Director, OMC Operations & Channel Execution Excellence

Gilead; Uxbridge; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Director to lead omnichannel operations and channel execution excellence. In this pivotal role, you will drive the marketing and omnichannel vision, ensuring impactful customer engagement across global teams. Collaborating with various departments, you will implement best-in-class tools and strategies to enhance customer interactions. This is an exciting opportunity to make a significant impact in a fast-paced environment focused on innovative solutions for life-threatening illnesses. If you are passionate about transforming healthcare and thrive in collaborative settings, this role is for you.

Qualifications

• Extensive experience in customer-centric omnichannel transformations.
• Demonstrated experience in marketing or digital OMC roles in-country.

Responsibilities

• Lead omnichannel operations and channel execution excellence.
• Define marketing excellence in customer journey and campaign activation.

Skills

Customer-centric omnichannel transformations

Marketing or digital OMC roles

Project management

Stakeholder management

Data-driven decision making

Excellent communication skills

Education

Bachelor's Degree

Tools

SFMC

Job description

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

OMC Operations & Channel Execution Excellence, Director

Company Overview: Gilead Sciences, Inc. is a research-based biopharmaceutical company that discovers, develops, and commercializes innovative medicines in areas of unmet medical need. We strive to transform and simplify care for people with life-threatening illnesses around the world. Gilead's portfolio includes treatments for HIV/AIDS, COVID-19, HBV, HCV, HDV, Oncology, Cell Therapy, and Inflammatory Diseases. Gilead is a patient-centric, science-focused company.

Job Description: Reporting to the Executive Director of Commercial Excellence, and collaborating with a passionate team, the Director will lead the charge in driving omnichannel operations and channel execution excellence at Gilead. By championing the Marketing & Omnichannel (OMC) vision and strategy, you will unlock the full potential of customer engagement across global, local, and cross-functional teams. This pivotal role involves deploying best-in-class marketing and omnichannel tools, ensuring Gilead remains at the forefront of customer engagement innovation.

As a subject matter expert, you will define and drive marketing excellence in customer journey, campaign activation, and channel execution, ensuring impactful touchpoints and measurable results. You will collaborate with Commercial Operations and marketing teams at the local level, as well as Global Strategic Marketing (GSM), Global Decisions Strategy and Insights (GDSI), Digital and Innovation (D&I), and Learning and Development (L&D) within Global Commercial Operations (GCO) at the global level.

Responsibilities:

• Channel Vision and Strategy: Collaborate with the Digital and Innovation team to design the vision and strategy for each channel (email, web, TS - NBA, webinars, events/congresses) and identify the need for additional channels.
• Operational Expectations: Define expected practices for marketing and sales teams regarding the use of available channels.
• Channel Adoption: Ensure the integration and adoption of channels by marketing teams in-country, making them part of the business as usual. Provide clarity on purpose, process, and playbooks/templates.
• Execution Excellence: Drive channel execution excellence, guide the maturation of each channel's use, and embed the building of customer engagement journeys connecting the use of channels.
• Next Best Action (NBA) Implementation: Support NBA implementation through marketing teams to embed engagement journeys by segments.
• Modular Content: Ensure the adoption of a modular content approach, including local MLR processes across segments and channels.
• Future Capabilities: Drive the adoption of new capabilities and embed required changes in ways of working.
• Business Cases: Build business cases to demonstrate the best use of channels and support best practice sharing across therapeutic areas and markets.
• Learning Journeys: Work with Commercial Learning & Development and Digital & Innovation to support the creation of learning journeys, providing relevant content and expert training.
• Tech Liaison: Ensure synchronization of tech and business roadmaps from a holistic and country perspective.
• Campaign Design: Drive the embedding of campaign design and engagement journeys.
• Measurement Readiness: Support local channel and measurement readiness.

Example Deliverables:

• Playbooks for each channel: Roles & Responsibilities, desired behaviors, templates/tools.
• Repository of country examples of customer journeys.

Qualifications / Competencies:

• Bachelor's Degree with extensive experience and extensive knowledge of customer-centric omnichannel transformations. Significant experience in the pharmaceutical industry.
• Demonstrated experience in marketing or digital OMC roles in-country is essential.
• International work experience and experience working with global markets preferred.
• Awareness and working knowledge of customer engagement journeys, digital channels, mail, and web strategy, SFMC, and other related capabilities is required.
• Highly driven, strong results orientation, and a passion for implementation and moving deliverables forward.
• Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment.
• Ability to manage complex projects across markets and stakeholders, ensuring timely and smooth execution.
• Experience in driving large initiatives involving cross-functional, multi-layered global environments, engaging with different organizational levels.
• Excellent influencing and networking skills paired with stakeholder management. Gravitas and leadership.
• Ability to make data-driven decisions (qualitative or quantitative) and build compelling business cases and plans.
• Strong communication and presentation skills.
• Experience or knowledge of working with agile methodology from a project planning perspective.

Location: The position is based in Stockley Park, Uxbridge, and the candidate should be willing to be in the office a minimum of 3 days a week.

Travel: Up to 40% (international).