Omnichannel Lead, NOBA

About Ipsen:

Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology Rare Disease and Neuroscience. Supported by nearly 100 years of development experience with global hubs in the U.S. France and the U.K we tackle areas of high unmet medical need through research and innovation.

Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration excellence and impact. At Ipsen every individual is empowered to be their true selves grow and thrive alongside the companys success. Join us on our journey towards sustainable growth creating real impact on patients and society!

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Summary & Purpose of the Position

The Omnichannel Lead Nordics & Baltics is responsible for developing and delivering the affiliate omnichannel engagement agenda to transform customer experience brand execution and business impact across the cluster.

Acting as the senior omnichannel expert for the business the role leads marketing excellence and drives innovation within the affiliate partnering closely with brand medical field and business excellence teams to embed customer-centric journeys strengthen omnichannel capabilities and improve the use of data content and platforms.

This pivotal role requires a self-sufficient and experienced omnichannel leader who can operate with a high degree of autonomy under the general direction of the Strategy & Business Excellence Director bringing the judgment practical capability and influence needed to deliver impact from the outset.

The role provides functional leadership and direction for omnichannel execution across brands working closely with the Customer Engagement Manager to ensure strong translation of omnichannel strategy into high-quality execution.

Main Responsibilities & Technical Competencies

Lead the affiliate omnichannel agenda:
Define and drive the omnichannel engagement approach for Nordics & Baltics in line with business priorities and customer needs.

Act as the affiliate subject matter expert on omnichannel engagement bringing clear recommendations on customer journeys channel choices content deployment and execution priorities.

Partner with relevant key stakeholders to embed omnichannel thinking into planning and execution.

Serve as the key local interface to relevant regional and global omnichannel CRM and digital excellence teams.

Customer engagement and business impact:
Partner with brand teams in translating brand strategy into clear measurable customer journeys and integrated engagement plans.

Bring challenge and perspective to brand teams on how to improve customer experience channel mix content effectiveness and execution quality.

Help brand teams prioritize the actions that will deliver the greatest customer and business impact.

Ensure omnichannel plans are practical customer-focused and aligned with local business priorities.

Build omnichannel capability and drive adoption:
Identify capability gaps across people process content data and systems that limit effective omnichannel execution.

Lead adoption of new omnichannel ways of working across Ipsen Nordics and Baltics.

Coach and enable teams to improve omnichannel understanding planning quality and execution.

Foster a culture of customer-centricity experimentation and continuous improvement across the affiliate.

CRM and platform-enabled engagement:
Lead effective use of CRM and related omnichannel platforms in partnership with system owners and relevant support functions.

Ensure platforms content and data are used in a way that supports the customer journey and brand plan.

Identify opportunities to improve platform adoption workflow simplicity and execution effectiveness.

Work with relevant stakeholders to define required improvements training needs and best practices.

Turn data and insight into action:
Translate engagement data customer insight and performance trends into clear recommendations priorities and actions.
Define and track meaningful omnichannel KPIs that help the business assess effectiveness and improve decisions.
Regularly review performance with key stakeholders and use insight to improve journeys content and channel choices.
Promote an insight-led test-and-learn approach across the affiliate.

Lead in customer-centricity innovation and continuous improvement:
Lead in embedding customer-centric and omnichannel ways of working across the affiliate.

Identify opportunities to test new engagement approaches content formats and channel combinations.

Lead focused test-and-learn initiatives evaluate results and scale what works.

Encourage practical innovation that elevates customer experience field effectiveness and business performance.

Lead and enable omnichannel execution across brands:
Provide functional leadership guidance and prioritization for omnichannel execution across brands.

Ensure strong alignment between affiliate omnichannel strategy and day-to-day execution delivered through customer journeys content activation and channel deployment.

Support consistent execution standards strong coordination and continuous improvement across customer journeys content activation and channel deployment.

Build a clear and effective partnership model between the Omnichannel Lead Customer Engagement Manager and brand teams.

Ensure compliant and effective execution:
Ensure omnichannel activities are delivered in line with Ipsen standards internal processes and relevant local market requirements.

Promote simple scalable and compliant ways of working that support effective execution across brands and markets.

Knowledge & Experience:

Strong experience in omnichannel digital customer engagement commercial excellence or a related field within pharma or healthcare (approximately 3 years experience)
Demonstrated ability to lead omnichannel strategy and execution with limited day-to-day functional guidance
Experience partnering closely with brand teams and cross-functional stakeholders to drive customer engagement and business performance
Experience translating data and customer insight into practical recommendations and measurable actions
Experience with CRM and omnichannel platforms ideally including Veeva or equivalent systems
Experience leading cross-functional projects and managing multiple priorities in a complex environment
Effective track record driving adoption of new capabilities tools and ways of working across teams without direct authority

Demonstrated capacity to build strong relationships across functions and work closely with all levels of the organization including senior management
Strong leadership mindset and proactive approach
Excellent analytical strategic and KPI measurement skills with a high drive for superior results process improvement and simplification
Excellent communication and influencing skills
Advanced understanding of Marketing Sales and customer engagement
Well-developed understanding of digital trends & solutions technology platforms and products
Innovative mindset; inspired curious and unbossed
Knowledge to ensure compliance with applicable laws and compliance codes

Knowledge & Experience (preferred):

Marketing Management experience
Sales and Marketing experience in the Pharma industry
Medical Science degree

Education / Certifications:
University degree in business or digital communication.

Advanced degree in business and/or management digital/ecommerce marketing bioscience

Language(s):
Fluent in English
Scandinavian/Swedish language is an advantage

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