Omnichannel Manager – Adult Vx

Job Purpose

The Omnichannel Manager will enable growth and launch readiness across the Oncology & Specialty portfolio by designing and orchestrating integrated engagement across field and digital channels. The role will translate deep customer, account and patient-pathway insights into differentiated journeys for specialist customers and priority institutions, optimize channel and content effectiveness through data and analytics, and partner closely with Marketing, Sales, Medical, Market Access and other cross-functional teams to deliver coordinated, high-quality and compliant customer experiences.

Key Responsibilities

• Omnichannel strategy & customer journeys: Develop and execute integrated omnichannel strategies and customer journeys for priority Adult Vaccines customer segments, connecting field, digital, remote and other approved channels to business and customer needs.
• Customer insights & personalization: Leverage customer insights, CRM data, channel analytics and market trends to understand behaviors and preferences, inform segmentation and personalize engagement.
• Content & channel orchestration: Partner with Marketing, Medical and relevant functions to translate brand priorities into fit-for-channel content and engagement plans, ensuring relevant content reaches priority customers through the appropriate channel and timing.
• Field force integration: Work closely with Sales leadership and field teams to integrate omnichannel plans with customer-facing execution, enable adoption of relevant tools and content, and use field insights to continuously improve customer journeys.
• Performance optimization: Establish appropriate KPIs and dashboards to measure reach, engagement, conversion and channel effectiveness; translate performance insights into actions and continuously optimize customer journeys, channel mix and investment.
• Cross-functional execution & governance: Lead cross-functional orchestration of omnichannel initiatives, campaigns and launches, ensuring timely execution, appropriate use of resources and adherence to GSK promotional, privacy, digital and governance requirements.
• Change management & adoption: Lead the adoption of new omnichannel ways of working across the business, enabling teams to embed new capabilities, tools and processes into day-to-day execution and driving sustained behavioral change.

Indicative Performance Measures

• Customer reach, engagement and conversion across priority segments.
• Customer journey and channel effectiveness, including adoption of agreed omnichannel plans.
• Content engagement and effectiveness across approved channels.
• Quality and timeliness of cross-functional execution and launch/campaign delivery.
• Actionable use of CRM, customer and channel insights to optimize plans.
• Effectiveness and productivity of omnichannel investment.
• Compliance and governance outcomes, including timely closure of actions.

Experience Required

Educational Background

• Degree in Science, Business, Marketing or related discipline. Relevant pharmaceutical/commercial experience is required; therapy-area experience is an advantage.

Knowledge & Experience

• Experience developing and executing omnichannel/customer engagement strategies, preferably within pharmaceuticals, vaccines or specialty care.
• Strong understanding of the Malaysia healthcare and vaccination landscape and relevant customer/stakeholder segments.
• Experience using CRM, customer data, analytics, marketing automation and digital channels to design and optimize customer journeys.
• Strong understanding of brand strategy, customer engagement and content/channel planning.
• Demonstrated experience working with Sales and cross-functional teams to deliver integrated customer-facing plans.
• Experience supporting major campaigns and/or product or indication launches through integrated channel planning.
• Sound understanding of pharmaceutical promotional, digital, privacy and governance requirements.

Core Capabilities

• Strong customer and commercial orientation.
• Data-driven decision making and analytical capability.
• Omnichannel and digital fluency.
• Cross-functional leadership, influencing and stakeholder management.
• Strong execution, planning and project management.
• Ability to influence, enable and embed new ways of working across cross-functional teams.
• Sound judgement, integrity and commitment to doing the right thing

Skills

Business Acumen, Customer Experience (CX), Data to Insights, Digital Fluency, Digital Marketing, Product Lifecycle, Scientific Literacy

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

We are committed to creating an inclusive workplace and providing equal opportunities for all applicants. We embrace an agile working culture across our roles, so if flexibility is important to you please discuss opportunities with our hiring team. If you need any adjustments to the recruitment process to help you demonstrate your strengths and capabilities, contact APACRecruitment.Adjustments@gsk.com. Please note this email is for adjustment requests only; for other enquiries please use our standard contact channels.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.