Director of Omnichannel Excellence

At AstraZeneca, we win through the science, it is at the heart of our every success. Every decision is rooted in the limitless possibilities of what science can do. We push the boundaries of science to deliver life-changing medicines. This purpose underpins everything we do. It gives us a reason to come to work every day. It reminds us why we exist as a company. It helps us deliver benefits to patients and build new value for shareholders. It also sets the context for our employees’ activities and the roles of our teams, partners, and other collaborators. AstraZeneca has a dynamic environment that fosters collaboration and innovation. We attract top minds, and we nurture and build top talent.

Introduction to role:

Are you ready to lead the charge in transforming customer experiences across all channels? As the Director of Omnichannel Excellence, you'll play a pivotal role in ensuring seamless execution and delivery of personalized customer journeys from online to offline touchpoints. This strategic leadership position demands a deep understanding of the omnichannel ecosystem, capabilities, and processes to drive business growth and customer loyalty. You'll oversee a team of digital channel authorities and omnichannel operations managers, guiding them to deliver extraordinary, unified experiences.

Accountabilities:

Team Management

• Lead, mentor, and develop a high-performing Omnichannel operations team, providing day-to-day direction, clear goals, and continuous feedback.

• Drive performance through regular one-on-one meetings, constructive coaching, and prompt resolution of any challenges or issues.

• Foster team excellence by delivering best-practice training, encouraging innovation, and supporting process improvements in digital and omnichannel operations.

Omnichannel Delivery

• Lead and define process strategy for omnichannel operations, ensuring alignment with business objectives and customer experience goals.

• Optimize and streamline customer-facing and internal operational processes to boost efficiency, reduce costs, and enhance overall productivity.

• Drive continuous improvement initiatives using process mapping, data analytics, and cross-functional collaboration to address inefficiencies and solve problems.

• Regularly review, refine, and adapt workflows to meet changing business needs and deliver a seamless omnichannel experience.

Channel Excellence

• Oversee seamless execution, integration, and continuous improvement of all marketing channels, including Web, Media, and CRM.

• Analyze and optimize marketing channel performance to enhance efficiency, engagement, and ROI in alignment with business objectives.

• Identify and capitalize on emerging channels, trends, and technologies to enhance customer engagement and channel mix.

• Drive innovation through testing new tactics, platforms, and strategies, fostering a culture of continuous improvement and data-driven decision-making.

Cross-functional Collaboration and Stakeholder Management

• Lead cross-functional collaboration and ensure seamless integration of workflows for effective, large-scale marketing initiatives.

• Build and maintain strong relationships with key customers, senior leadership, and external partners to align marketing goals and amplify performance.

• Act as a liaison between marketing, sales, product, operations, analytics, and technology teams, fostering open communication and shared understanding.

• Facilitate regular meetings and communication channels to lead expectations, provide updates, address risks, and promote ongoing knowledge sharing.

Essential Skills/Experience:

• Bachelor’s Degree with least 5+ years of Marketing operations experience and 8+ years of management experience.

• Basic understanding of marketing tactical plan

• Experience/knowledge of marketing technology decision making and operating systems – CDP, CRM, AEM

• Proficiency in JIRA Kanban board

• Experience working in collaborative team settings liaising between agencies/media naive teams

• Experience with campaigns targeting multiple customer groups

• Exceptional communication skills including listening/explaining sophisticated ideas/technologies

• Independent self-starter with “plug-and-play” attitude for collaboration

Desirable Skills/Experience:

• Experience working in a regulated industry a plus

• Comfortable working in a multinational corporate environment

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

The annual base pay for this position ranges from $212,815 to $319,313. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

At AstraZeneca, we are driven by our mission to bring life-saving medicines to patients worldwide. Our commitment to decreasing global mortality rates is evident as we shape the future by identifying scientifically-led commercial opportunities. We thrive on energy and pace—thinking big while acting fast. Here you'll find top talent in the industry working together to make an impact at every step of the patient journey. With countless opportunities for growth and development alongside leading experts, AstraZeneca is where you can build a diverse career while contributing to meaningful change.

Ready to make a difference? Apply now to join us on this exciting journey!

Date Posted

Closing Date

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.