Omnichannel Lead

**Title**:
Omnichannel Lead

**Company**:
Ipsen Ltd

Ipsen is a dynamic and growing global specialty-driven biopharmaceutical company focused on innovation and specialty care.

We aim to make a sustainable difference by significantly improving patients’ health and quality of life and providing them with effective therapeutic solutions for unmet medical needs through differentiated and innovative medicines in Oncology, Neurosciences and Rare Diseases.

The patient is at the heart of everything we do, and we also care for our employees because they are the ambassadors who truly make the difference. We attract and develop bold, agile, entrepreneurial individuals who take full ownership of their decisions; leaders drawn by a purpose to make a direct impact through their work in people’s lives.

We offer employees a wealth of fulfilling challenges & growth opportunities, and the chance to contribute within a fast-moving organisation, an organisation that is genuinely game-changing.

As **Omni-Channel Lead **you will sit within the Business & Customer Excellence Team, holding responsibility for defining the Ipsen UK&I model regarding Digital & Omnichannel engagement. You will design and propose a customer centric engagement strategy whilst working with stakeholders to help deploy solutions & tools that add value to customer engagement.

In this role you will:

- Lead the digital transformation & omnichannel mindset
- Take ownership for digital leadership across UK&I & define an omnichannel mindset & culture - Explore & share successful strategies & execution from the external environment within the Healthcare and associated industries
- Identify current capability gaps in terms of people, process & systems that impact strategic and operational digital & omnichannel deployment.
- Be the single point of contact for the UK&I with the Global Omni & Multichannel team
- Engage with Global Marketing Excellence, Congress & Events to share two-way exchange of virtual congress & event strategy & execution
- Propose, manage & develop a digital infrastructure
- Be the SME on digital infrastructure for the UK&I, working with all stakeholders and forming virtual project teams as required
- Develop digital & omnichannel solutions for UK&I utilising Global & local resources across Strategic Business Excellence, IT & external partners & vendors as required
- Work with all Global & local stakeholders to optimise the effectiveness & use of the Veeva platform across both CRM & Vault
- Develop digital insight, data & KPI’s
- Co-ordinate with local & global Business Excellence the capture of omnichannel engagement data & insight from Veeva & other internal-external platforms through the PRISM data lake
- Regularly review and issue meaningful insight reports tailored to the needs of internal stakeholders to enable customer centricity focus & engagement
- Support and deliver capability interventions that increase business ability to gain insight from data & reports to build omnichannel acumen & customer centric engagement
- Lead a culture of customer centricity
- Lead the digital & omnichannel customer mapping journey and ensure this is integrated into strategic & operational planning
- Champion customer centricity through improved customer attitudinal & channel segmentation
- Encourage insight driven integration & experimentation of omnichannel interventions in conjunction with existing channels