About the job

The Global Omnichannel Operations Lead plays a critical role to coordinate and drive the execution of key strategic and tactical programs for the Global Omnichannel team, in close coordination with other members of GTMC, Digital & GBUs. He/she will report into the Global Omnichannel Head. He/she oversees & optimize the day-to-day operations of the Omnichannel teams to ensure efficiency, productivity & alignment with strategic goals.

Main responsibilities:

Strategic Leadership

• Support the development & execution of Omnichannel strategy that align with business objectives & enhance customer engagement across all channels

Operational Excellence

• Oversee day-to-day omnichannel operations & key projects, ensuring efficient processes, resource allocation & performance optimization. Coordinate and manage Global Omnichannel activities and provide operational support to the Global Omnichannel Leadership Team to help ensure strong collaboration, alignment, and information sharing

Cross-functional collaboration

• Partner with Omnichannel, GTMC, Digital, GBUs teams to implement omnichannel projects & operations

Performance management

• Define Omnichannel operations KPIs & monitor/govern the performance

Governance

• Prepare & coordinate key reviews & meetings, management reports & operational elements. Lead operational planning & execution of core internal leadership team meetings, off-sites

Hub transition

• Support the definition & implementation of hub transition plan (inc. activity mapping, change management)

Budget tracking

• Ensure all budget allocations & reporting are reviewed for accuracy, in collaboration with Finance. Coordinate budget exercises for the Omnichannel team.

About you

• Solid experience in Omnichannel, digital marketing, consulting or related field
• Proven track record in developing & executing omnichannel strategies & operations
• Strong understanding of digital platforms, marketing techonologies & customer experience principles
• Excellent analytical skills with experience in data-driven decision making with the ability to understand, simplify and communicate effectively with others
• Strong project management expertise & prioritizing capacity
• Thrive in fast-paced engagements and experienced in matrix driven project teams/organizations
• Outstanding leadership, communication, change management & stakeholder management abilities
• Healthcare or pharmaceutical industry experience is a plus