Omnichannel Manager (m/f/d) - Customer Engagement

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organization 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.​

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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.​

As an Omnichannel Manager (m/f/d), driving Customer Engagement you will lead an integrated set of multi-channel customer engagement activities to rapidly and efficiently respond to business needs. This role will provide YOU the opportunity to lead key activities to progress YOUR career. 

These responsibilities include some of the following:

• Work closely with Brand Managers in oncology and cross-functional team (Digital, Medical, Sales, Compliance, etc.)
• Direct exchange with Global and European teams. Drive to create an aspirational future state as well as design customer end-to-end experiences through an integration of all sources of insights
• Own customer journey and manage end-to-end customer experience, Integrate external/internal insights: collect customer information from different channels and study external market research reports for trends
• Develop and execute high-level customer engagement roadmap, leading to effective brand results and improved customer experience in line with strategy.
• Understand different processes related to implementation and identify required people within the organization to make sure that vital tasks are being done
• Leverage Omnichannel analytics and performance measurement by monitoring monthly Omnichannel performance figures.
• Define lead and lag Key Performance Indicators (KPIs) and set Omnichannel targets for tracking performance vs target
• Routinely communicate Omnichannel performance outcomes with stakeholders and act swiftly with them based on outcomes.
• Monitor the external digital landscape in the pharmaceutical industry, evaluating new trends and crafting a long-term vision for the company
• Enable the organization to routinely use AI/Maschine Learning Insights and also apply them in role.

Your skills and experience:

• Master’s degree in Business or Science
• Experience in pharma is preferred
• Ability to generate, synthesize and apply customer insights
• Experience in customer journey planning & delivery and end-to-end execution of customer offline and online experiences
• Strong digital knowledge & customer centricity mindset
• Proven experience working in brand teams in an agile operations setting
• Collaborative, curious, empathetic, innovative
• Creative problem solving and analytical thinking
• Strong sense of ownership, can do attitude & competitive mindset
• High-energy and passionate outlook to the job and influence those around you
• Strong communication & stakeholder management skills
• Fluent German (minimum at C1 level) and English language skills

#LI-GSK

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.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.

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