Customer Experience Manager

Gsk; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

GSK in London is seeking a Customer Experience Manager to join on a 12-month fixed term basis, working at HQ with hybrid and UK-wide field travel. You will design and deliver exceptional experiences for healthcare professionals and partners across the UK.

You will lead end-to-end events, optimise omnichannel journeys, and turn insights into action while collaborating with cross-functional teams. Up to 20% travel UK-wide is expected.

Qualifications

• Degree or equivalent experience in a relevant discipline.
• Proven experience delivering healthcare professional or customer-facing events.
• Knowledge of UK governance for pharmaceutical engagement and familiarity with ABPI.
• Experience in omnichannel marketing or customer experience design.
• Strong project and stakeholder management skills with a track record of meeting deadlines.
• Ability to use data to measure impact and drive improvements.

Responsibilities

• Lead planning and delivery of national and regional events across face-to-face, virtual, and hybrid formats to maximise reach and engagement.
• Design customer journeys before, during and after events to improve registration, attendance, consent rates and follow-up conversion.
• Use data and insight to measure performance, identify gaps, and optimise channel mix and content for better outcomes.
• Ensure all customer engagement activity follows governance and compliance standards and propose improvements.
• Collaborate with field teams, marketing colleagues and external suppliers to enhance delivery of events.
• Share learnings and support capability building to improve local execution and consistency.

Skills

Data to Insights

Digital Fluency

Marketing Campaign Planning

Marketing Measurement

Marketing Strategy Implementation

Omnichannel Marketing

Scientific Literacy

Education

Degree or equivalent experience

Job description

Customer Experience Manager - 12-month FTC

Locations: UK – London – New Oxford Street
Country: United Kingdom
Work arrangement: Hybrid (Remote & On-site)
Time type: Full time

We are looking for an experienced Customer Experience Manager to join GSK on a 12-month fixed term basis based at GSK HQ, London.

You are required to attend the office 2-3 days per week and additionally work field teams across the UK as required. You may be up to 20% travel required, which will be UK only.

As the Customer Experience Manager, you will design and deliver outstanding customer experiences for healthcare professionals and external partners across the UK.

You will lead end-to-end event and engagement programmes, optimise omnichannel journeys, and work with cross-functional teams to turn insight into action. We value clear communicators who solve problems with data and empathy. This role offers strong development, visible impact and the chance to contribute to our mission of uniting science, technology and talent to get ahead of disease together.

In this role you will…

• Lead planning and delivery of national and regional events across face-to-face, virtual and hybrid formats to maximise reach and engagement.
• Design customer journeys before, during and after events to improve registration, attendance, consent rates and follow-up conversion.
• Use data and insight to measure performance, identify gaps, and optimise channel mix and content for better outcomes.
• Ensure all customer engagement activity follows relevant governance and compliance standards and propose improvements where appropriate.
• Work with field teams, marketing colleagues and external suppliers to enhance interactivity and operational delivery of events.
• Share learnings across teams and support capability building to improve local execution and consistency.

Why You?

We are seeking professionals with the following required skills and qualifications to help us achieve our goals:

• Degree or equivalent experience in a relevant discipline.
• Proven experience delivering healthcare professional or customer-facing events.
• Knowledge of UK governance for pharmaceutical engagement and familiarity with promotional codes (ABPI).
• Experience in omnichannel marketing or customer experience design.
• Strong project and stakeholder management skills with a record of delivering to deadlines.
• Comfort using data to measure impact and drive continuous improvement.

Preferred Qualification

If you have the following characteristics, it would be a plus:

• Experience with webinar and event platforms or meetings technologies.
• Background in pharmaceutical or healthcare marketing.
• Experience working with field-based sales teams and aligning national plans to local needs
• Ability to translate scientific or clinical content into engaging formats.
• Demonstrable track record of introducing new ways of working or technology to improve engagement.
• Strong facilitation and coaching skills to build capability in others.

Closing Date for Applications

Closing Date for Applications – Wednesday 14th October 2026

Please take a copy of the Job Description, as this will not be available post closure of the advert.

Skills

Data to Insights, Digital Fluency, Marketing Campaign Planning, Marketing Measurement, Marketing Strategy Implementation, Omnichannel Marketing, 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.

GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us at [e-mail] where you can also request a call.

Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a Recruitment FAQ guide. Click the Link where you will find answers to multiple questions we receive

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at https://openpaymentsdata.cms.gov/