Senior Associate – Omnichannel Customer Experience

A leading multinational pharmaceutical organisation is seeking a Senior Associate – Omnichannel Customer Experience to develop and execute customer-centric engagement strategies for healthcare professionals (HCPs). The role involves omnichannel marketing, customer journey optimisation, vendor management, and data-driven campaign performance improvement.

Key Responsibilities

Develop omnichannel engagement plans aligned with brand objectives and business goals.

Optimise digital channels and deliver consistent, measurable customer engagement.

Manage Source of Authority (SOA) partnerships, contracts, purchase orders, and vendor compliance.

Track budgets, forecasts, invoices, accruals, and service delivery.

Design personalised and automated customer journeys across digital channels.

Analyse campaign performance and recommend improvements using dashboards and engagement metrics.

Coordinate with Marketing, Medical, PRA, Regulatory, Brand, and Analytics teams.

Maintain operational plans and ensure compliance with privacy, pharmacovigilance, and quality requirements.

Key Requirements

Bachelor’s degree in Marketing, Business Administration, Communications, Pharmacy, Life Sciences, or a related field.

5+ years of relevant work experience.

Pharmaceutical industry experience is mandatory.

Experience in project management, brand management, or omnichannel campaign management is desirable, particularly 2+ years.

Vendor management, contracting, and purchase-order experience is an advantage.

Strong communication, interpersonal, stakeholder management, and cross-functional collaboration skills.