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Omnichannel Manager


Job Type

Job Function




On-Site or Remote

Job Type


Competitive salary and benefits

About the Role

*Job description* *Site Name:* UK - London - Brentford *Posted Date:* Jan 23 2024 *Job Description:* We are looking for an Omnichannel Manager who is responsible for driving omnichannel excellence and an enhanced customer experience across GSK UK. This role will report directly into the Omnichannel and Marketing Transformation Lead and will require a close working relationship with the other roles within the Omnichannel CoE, the aligned therapy area stakeholders, Tech, Business Insights, Capabilities and the global/regional omnichannel teams. The two core responsibilities of this individual are: - *Omnichannel Strategy, Planning & Effectiveness * - Partner across an aligned business unit (commercial & medical) to ensure the development and execution of a robust omnichannel strategy. - Utilise data analytics and customer insights to make informed decisions, monitor KPIs and continuously improve the omnichannel experience. - Acts as a hands-on consultant with colleagues to ensure a seamless implementation of the global omnichannel enablers / platforms to enhance impact in execution. - Works closely with the wider Omnichannel CoE to ensure business unit alignment with the UK omnichannel vision and drive best practice sharing across the organisation - Observes and identifies external trends and proactively shares these with the organization to further enhance GSK’s omnichannel ambition. - Ensure quality of outputs in line with GSK standards and the ABPI code - *Channel Excellence * - Lead the UK organisation on driving high impact channel effectiveness. High impact channels to include but not limited to: website, email, social media, advertisement, CRM - Leading on specific channels, drive standardisation and share best practice across the UK to ensure consistent implementation integrated and in alignment with the wider GSK omnichannel architecture - Use data analytics and customer insights to continuously monitor and enhance channel approach and performance to drive greater impact. - Drive innovation within the channels to maximise customer experience. - Alignment with the other channel owners for any changes / improvements for the owned channels. - Making sure the controls are in place for the medical and compliance and related policies and guides are created and kept up to date at all times for the channels owned. - Escalation of issues or managing improvement demand related with channels with the local/ regional/ global product owners or vendors *Essential Skills, Experience & Knowledge: * - A bachelor’s degree with proven experience in omnichannel strategy & execution, preferably in the pharmaceutical industry - Awareness and working knowledge of customer engagement journeys, digital channels, SFMC, website strategy, and other such capabilities - Demonstrated project management skills - Results driven with a passion for excellence in execution & moving projects forward - Strong ability to influence without authority and manage multiple stakeholders across different teams - Strong analytical skills and ability to make data driven decisions - Experience or knowledge of working with agile methodology from a project planning perspective - Strong knowledge of the ABPI code #LI-GSK *Why Us?* GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030. Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce. As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only). We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are. Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on or 0808 234 4391. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a UK Recruitment FAQ guide. Click the link and scroll to the Careers Section where you will find answers to multiple questions we receive . As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially. *Important notice to Employment businesses/ Agencies* GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site. Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency Reporting For the Record site. We’re moving towards a more sustainable future with our new headquarters. With better public transport links and proximity to world-class science and technology institutions, we’re excited for our move to the vicinity of Earnshaw Street, London WC1A (“the New HQ”) by end H1 2024.


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