with the CEE Practice Leads to align resource capacity with demand from the business and Pods/Value Teams. Manage capacity and workload, making adjustments as necessary to meet demand and timelines.
• Stakeholder Management: Engage with key internal stakeholders to drive strategy and outcomes, as well as key external stakeholders based on Chapter‑specific objectives. Serve as the senior authoritative voice for journey orchestration, campaign ops, UX, and channel strategy in enterprise governance forums.
• Performance and Team Management: Work with Practice Leads to facilitate performance management process, identify high‑potential resources, and support short‑ and long‑term succession planning.

Essential Knowledge & Experience

• Extensive and proven experience in omnichannel marketing, campaign operations, journey orchestration, UX/channel operations, or digital customer experience within life sciences.
• Significant, hands‑on experience overseeing or contributing to campaign execution workflows.
• Experience leading teams in an agile environment, with a strong understanding of agile methodologies and practices.
• Understanding of journey mapping, orchestration logic, NBE/AI‑driven engagement, and customer experience design.
• Strong familiarity with customer data and identity.
• Demonstrated ability to develop talent and foster a culture of continuous learning and improvement.
• Previous experience in a global role or working with cross‑functional teams across different regions.

Education / Qualifications

• Bachelor’s degree in a relevant field (e.g., Business, Marketing, Life Sciences) or equivalent.

Preferred Experience / Qualifications

• Master’s degree or MBA in a relevant field.
• Experience with CDP, marketing automation, journey automation platforms, experimentation frameworks, or NBE operations.
• Working knowledge of Japanese or US market regulatory nuances (beneficial).

What Awaits You at Astellas

• Global collaboration: Become part of a connected global business of like‑minded life science leaders, dedicated to improving patients' lives worldwide.
• Real‑world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• A culture of growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.