Omnichannel Excellence Lead

Boehringer Ingelheim; Milano; In loco; EUR 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

A leading pharmaceutical company in Milan seeks an Omnichannel Excellence Lead to drive customer-focused strategies. This role involves leading a team to implement omnichannel initiatives, enhancing customer experience through innovative digital projects and cross-functional collaboration. Ideal candidates should have a Master's degree, experience in pharma, and be fluent in English. The position offers a permanent contract and extensive benefits.

Servizi

Free access to company canteen

Professional development programs

Gym access and mental health support

Competenze

• Fluent in English (C1 level); Italian is a plus.
• Previous experience in the pharmaceutical industry is required.
• Strong strategic mindset and ability to translate business objectives into actions.

Mansioni

• Lead and mentor a team to implement omnichannel strategies.
• Oversee implementation of innovative digital projects.
• Guide development of customer experience measurement frameworks.

Conoscenze

Customer journey understanding

Cross-functional team guidance

Marketing campaign mechanisms

Data-driven decision making

Excellent communication skills

Formazione

Master’s degree in Scientific Disciplines/Marketing

Strumenti

Veeva CRM

MS Office

Descrizione del lavoro

THE POSITION

We are looking for a passionate and strategic Omnichannel Excellence Lead to play a pivotal role in accelerating business consolidation towards customer-focused, omnichannel-enabled execution. In this role, you will support business functions in design and implementation of omnichannel strategies, with a strong focus on driving business impact and excellence in Customer Experience (CX). This includes embedding CX principles into operational processes and culture, enhancing local capabilities, and advising cross-functional brand teams. You will also lead a team of 5 expert professionals, guiding them in the implementation of these strategies and ensuring alignment with organizational goals. Together, you will drive the use of CX measurement tools and frameworks with a strong focus on continuous improvement and the exploration of innovative approaches to assess and enhance customer engagement, feedback, satisfaction, and journey effectiveness.

Responsibilities

• Lead and mentor a team of expert professionals, ensuring alignment with organizational goals and fostering collaboration to successfully implement omnichannel strategies.
• Oversee the launch and implementation of innovative digital projects (e.g., new channels, websites, digital tools) tailored to the Italian market and business needs, working through cross-functional teams and external partners.
• Enable the deployment of new omnichannel capabilities, ensuring alignment with both global strategies and local market requirements.
• Guide the development of CX measurement frameworks and tools, focusing on continuous improvement and exploring innovative approaches to assess customer satisfaction, feedback, engagement, and journey effectiveness.
• Support the design, execution, and continuous improvement of omnichannel customer engagement plans, ensuring they are data-driven, personalized, and aligned with strategic objectives.
• Work cross-functionally with Marketing, Sales, IT, Medical, Market Access, and other teams to ensure seamless integration of omnichannel initiatives.
• Oversee performance monitoring of digital channels and E2E content management processes, identifying opportunities for optimization and excellence.
• Foster a data-driven, customer-centric culture across the organization, encouraging adoption and ownership at all levels.
• Act as a key interface with global teams, ensuring effective implementation of global solutions adapted to local business and customer needs.

Requirements

• Master’s degree in Scientific Disciplines/ Marketing or similar.
• Strong understanding of marketing campaign mechanisms, customer journeys, and omnichannel dynamics.
• Previous experience in the pharmaceutical industry.
• Proven ability to guide and inspire cross-functional teams, driving alignment and achieving shared goals.
• Knowledge of Veeva CRM and MS Office.
• Languages: Fluent in English (min C1 level), Italian is considered a plus.
• Strong strategic mindset with the ability to translate business objectives into actionable omnichannel initiatives.
• Excellent communication and interpersonal skills, with the ability to convey complex ideas clearly and persuasively to diverse audiences.

What we offer

• For this position we offer a permanent contract.
• Free access to the company canteen and ticket restaurants when working remotely.
• A range of benefits for physical, financial, social and mental wellbeing (access to gyms, psychologist, volunteering, parental support, company welfare and more).
• Aids to develop your professional and personal path through development programs, including language learning and professional courses.

Boehringer Ingelheim is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

Additional notes: This job requisition is addressed also for candidates with disabilities and belonging to protected categories where applicable under law.