Director - Omnichannel Operations & Commercial Excellence

ISR RECRUITMENT LIMITED; Greater London; Hybrid; GBP 89,000 - 133,000; Full time

Job summary

ISR Recruitment Limited seeks a strategic leader to oversee Omnichannel Operations and Commercial Excellence on a global scale. The role focuses on translating strategy into practical workflows, improving customer engagement and driving commercial performance across markets.

The position requires hands-on delivery of omnichannel programmes, channel adoption, and content operations transformation, with strong governance and stakeholder facilitation.

Qualifications

• Senior-level experience in commercial excellence, strategic marketing, omnichannel operations or customer engagement transformation.
• Demonstrable hands-on delivery of omnichannel programmes, channel adoption and customer journey activation.
• Experience redesigning content operations, workflows and global-to-local operating models.

Responsibilities

• Lead global omnichannel operations, channel execution and customer journey activation.
• Drive channel adoption, campaign orchestration, customer segmentation and Next Best Action initiatives.
• Advance content operations transformation, including global-to-local content models, workflow redesign and pilot evaluations.
• Align global and affiliate stakeholders on governance, roles, responsibilities and ways of working.
• Lead cross-functional workshops and coordinate interdependent transformation workstreams.
• Manage programme governance, budgets, vendors, timelines, risks and executive communications.

Skills

Commercial excellence

Omnichannel operations

Customer journey activation

Stakeholder engagement

Programme management

Tools

Veeva

Salesforce Marketing Cloud

CRM

Marketing automation

Job description

Director - Omnichannel Operations & Commercial Excellence

• Remote Working (+ West London + European travel)
• 12-month contract
• c£600 per day (via Umbrella)

The Opportunity:

We are supporting a global organisation seeking an experienced commercial and marketing excellence leader to provide cover within its Global Commercial Excellence team.

This is a senior, hands-on role focused on advancing omnichannel operations, channel execution excellence and content operations transformation across global and local markets.

You will translate strategic priorities into practical workflows, operating models and measurable improvements in customer engagement and commercial performance.

Role and Responsibilities:

• Lead global omnichannel operations, channel execution and customer journey activation.
• Drive channel adoption, campaign orchestration, customer segmentation and Next Best Action initiatives.
• Advance content operations transformation, including global-to-local content models, workflow redesign and pilot evaluations.
• Align global and affiliate stakeholders on governance, roles, responsibilities and ways of working.
• Lead cross-functional workshops and coordinate interdependent transformation workstreams.
• Manage programme governance, budgets, vendors, timelines, risks and executive communications.

Skills and Experience:

• Senior-level experience in commercial excellence, strategic marketing, omnichannel operations or customer engagement transformation.
• Demonstrable hands-on delivery of omnichannel programmes, channel adoption and customer journey activation.
• Experience redesigning content operations, workflows and global-to-local operating models.
• Proven ability to influence senior stakeholders and deliver change across complex global organisations.
• Strong programme management, workshop facilitation and stakeholder engagement skills.
• Pharmaceutical or other regulated-industry experience is highly desirable, alongside knowledge of marketing automation, CRM, Veeva, Salesforce Marketing Cloud, modular content and medical, legal and regulatory (MLR) approval workflows.
• We're looking for a pragmatic, collaborative leader who can quickly establish credibility, maintain delivery momentum and turn strategic ambition into practical outcomes.