VP, Omnichannel

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and implement the omnichannel vision for clients.

• Develop comprehensive omnichannel visions and multi-year strategic roadmaps.

• Evaluate the omnichannel maturity of clients and formulate phased implementation strategies.

• Create strategies for customer engagement targeting HCPs, patients, caregivers, payers, and consumers.

• Design channel strategies encompassing paid, owned, earned media, CRM, field, point-of-care, social, search, email, websites, and emerging digital channels.

• Convert business objectives into cohesive omnichannel customer journeys.

• Lead initiatives for organizational change and comprehensive change management plans.

• Assess the readiness of the organization, identifying risks, barriers, and resistance to change.

• Develop stakeholder engagement and communication strategies.

• Establish governance processes for change and monitor adoption metrics.

• Oversee omnichannel media activation across both digital and traditional platforms.

• Optimize media investments through customer insights and real-time performance analytics.

• Build capabilities for Next Best Engagement, including decision engines for Next Best Action, Channel, Content, and Timing.

• Create engagement guidelines and AI-driven personalization frameworks.

• Collaborate with Data Science to implement machine learning models.

• Lead cross-functional orchestration among strategy, creative, media, CRM, field engagement, analytics, and content teams.

• Own the roadmap for omnichannel technology capabilities, including CDPs, CRM, marketing automation, journey orchestration, identity resolution, AI decision engines, data warehouses, reporting environments, content management platforms, and personalization engines.

• Establish scalable omnichannel architecture in partnership with client and internal IT and Digital Experience teams.

• Develop comprehensive customer journey frameworks and journey maps.

• Define omnichannel KPIs, engagement scorecards, and executive dashboards.

• Convert predictive models into actionable engagement logic.

• Facilitate collaboration across Media, Strategy, Creative, Medical, Commercial Operations, Sales, Analytics, Data Science, Technology, Client Services, Product, and Finance.

• Act as the executive sponsor for omnichannel transformation projects.

• Assess emerging technologies in AI, generative AI, predictive analytics, and automation.

• Pilot innovative customer engagement models and media activation strategies.

• Build and lead a high-performing Omnichannel Center of Excellence.

• Mentor directors and senior managers.

• Manage departmental budgets and lead presentations for executives.

• Support business development and initiatives for client growth.

• Represent the organization externally at conferences and through thought leadership.

• Report directly to the Chief Media Officer.

⛳️ Requirements

• Proven executive-level experience in omnichannel marketing, digital strategy, media, CRM, customer engagement, or commercial excellence.

• 12 to 15+ years of experience in relevant industries.

• Over 7 years of experience leading cross-functional teams and enterprise-scale transformation projects.

• Extensive expertise in pharmaceutical, healthcare, or life sciences marketing, particularly in HCP and patient engagement strategies.

• Demonstrated ability to design and scale enterprise omnichannel engagement capabilities across digital, CRM, media, field, and customer support channels.

• Strong knowledge of customer data platforms (CDPs), CRM, marketing automation, AI, analytics, and personalization ecosystems.

• Practical experience with Salesforce Marketing Cloud, Data Cloud, and Sales Cloud.

• Proficient in Adobe Experience Cloud, including AEM, Adobe Journey Optimizer, Real-Time CDP, and Analytics.

• Familiarity with Veeva CRM, Microsoft Dynamics, and other enterprise marketing and customer engagement platforms.

• In-depth understanding of data privacy, consent management, and regulatory requirements affecting omnichannel marketing.

• Knowledgeable about HIPAA, CAN-SPAM, TCPA, CCPA/CPRA, GDPR, UK GDPR, ePrivacy Directive, and other global privacy regulations.

• Ability to translate privacy and compliance requirements into scalable CRM and omnichannel engagement strategies for U.S. and international markets.

• Experience in collaboration with Legal, Compliance, Privacy, Medical, Commercial, and IT departments.

• Comprehensive understanding of identity resolution, customer data management, consent and preference management, and first-party data strategies.

• Proven track record in leading organizational transformation initiatives and promoting the adoption of new technologies, operating models, and working methods.

🏝️ Benefits

• 401K plan with employer match contribution up to 4% (immediately vested).

• Life insurance coverage.

• Disability coverage.

• Medical, dental, and vision insurance plans.

• Flexible working arrangements, including hybrid and remote options.

• Opportunity to work from any location worldwide for two weeks each year.

• 20 vacation days per year.

• One personal well-being day.

• 9 public holidays.

• Gifted holidays at the end of the year.

• Early finish on Summer Fridays in June, July, and August.

• Free counseling services through the employee assistance program.

• Personalized health support.

• Enhanced policies for maternity, paternity, family leave, and fertility support.

• On-demand training and support for professional development.

• Global mobility opportunities within the organization.

• Participation in Employee Network Groups.

• Support for fertility-friendly policies.

• Opportunities for career conversations and cross-capability career moves globally.

• Inclusion in the Disability Confident Scheme and interview accommodations.