Omnichannel Manager – Specialty Care & Oncology

Job Purpose

The Omnichannel Manager will enable growth and launch readiness across the Oncology & Specialty portfolio by designing and orchestrating integrated engagement across field and digital channels. The role will translate deep customer, account and patient-pathway insights into differentiated journeys for specialist customers and priority institutions, optimize channel and content effectiveness through data and analytics, and partner closely with Marketing, Sales, Medical, Market Access and other cross-functional teams to deliver coordinated, high-quality and compliant customer experiences.

Key Responsibilities

• Omnichannel strategy & customer journeys: Develop and execute integrated omnichannel strategies and customer journeys for priority Oncology & Specialty segments and accounts, connecting field, digital, remote and other approved channels to portfolio priorities and customer needs.
• Customer, account & pathway insights: Use customer insights, CRM data, channel analytics, account dynamics and patient-pathway understanding to inform segmentation, identify engagement opportunities and tailor customer journeys.
• Content & channel orchestration: Partner with Marketing, Medical and relevant functions to translate asset and launch priorities into fit-for-channel engagement and content plans appropriate to specialist customers and institutional stakeholders.
• Field force & cross-functional integration: Work closely with Sales, Medical and Market Access teams to connect omnichannel plans with customer- and account-facing execution, enable adoption of relevant tools/content and incorporate field insights into continuous optimization.
• Launch readiness & performance optimization: Support launch and indication-expansion readiness through integrated channel planning; establish KPIs and dashboards to assess reach, engagement and channel effectiveness and translate insights into timely actions.
• Cross-functional execution & governance: Orchestrate omnichannel initiatives across a complex stakeholder environment, ensuring timely execution, appropriate use of resources and adherence to GSK promotional, privacy, digital, medical and governance requirements.
• Change management & adoption: Lead the adoption of new omnichannel ways of working across the business, enabling teams to embed new capabilities, tools and processes into day-to-day execution and driving sustained behavioral change.

Indicative Performance Measures

• Customer reach, engagement and conversion across priority segments.
• Customer journey and channel effectiveness, including adoption of agreed omnichannel plans.
• Content engagement and effectiveness across approved channels.
• Quality and timeliness of cross-functional execution and launch/campaign delivery.
• Actionable use of CRM, customer and channel insights to optimize plans.
• Effectiveness and productivity of omnichannel investment.
• Compliance and governance outcomes, including timely closure of actions.

Experience Required

Educational Background

• Degree in Science, Business, Marketing or related discipline. Relevant pharmaceutical/commercial experience is required; therapy-area experience is an advantage.

 Knowledge & Experience

• Experience developing and executing omnichannel/customer engagement strategies within pharmaceuticals; Oncology and/or Specialty experience is strongly advantageous.
• Understanding of specialist care environments, key institutions/accounts and complex customer and patient pathways.
• Experience using CRM, customer data, analytics, marketing automation and digital channels to design and optimize customer journeys.
• Strong understanding of brand/asset strategy, launch planning, customer engagement and content/channel planning.
• Demonstrated experience partnering with Sales, Medical, Market Access and other cross-functional teams in a complex matrix environment.
• Experience supporting new product/indication launches or major portfolio initiatives through integrated engagement planning.
• Sound understanding of pharmaceutical promotional, digital, privacy, medical and governance requirements.

Core Capabilities

• Strong customer and commercial orientation.
• Data-driven decision making and analytical capability.
• Omnichannel and digital fluency.
• Cross-functional leadership, influencing and stakeholder management.
• Strong execution, planning and project management.
• Ability to influence, enable and embed new ways of working across cross-functional teams.
• Sound judgement, integrity and commitment to doing the right thing.

Skills

Business Acumen, Customer Experience (CX), Data to Insights, Digital Fluency, Digital Marketing, Product Lifecycle, Scientific Literacy

 

 

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

 

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

 

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

We are committed to creating an inclusive workplace and providing equal opportunities for all applicants. We embrace an agile working culture across our roles, so if flexibility is important to you please discuss opportunities with our hiring team. If you need any adjustments to the recruitment process to help you demonstrate your strengths and capabilities, contact [email protected]. Please note this email is for adjustment requests only; for other enquiries please use our standard contact channels.

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