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Head of Global Omnichannel Hub
il y a 2 semaines
Make your mark for patientsWe are looking for a Head of Global Omnichannel Hub, who is impactful, collaborative, and culturally agile to join us in our Global Omnichannel team. This position can be based in either our Brussels, Belgium, Monheim, Germany or Slough, United Kingdom Offices in Europe. This hybrid position requires a minimum of 40% on site presence and up to 20% domestic/international travel.About the roleThe Head of Omnichannel Hub is responsible for delivering high-quality, scalable, and tech-enabled omnichannel services that power efficient and effective execution across UCB’s regional and local teams. This leader oversees service delivery, operational excellence, and continuous innovation to ensure the Hub functions as a strategic enabler of omnichannel maturity and performance globally.Who you’ll work withYou will be a part of the Global Omnichannel Leadership Team, working closely with regional and affiliate teams to understand their Omnichannel needs, and with critical enabling partner functions across the world including Digital Technology, Insights to Impact, Global Marketing, Marketing Operations, Analytics, and others, to deliver seamless, data- and technology-driven customer experiences.What you’ll doDesign and evolve scalable omnichannel services within UCB’s centralized Omnichannel HubOwn the Hub services roadmap, prioritizing launches and identifying future service needsEnsure Hub performance through KPIs, governance, and continuous feedback mechanismsManage Hub operating model: intake, forecasting, service level agreements, delivery, and performance reportingPromote efficiency and scalability via standardization and global process alignmentLead service owners to deliver and optimize services aligned with business and market needsCoordinate services delivered by cross-functional teams beyond direct reporting linesIntegrate emerging technologies into services with Digital Technology, Insights to Impact, Marketing, and AnalyticsPartner with affiliates to ensure Hub services meet needs and drive adoptionInterested? For this role we’re looking for the following education, experience and skillsMinimum Experience/Skills Required:10-15+ years of experience in digital operations, service delivery, or omnichannel enablement ideally within pharma, or at least within life sciences or another regulated industry.Fluency in English is requiredBachelor’s DegreePreferred Experience/SkillsMaster’s Degree/Other Advanced DegreeProven track record in designing and scaling digital or omnichannel services in a global or regional shared services modelStrong operational and delivery mindset with experience in resource planning, project portfolio management, and performance trackingProven success scaling omnichannel services in global or regional shared service modelsStrong operational mindset with expertise in planning, delivery, and performance trackingDeep knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAISkilled in service frameworks: intake models, SLAs, KPIs, and governanceUnderstanding of omnichannel strategy and pharma customer journey designFamiliarity with global/local execution, regulatory, privacy, and channel nuancesSuccess driving internal service adoption through a “pull” model across geographiesFluency in other languages are highly desirable (French, German, Italian, Spanish)Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you
