Head of Global Omnichannel Hub (UK)

Make your mark for patientsWe are looking for aHead of Global Omnichannel Hub,who is impactful, collaborative, and culturally agile to join us in our Global Omnichannel team. This position can be based in either ourBrussels, Belgium,Monheim, GermanyorSlough, United KingdomOffices inEurope. Thishybridposition requires a minimum of 40% on site presence and up to 20% domestic/international travel.About the roleThe Head of Omnichannel Hub is responsible for delivering high-quality, scalable, and tech-enabled omnichannel services that power efficient and effective execution across UCB’s regional and local teams. This leader oversees service delivery, operational excellence, and continuous innovation to ensure the Hub functions as a strategic enabler of omnichannel maturity and performance globally.Who you’ll work withYou will be a part of the Global Omnichannel Leadership Team, working closely with regional and affiliate teams to understand their Omnichannel needs, and with critical enabling partner functions across the world including Digital Technology, Insights to Impact, Global Marketing, Marketing Operations, Analytics, and others, to deliver seamless, data- and technology-driven customer experiences.What you’ll doDesign and evolve scalable omnichannel services within UCB’s centralized Omnichannel HubOwn the Hub services roadmap, prioritizing launches and identifying future service needsEnsure Hub performance through KPIs, governance, and continuous feedback mechanismsManage Hub operating model: intake, forecasting, service level agreements, delivery, and performance reportingPromote efficiency and scalability via standardization and global process alignmentLead service owners to deliver and optimize services aligned with business and market needsCoordinate services delivered by cross-functional teams beyond direct reporting linesIntegrate emerging technologies into services with Digital Technology, Insights to Impact, Marketing, and AnalyticsPartner with affiliates to ensure Hub services meet needs and drive adoptionInterested? For this role we’re looking for the following education, experience and skillsMinimum Experience/Skills Required:10-15+ years of experience in digital operations, service delivery, or omnichannel enablement ideally within pharma, or at least within life sciences or another regulated industry.Fluency in English is requiredBachelor’s DegreePreferred Experience/SkillsMaster’s Degree/Other Advanced DegreeProven track record in designing and scaling digital or omnichannel services in a global or regional shared services modelStrong operational and delivery mindset with experience in resource planning, project portfolio management, and performance trackingProven success scaling omnichannel services in global or regional shared service modelsStrong operational mindset with expertise in planning, delivery, and performance trackingDeep knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAISkilled in service frameworks: intake models, SLAs, KPIs, and governanceUnderstanding of omnichannel strategy and pharma customer journey designFamiliarity with global/local execution, regulatory, privacy, and channel nuancesSuccess driving internal service adoption through a “pull” model across geographiesFluency in other languages are highly desirable (French, German, Italian, Spanish)Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!About usUCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.Why work with us?At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws.Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on EMEA-Reasonable_Accommodation@ucb.com. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel. #J-18808-Ljbffr