Full-Time Director Digital and Omnichannel Engagement (EMEA)

Digital and Omnichannel Customer Engagement leads the development of Santen EMEA’s 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.

• Create and cascade the vision for digital and multichannel customer engagement and get the EMEA organization motivated and equipped.
• 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.
• Develop KPIs and dashboards to inform omnichannel campaign plans.
• Lead rollout of new CRM and marketing automation tools.
• 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.
• Establish and lead pan-EMEA team to develop a digital medical education platform ensuring rollout and adoption.
• 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.
• Collaborate with comm-ops and sales managers to build remote customer engagement capabilities and develop guidance for remote calls.
• Develop go-to-market models including channels and sampling.
• Lead adoption and best practice use of MS Teams across the commercial organization.

• University degree or equivalent in science and/or business.
• Additional business/marketing qualification(s) Ideal: digital marketing qualification.

• At least 10 years pharma/healthcare marketing experience in national and international roles.
• Experience building/expanding omnichannel ecosystems that drive holistic, personalized customer experiences.
• 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.

• 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

What is the last date for applying to the job?

Which countries are accepted for this remote job?