Customer Experience & Omnichannel Manager

ViiV Healthcare is a company 100% focused on HIV that is majority owned by GSK, a global biopharma organization. As an employee of ViiV, you are part of a team united by a clear mission to leave no person living with HIV behind. Additionally, through our shareholder relationship with GSK, you have access to a range of shared benefits and career development opportunities.

Purpose

The Customer Experience and Omnichannel Manager is the expert in omnichannel marketing strategy and execution, with a focus on customer needs and customer channel and content preferences.

This role is responsible for translating customer insights into omnichannel actions and advising the Brand Lead of the assigned brand and customer group in building the Omnichannel strategy and defining customer engagement goals.

In this role You will...

1. Build omnichannel strategies, journey design, execution, analysis and optimization (drive campaign performance analysis; optimize campaign analytics setting requirements) in order to effectively support product strategies.
2. Evaluate the effectiveness of various promotion and marketing campaigns leveraging secondary data sources (Marketing mix model, ROI analysis, Impact of channel dynamics).
3. Lead channel strategy ensuring channel orchestration across different brands and functions.
4. Bring new digital solutions that enhance customer experience through digital transformation.
5. Enable strategic collaboration across customer facing teams to integrate omnichannel marketing into the strategic planning process.
6. Design and optimize process governance campaigns allowing efficient marketing automation at scale.
7. Make business recommendations based on the data findings and ensure sharing and collecting knowledge across teams to establish a comprehensive cross-organizational overview.

Why You?

We are looking for professionals with these required skills to achieve our goals:

Experience

1. University degree with relevant postgraduate degree in life sciences/economics/management or similar discipline.
2. Several years of experience in brand management or digital/omnichannel.
3. Expertise around Omnichannel journey design & marketing execution.
4. Good knowledge of relevant digital tools (e.g. CRM systems, CMS, SEO, AI, data Analytics and reporting tools).
5. Strong analytical skill and data driven thinking.
6. Excellent knowledge of English language (spoken and written).
7. Ability to lead and forge external, internal and international partnerships to leverage resources and expertise.

Preferred Qualifications & Skills:

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

1. Experience in pharmaceuticals / healthcare industry.
2. Understanding of the online regulatory framework for pharmaceutical business.
3. Ability to work independently and within a team environment.
4. Organizational and time management skills to effectively manage completing work activities.
5. Proven ability to translate complex technical matters into digestible and business-oriented communication based on stakeholder needs.
6. Project management skills with demonstrated track record and ability to formulate ROI.

What we offer:

1. Permanent contract in a very Inclusive environment.
2. Smart Working up to 50% for eligible roles.
3. Performance Reward.
4. Flexible Benefits.
5. Company Healthcare Plan.
6. Integrative pension fund.
7. Employee Assistance Programme.
8. Tax assistance.
9. Personal parcel delivery service.
10. Local nursery agreement.
11. Free Company canteen.
12. Coffee Corners.

Closing Date for Applications – 31 marzo 2025

Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

#LI-Hybrid

Why Us?

At ViiV Healthcare, we will not rest until we leave no person living with HIV behind. Until the 39 million people living with HIV is down to zero, we will continue searching for new ways to limit the impact of HIV.

We are the only pharmaceutical company solely focused on combating, preventing, and ultimately eradicating HIV and AIDS. At ViiV Healthcare, we do things differently. Born out of a partnership between GSK and Pfizer in 2009, with Shionogi joining in 2012, we are determined to help end the HIV epidemic. We are guided by our mission to leave no person living with HIV behind and it is this mission that unites our employees located across the globe. We combine expertise in research, manufacturing, policy and more to push the boundaries of what people think is possible in HIV treatment and care. As a result of our connection with GSK, we are able to draw on their proud history and resources. This means that you would receive all the employee benefits offered by GSK.

Living our mission of leaving no person living with HIV behind means keeping inclusion and diversity at the heart of everything we do - from our breakthrough innovation, to our diverse portfolio of medicines as well as the work we do to partner with HIV communities. Having a diverse team and a truly inclusive culture where we’re all able to be ourselves and feel like we belong will make us an even stronger team, better able to perform as a business and deliver on our mission to leave no person living with HIV behind.

ViiV is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.