Senior Omnichannel Experience Design & Channel Manager

GSK; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

GSK is seeking an experienced leader to design, execute, and optimize omnichannel engagement programs that enhance HCP experience and improve commercial effectiveness. You will partner with Marketing, Sales, Medical, and Commercial Excellence to translate business priorities into scalable customer journeys and campaigns.

With 8–12 years in relevant fields, you will drive personalization, analytics, and cross‑functional collaboration while deploying new capabilities and tools across the

Qualifications

• 8–12 years in Omnichannel, Digital Marketing, Commercial Excellence, Customer Experience, CRM, or Analytics.
• Strong analytical, stakeholder management, and project leadership skills.
• Experience in Pharma, Healthcare, or other customer-centric industries preferred.

Responsibilities

• Omnichannel Strategy & Experience Design: Define and evolve omnichannel engagement frameworks aligned to business priorities.
• Campaign Planning & Orchestration: Translate brand objectives into integrated omnichannel campaigns and ensure cross-channel orchestration.
• Analytics & Performance Management: Generate actionable insights from customer behavior and campaign outcomes; drive optimization.
• Channel & Capability Excellence: Lead deployment of new engagement capabilities and partner with stakeholders to bring best practices.
• Stakeholder & Team Leadership: Act as a strategic partner to Brand, Sales, Medical, and Leadership teams.

Skills

Omnichannel

Digital Marketing

Commercial Excellence

Customer Experience

CRM

Analytics

Job description

Business Introduction

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines. Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

Purpose of the Role

Lead the design, execution, and optimization of omnichannel engagement strategies that enhance HCP experience, improve commercial effectiveness, and drive measurable business outcomes. The role will partner closely with Marketing, Sales, Medical, and Commercial Excellence teams to translate business priorities into impactful customer journeys and scalable omnichannel programs.

Key Responsibilities

• Omnichannel Strategy & Experience Design
  • Define and evolve omnichannel engagement frameworks aligned to business priorities.
  • Design customer‑centric journeys using HCP insights, channel preferences, and engagement data.
  • Drive personalization, segmentation, and next‑best‑action initiatives.
• Campaign Planning & Orchestration
  • Translate brand objectives into integrated omnichannel campaigns.
  • Ensure seamless orchestration across field, digital, events, remote engagement, and content channels.
  • Drive campaign reviews and continuous optimization based on performance insights.
• Analytics & Performance Management
  • Generate actionable insights from customer behavior, channel performance, and campaign outcomes.
  • Identify improvement opportunities and drive execution of optimization plans.
• Channel & Capability Excellence
  • Lead deployment of new engagement capabilities, tools, and ways of working.
  • Partner with global and local stakeholders to bring best practices and innovation into the market.
• Stakeholder & Team Leadership
  • Act as a strategic partner to Brand, Sales, Medical, and Leadership teams.
  • Manage cross‑functional priorities and ensure delivery excellence.

Experience & Qualifications

• 8-12 years in Omnichannel, Digital Marketing, Commercial Excellence, Customer Experience, CRM, or Analytics.
• Strong analytical, stakeholder management, and project leadership skills.
• Experience in Pharma, Healthcare, or other customer‑centric industries preferred.

Critical Competencies

• Customer Centricity
• Strategic Thinking
• Data & Analytics Mindset
• Execution Excellence
• Cross‑functional Influence
• Digital Innovation
• People Leadership
• Culture Ambassador

Skills Business Acumen, Customer Experience (CX), Data to Insights, Digital Fluency, Digital Marketing, Product Lifecycle, 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. Inclusion at GSK: As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process. Please contact our Recruitment Team at [e-mail] to discuss your needs.

We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive.

Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years. Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together. Find out more on our career site.