Omnichannel Lead
On-site · London, England, United Kingdom
Job Summary
Lead omnichannel strategy and digital transformation across UK & Ireland, defining a customer-centered engagement approach and leveraging data, analytics, and AI to enhance customer experience and business impact. Act as a key link between local and global teams, ensuring alignment while delivering scalable omnichannel solutions. Responsibilities include customer journey mapping, embedding a customer-first approach, KPIdefinition focused on engagement quality and customer value, and partnering cross-functionally (commercial, medical, IT, global teams) to deliver integrated strategies. Act as subject matter expert for omnichannel platforms (e.g. Veeva CRM/Vault). Design and implement scalable digital solutions and improve capability across teams.
Required Qualifications
- Proven experience in omnichannel strategy and execution (journey design, channel orchestration)
- Strong data-driven mindset with experience using analytics/AI to inform decisions
- Hands-on experience with digital/omnichannel platforms (e.g. Veeva)
- Ability to translate strategy into execution and drive adoption
- Extensive experience in digital/omnichannel roles
- Experience working cross-functionally in a matrix environment
- Good understanding of the pharmaceutical or healthcare environment and compliance
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