The Position
The Omnichannel Strategist will work closely with disease area squads and brand teams to develop an integrated customer experience strategy through an omnichannel go-to-market approach. The primary aim is to realize an integrated Customer Experience (iCX) by leveraging insights-driven omnichannel touchpoints, including digital platforms, print, media, Patient Journey Partner engagements, Congresses, and other customer-centric channels. The Omnichannel Strategist is part of the Digital Excellence team (DEx), responsible for delivering on the business strategy by orchestrating integrated customer experiences through an omnichannel approach, embedding content and channel best practices, and executing strategies via robust digital implementation rather than fragmented efforts.
Responsibilities
Orchestrate a unified and consistent customer experience by connecting channels efficiently, increasing economies of scale through a common omnichannel strategic framework applicable for DAs, launches, and EP.
Coordinate and align omnichannel strategies with business outcomes by collaborating with teams within the Customer Experience & Insights (CXI) department.
Develop and implement an omnichannel strategic framework for disease areas, product launches, and established products.
Collaborate with PDMA and GPS teams to embed omnichannel approaches in franchise strategies.
Utilize data-driven insights to prioritize decisions and enhance customer engagement.
Manage multiple product launches from pre-launch activities to post-launch evaluations.
Partner with CxI capabilities to allocate appropriate resources for therapeutic areas.
Work with the Content Lab and Channel Experience team to deliver targeted campaigns for specific customer segments.
Facilitate high-impact communication through active listening and organizational alignment among global teams.
Foster an environment that supports creativity, inclusivity, and innovation.
Implement omnichannel strategies to enable iCX at both global and local affiliate levels.
Experience & Qualifications
Extensive experience in the pharmaceutical or biotechnology industry, with leadership in marketing and customer engagement.
Experience in creating digital strategies, including go-to-market digital marketing and digital customer engagement.
Expertise in digital channels (email, web, social media, SEO, SEM), data analytics, and their application in digital customer engagement; familiarity with consumer digital devices and apps; early adoption of new technologies; experience in digital transformation within large organizations.
Experience in CX design, including customer journey mapping (from “as is” to “to be” scenarios), Human Centered Design, User Experience Design, and Usability across multiple customer interaction channels.
Skills & Competencies
Visionary : Ability to connect digital transformation and innovation to customer engagement and business impact, aligning CX and Omnichannel Strategy with TA strategic objectives.
Architect : Skilled in fostering organizational structures, processes, and teams that enable innovation and deliver exceptional digital customer experiences.
Catalyst : Entrepreneurial mindset with the ability to mobilize resources, build new engagement tools, and external partnerships.
Coach : Proficient in mentoring teams, encouraging experimentation, and integrating Digital and CX strategies into broader TA plans for long-term customer experience improvements.
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