Jobs, fresher vacancy - Director Digital and Omnichannel Engagement (EMEA) • UK

Company: Santen

UK

Job DescriptionPurpose of Role 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. Key responsibilities Leadership Responsibilities 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 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