Head of Global Omnichannel Hub (Germany)

UCB; Mettmann; Hybrid; EUR 100.000 - 140.000; Vollzeit

Zusammenfassung

A global biopharmaceutical company is seeking a Head of Global Omnichannel Hub. This hybrid role requires 10-15 years of experience in digital operations, with responsibilities including designing scalable services and managing performance. Candidates should have a Bachelor's Degree, fluency in English, and a strong operational mindset, ideally in pharma or regulated industries. Join us to create value for patients and foster innovation.

Qualifikationen

• 10-15 years of experience in digital operations or omnichannel enablement, ideally in pharma.
• Master's Degree or other advanced degree preferred.
• Fluency in additional languages like French or German is desirable.

Aufgaben

• Design and evolve scalable omnichannel services.
• Own the Hub services roadmap and identify service needs.
• Manage Hub performance through KPIs and governance.

Kenntnisse

Fluency in English

Experience in digital operations

Operational mindset

Knowledge of omnichannel technology

Service framework skills

Ausbildung

Bachelor's Degree

Tools

SFMC orchestration

Analytics systems

Jobbeschreibung

Make your mark for patients

We are looking for a Head of Global Omnichannel Hub who is impactful, collaborative, and culturally agile to join our Global Omnichannel team. This position can be based in our offices in Brussels, Belgium; Monheim, Germany; or Slough, United Kingdom. The role is hybrid, requiring a minimum of 40% on-site presence and up to 20% domestic/international travel.

About the role

The Head of Omnichannel Hub is responsible for delivering high-quality, scalable, and tech-enabled omnichannel services that enable 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 with

You will be part of the Global Omnichannel Leadership Team, working closely with regional and affiliate teams to understand their omnichannel needs, and with key enabling functions such as Digital Technology, Insights to Impact, Global Marketing, Marketing Operations, Analytics, and others to deliver seamless, data- and technology-driven customer experiences.

What you'll do

• Design and evolve scalable omnichannel services within UCB's centralized Omnichannel Hub.
• Own the Hub services roadmap, prioritizing launches and identifying future service needs.
• Ensure Hub performance through KPIs, governance, and continuous feedback mechanisms.
• Manage the Hub operating model: intake, forecasting, service level agreements, delivery, and performance reporting.
• Promote efficiency and scalability via standardization and global process alignment.
• Lead service owners to deliver and optimize services aligned with business and market needs.
• Coordinate services delivered by cross-functional teams beyond direct reporting lines.
• Integrate emerging technologies into services with Digital Technology, Insights to Impact, Marketing, and Analytics.
• Partner with affiliates to ensure Hub services meet needs and drive adoption.

Interested in this role? We're looking for the following education, experience, and skills:

Minimum Experience / Skills Required:

• 10-15 years of experience in digital operations, service delivery, or omnichannel enablement, ideally within pharma, life sciences, or other regulated industries.
• Fluency in English is required.
• Bachelor's Degree.

Preferred Experience / Skills:

• Master's Degree or other advanced degree.
• Proven track record in designing and scaling digital or omnichannel services in a global or regional shared services model.
• Strong operational and delivery mindset with experience in resource planning, project portfolio management, and performance tracking.
• Deep knowledge of omnichannel technology: SFMC orchestration, DAM, analytics, CDPs, GenAI.
• Skilled in service frameworks: intake models, SLAs, KPIs, governance.
• Understanding of omnichannel strategy and pharma customer journey design.
• Familiarity with global/local execution, regulatory, privacy, and channel nuances.
• Success in driving internal service adoption across geographies.
• Fluency in additional languages such as French, German, Italian, or Spanish is highly desirable.

Are you ready to go beyond to create value and make your mark for patients? If this sounds like you, we would love to hear from you!

About us

UCB is a global biopharmaceutical company focusing on neurology and immunology, with around 8,500 employees worldwide, inspired by patients and driven by science.

Why work with us

At UCB, we don't just complete tasks; we create value. We foster a culture of collaboration and innovation, where everyone feels included, respected, and has equal opportunities. We aim to create value for our patients and our planet, supporting your growth and career development.

UCB is an equal opportunity employer. All employment decisions are made without regard to protected characteristics.

If you require adjustments to our process to demonstrate your strengths and capabilities, please contact us. Note that inquiries unrelated to adjustments may not be supported.