Role Overview
The postholder will lead the design and execution of integrated, data-driven engagement strategies across digital and field channels for the UK & Ireland portfolio.
They will partner with cross-functional teams — including Brand, Medical, Compliance, and Field Sales — to ensure healthcare professionals (HCPs), NHS stakeholders, and patients experience consistent, relevant, and compliant interactions.
This role plays a critical part in transforming how we communicate with the UK & Ireland healthcare community, delivering meaningful, measurable, and ABPI-compliant engagement that supports improved patient outcomes.
Key Responsibilities
1. Support the planning, development, coordination, implementation, and evolution of the Omnichannel Customer Engagement (OCE) strategy and programmes
2. Develop and refine OCE processes and technological solutions
3. Manage digital platforms and tools supporting cross-functional initiatives
4. Support the development and execution of campaigns, including asset creation aligned with brand objectives and CSL OCE strategy
5. Advise local Brand and customer-facing teams on OCE topics and enable effective use of OCE tools
6. Measure and monitor local OCE effectiveness using defined KPIs
7. Ensure understanding of and adherence to legal and compliance requirements for OCE activities
8. Act as the key affiliate contact for Global OCE, fostering best-practice sharing and supporting capability building at both global and local levels
9. Actively participate in the Brand Plan co-creation process with cross-functional teams
10. Ensure the team remains up to date with state-of-the-art digital resources and best-in-class practices within and beyond the pharmaceutical industry
Key Success Measures
11. Demonstrates an agile and forward-thinking approach, leveraging expert strategic partners where appropriate to deliver a leading omnichannel customer experience in the UK & Ireland
12. Builds and develops an internal centre of expertise to enhance digital capability and the effectiveness of omnichannel interactions, optimising existing channels such as events, webinars, e-detailing, and website engagement in alignment with global and local marketing strategies
13. Leverages OCE initiatives to achieve defined KPIs
14. Analyses digital data to inform future business decisions, optimise patient and customer experience, and support Brand and Digital teams in meeting commercial objectives
Job Specifications
Education
15. University degree or higher qualification in a relevant field (or equivalent professional experience)
Experience
Essential
16. 5–7 years’ experience in the pharmaceutical industry
17. Demonstrable experience in omnichannel or multichannel marketing within a UK pharmaceutical or medtech organisation
18. Strong knowledge of UK pharmaceutical regulations, including the ABPI Code of Practice, GDPR, and MHRA guidance
19. Experience using CRM systems, marketing automation platforms, and analytics tools
Desirable
20. Familiarity with NHS structure and decision-making processes
Competencies
21. Proven experience designing, planning, and delivering omnichannel/digital marketing campaigns, including measurement and reporting of analytics and KPIs
22. Experience managing operational processes critical to omnichannel marketing in pharma (e.g., Closed-Loop Marketing, Customer Engagement Orchestration, Brand Planning, CME plan development)
23. Strong understanding of customer engagement channels, including:Web and UX design principlesWebsite development and content managementEmail marketing and campaign management systemsRemote interaction toolsInteractive detail aids and compliant field communications
24. Strong project management skills, including management of stakeholders, budgets, vendors, and cross-functional teams
25. Excellent stakeholder management and collaboration skills
26. Outstanding communication, interpersonal, and presentation skills
27. Solid understanding of CRM systems, ideally across multiple vendors
28. Strong analytical and digital marketing capability, including experience with engagement analytics
29. Ability to interpret data and customer insights to inform strategy
About CSL Vifor
CSL Vifor is a global partner of choice for pharmaceuticals and innovative, leading therapies in iron deficiency and nephrology. We specialize in strategic global partnering, in-licensing and developing, manufacturing and marketing pharmaceutical products for precision healthcare, aiming to help patients around the world lead better, healthier lives. Headquartered in St. Gallen, Switzerland, CSL Vifor also includes the joint company Vifor Fresenius Medical Care Renal Pharma (with Fresenius Medical Care). The parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people and delivers its lifesaving therapies to people in more than 100 countries.
To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit and CSL Plasma at .
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