We have an exciting opportunity for a CX and Omnichannel Lead to join our Respiratory Marketing team based in our Head Office in Manchester.

At Chiesi it is our people who are at the heart of what we do and achieve. A proud family business we are a Top Employer and a Great Place to Work in the UK.

Joining us in the role of CX and Omnichannel Lead, you will be responsible the creation and execution of the Customer Experience and Omnichannel strategy within the Respiratory Marketing team, taking full responsibility for the leadership of the CX and Omnichannel team as well as part of the marketing leadership team.

The post holder will lead the UK Omnichannel Marketing Strategy for the Respiratory and Special Care teams, building capability to deliver seamless, integrated, value-adding experiences across our Marketing and wider Respiratory BU activities

The successful candidate will ideally be educated to degree level, preferably in business, marketing or life science but will consider demonstrable work experience and have strong experience of working in a pharmaceutical/med-tech or similar industry marketing role

We offer a blended approach to work, giving you the flexibility to work from home 2 days per week on mutually agreed days. We also offer a great benefits package including Pension, Private Medical and Dental cover, 25 days leave, competitive salary, and an annual bonus scheme.

The role will be based at our Head Office, we are close to Manchester Airport with excellent public transport links and the added advantage of free car parking and electric charge points if you choose to drive to work.

If this sounds like the role for you then apply now following the apply now link.

We look forward to welcoming you to our team.

Purpose

The CX and Omnichannel Lead is responsible the creation and execution of the Customer Experience and Omnichannel strategy within the Respiratory Marketing team, taking full responsibility for the leadership of the CX and Omnichannel team as well as part of the marketing leadership team.

Main Responsibilities

• Lead the UK Omnichannel Marketing Strategy for the Respiratory and Special Care teams, building capability to deliver seamless, integrated, value-adding experiences across our Marketing and wider Respiratory BU activities
• Lead the creation, development and ongoing optimization of omnichannel campaigns supporting the entire Respiratory portfolio, in collaboration with the customer strategy teams
• Influence and support successful usage of marketing channels as part of the omnichannel mix (e.g. Web platforms, CRM, E-mail) and content across the customer journey
• Lead all forecasting, budgeting, and preparation of omnichannel plans for delivery across each channel including spend, KPI setting, and delivery milestones
• Support the ongoing transformation towards a customer-centric approach within the marketing team, enabling the customer experience manager to continually listen, prioritise and act upon the needs of our customers in collaboration with the customer strategy team.
• Build CX measurement capability and culture to enable ongoing optimization of customer solutions and campaigns for the marketing team.
• Oversee the Patient Support strategy for the Respiratory Marketing team, managing the Patient Lead to develop co-created, needs-led support for asthma and COPD patients
• Collaboration with all cross functional stakeholder groups in the UK and global, ensuring alignment and collaboration
• Budget responsibility in line with budget and agreed phasing
• Responsibility for their teams, ensuring individual members of the team fulfil their potential and develop in line with their capability and career goals
• Support in the development of a Marketing Excellence program across the UK Respiratory Marketing and Corporate Marketing
• Commercial Signatory for UK Respiratory Marketing Team

Experience Required

• Ideally educated to degree level, preferably in business, marketing or life science but will consider demonstrable work experience
• Strong experience of working in a pharmaceutical/med-tech or similar industry marketing role

OR

• Strong experience working within a marketing agency in a client-facing account management or consultative role
• Proven track record of managing complex cross functional projects, including planning, stakeholder engagement, budget management and implementation.
• Experience of managing others and/or leading teams successfully via matrix management
• Proven subject matter expertise within Cx and multichannel/omnichannel and its application within a Commercial Marketing function. Track record of leading teams to design and delivering projects that enhance customer engagement activities across a wide spectrum of marketing disciplines (experience within Pharmaceuticals desirable)
• Excellent communication, change management and presentation skills with the capability to listen and influence stakeholders at all levels.
• ABPI qualified & commercial signatory experience desired