Global Omnichannel Capabilities Director

Role Summary

Global Omnichannel Capabilities Director responsible for leading the development, implementation, and optimization of data-driven omnichannel strategies to deliver seamless, personalized customer experiences across all channels, aligned with HCP needs. Based in the Global Digital Office, reporting to the Senior Director, CX Capabilities & Operations.

Responsibilities

• Develop and implement a global omnichannel strategy to enhance digital fluency, improve Customer Experience (CX), and drive adoption of global strategies, tools and platforms across markets.
• Design, scale and embed omnichannel capabilities (e.g., segmentation, personalization, content optimization) globally ensuring they meet business objectives by collaborating across different teams.
• CX global business plan lead working closely with Global Brand teams, advocating for customer-centric strategies informed by insights from healthcare professionals (HCPs), patients and stakeholders.
• Drive innovation by identifying opportunities, adopting new digital tools and platforms that connect online and offline channels.
• Lead CX capability across ViiV, including identification of gaps and areas to focus on, Omnichannel capabilities within Learning & Development Platform, and the annual Digital Excellence Maturity Assessment (DEMA).
• Collaborate with the Data & Analytics team to define KPIs and develop actionable insights from customer data, optimizing omnichannel strategies and ensuring relevance and impact of campaigns and engagement efforts.
• Monitor and report on the effectiveness of omnichannel initiatives, providing recommendations to enhance performance and ROI.
• Ensure all omnichannel strategies adhere to regulatory, privacy, and compliance requirements, particularly in the highly regulated healthcare environment, and champion ethical use of data and technology.

Qualifications

• Bachelor’s degree required; advanced degree in Marketing, Business, Digital Innovation, Data Science, or related field strongly preferred.
• Experience in capabilities, digital marketing, customer experience, or omnichannel strategy, preferably in pharmaceutical or healthcare.
• Proven track record of leading large-scale omnichannel initiatives across multiple geographies.
• Deep understanding of data-driven personalization, segmentation, and analytics for customer engagement.
• Experience working in global organizations and managing cross-functional teams in matrix environments.

Skills

• Strategic thinker connecting business goals to customer-centric omnichannel strategies.
• Expertise in leveraging data and analytics to inform decision-making and optimize customer experiences.
• Strong communication, collaboration, and stakeholder management skills with ability to influence across diverse teams.
• Knowledge of CRM, CDP, marketing automation, content management systems, and related technologies.
• Familiarity with regulatory and compliance considerations in healthcare/pharma.