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.

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.
• Develop customer profiling strategy and tools.
• Develop KPIs and dashboards to inform omnichannel campaign plans.
• Lead rollout of new CRM and marketing automation tools.
• Provide omnichannel journey planning guidance and training.
• Build and lead a virtual digital marketing team.
• Establish and lead pan-EMEA team to develop a digital medical education platform.
• Drive adoption of agile working practices.
• Identify and implement AI use cases to support efficiencies.
• Collaborate to build remote customer engagement capabilities.
• Develop go-to-market models.
• Lead adoption and best practice use of MS Teams.

• 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.
• Experience building/expanding omnichannel ecosystems.
• Knowledge of customer engagement innovations, particularly AI-driven tools.
• Experience measuring campaign performance across channels.
• Experience leading teams.
• Experience in change management.
• Working effectively with external partners/agencies/consultancies.

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