Director Digital and Omnichannel Engagement (EMEA)

Purpose of Role 

Digital and Omnichannel Customer Engagement leads the development of Santen EMEAs digital customer engagement and multichannel strategy building digital capabilities alongside traditional field teams to support business growth. It involves developing integrated engagement plans across both HCP and patient channels including e-commerce digital medical education and CRM-driven solutions. The position provides strategic leadership in evolving our digital footprint and enhancing customer experience. Working cross-functionally it drives innovative customer-centric approaches that align with commercial objectives and deliver results at pace. 

Key responsibilities 

Leadership Responsibilities 

• Create and cascade the vision for digital and multichannel customer engagement and get the EMEA organization motivated and equipped for FY20/FY21 

• Develop customer profiling strategy and tools providing brand teams guidance to create tailored omnichannel journeys 

• Ensure collection of detailed customer profile data using adoption ladder and limiting beliefs framework with comm-ops brand and country teams 

• Develop KPIs and dashboards with comm ops sales management and brand teams to inform omnichannel campaign plans 

• Lead rollout of new CRM and marketing automation tools from a marketing perspective with comm ops and marketing teams 

• Provide omnichannel journey planning guidance templates and training to EMEA and country brand teams 

• Build and lead a virtual digital marketing team supporting recruitment and training of junior digital marketers across countries/clusters 

• Establish and lead pan-EMEA team to develop a digital medical education platform ensuring rollout and adoption across EMEA 

• Build EMEA e-commerce and direct-to-patient digital marketing capabilities developing guidance and sharing best practices 

• Drive adoption of agile working practices by coaching teams and sharing agile learnings across the region 

• Identify and implement AI use cases to support efficiencies and excellence in our omnichannel engagement processes 

Additional Responsibilities 

• Collaborate with comm-ops and sales managers to build remote customer engagement capabilities and develop guidance for remote calls 

• Work with AT/eyecare brand team to develop and test tailored digital/multichannel offerings using agile and customer input 

• Develop go-to-market models for AT/eyecare including channels and sampling 

• Lead adoption and best practice use of MS Teams across the commercial organization 

Qualifications :

Education 

• University degree or equivalent in science and/or business 

• Additional business/marketing qualification(s) 

• Ideal: digital marketing qualification 

Experience 

• At least 10 years pharma/healthcare marketing experience in national and international roles 

• Experience building/expanding omnichannel ecosystems that drive holistic personalized customer experiences e.g. through channel optimization content generation (e.g. modular content) or other aspects of the ecosystem ideally in pharma 

• Knowledge of exposure to and inherent curiosity for latest customer engagement innovations particularly AI-driven tools and solutions 

• Experience measuring campaign performance across channels and implementing customer feedback and learnings 

• Experience of balancing the different needs of countries and regional/global functions 

• Experience of leading teams ideally with above country experience 

• Experience in change management and implementation of new ways of working and tools 

• Working effectively with external partners/agencies/consultancies and running pitches 

Other Competencies 

• Excellent leadership influencing and stakeholder management skills 

• Excellent oral and written communication skills 

• Strong organizational skills and highly accountable to deliver 

• Excellent project management skills across geographies and stakeholders 

• Excellent understanding of digital marketing from within healthcare and outside 

• Ability to understand and communicate well in English (verbal and written); ideally one other European language

Additional Information :

Grow your career at Santen

A career at Santen is an opportunity to make a difference. Through our long-term vision outlined in Santen 2030 we are committed to be a Social Innovator - addressing the social and economic needs of people with visual impairments. We have team members around the world using their diverse talents to unlock new modalities and drive innovations for patient outcomes education and treatment. At Santen we believe in empowering all our team members with flexible ways of working and a highly inclusive work environment. 

The Santen Group is an Equal Opportunity Employer. We are committed to building diverse teams and ensuring a safe and inclusive physical and virtual workplace for every one of our team members. All employment decisions are based on business needs role requirements and individual qualifications regardless of race color ethnicity national origin/ancestry religion sexual orientation gender gender identity/ expression age disability medical condition marital status veteran status or any other characteristic protected by law.  

If you require any kind of accommodation during our recruitment process please let the recruiter from our team know. 

Remote Work :

Yes

Employment Type :

Full-time