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 pharmaceuticals and innovative, leading therapies in iron deficiency and nephrology. We specialize in strategic global partnering, in-licensing and developing, manufacturing and marketing pharmaceutical products for precision healthcare, aiming to help patients around the world lead better, healthier lives. Headquartered in St. Gallen, Switzerland, CSL Vifor also includes the joint company Vifor Fresenius Medical Care Renal Pharma (with Fresenius Medical Care). The parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people and delivers its lifesaving therapies to people in more than 100 countries.

Our Benefits

For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.

You Belong at CSL

At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.

Equal Opportunity Employer

CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.