Customer Experience Manager - 12-month FTC

gsk; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

GSK, London HQ, seeks an experienced Customer Experience Manager on a 12-month FTC. Office attendance 2-3 days weekly with UK travel up to 20%.

You will design and deliver customer experiences for healthcare professionals and partners, lead national and regional events across formats, and optimise omnichannel journeys with cross-functional teams to turn insights into action. Role emphasizes governance, data-driven decisions and collaboration across field, marketing and suppliers, offering

Qualifications

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

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 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.

Skills

Degree

Project management

Omnichannel design

Governance & compliance

Data-driven

Education

Degree or equivalent in relevant discipline

Tools

Webinar platforms

Job description

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 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?
Basic Qualification
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 – Wednesday 14th October 2026

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.

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.