Omnichannel Engagement Lead

Work Your Magic with us Start your next chapter and join EMD Serono.

Ready to explore, break barriers, and discover more? We know you've got big plans – so do we Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That`s why we are always looking for curious minds that see themselves imagining the unimaginable with us.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

Location:

The Omnichannel Engagement Lead is a Canada based on-site role (3-days a week in office) located in Mississauga, Ontario. Occasional (5%) domestic and international travel required to meet business needs.

Your Role:

In your role as the Omnichannel Engagement Lead, you will build and maintain digital products—such as Next Best Action, AI solutions, segmentation models, and analytics dashboards—while leading omnichannel strategies to optimize customer engagement across the organization.

As the Omnichannel Engagement Lead you will define engagement strategies, manage a channel portfolio, design customer journeys with Medical and Franchise teams, implement enterprise tools, lead campaigns, and analyze performance to drive improvement.

In this role you will also build capabilities across teams, advise on channel mix, align annual plans, manage agencies, and partner with Global Omnichannel Excellence and IT to optimize data, systems, and platforms.

Key Responsibilities:

Digital Product Management

• Build and maintain innovative digital products (e.g., Next Best Action, AI products, 3D Segmentation, Permanent Analytics Dashboards).
• Ensure effective integration of digital solutions across the organization to meet strategic objectives.
• Partner with Field Excellence to monitor adherence and channel learnings to agile coaches for action.

Omnichannel Strategy & Execution

• Define and implement customer engagement strategies, including engagement model design and optimization.
• Develop and maintain a structured omnichannel portfolio leveraging a robust digital channel mix.
• Collaborate with cross-functional leads to define success measures, respecting Medical Independence.
• Design and execute seamless customer journeys across touchpoints in collaboration with Medical and Franchise teams.
• Implement and manage enterprise tools within the omnichannel space to ensure adoption and effectiveness.
• Lead campaign execution with internal and external stakeholders, driving engagement across channels.
• Analyze omnichannel performance data to identify improvement opportunities and inform decisions.

Omnichannel Capability Building

• Build omnichannel capabilities across brand, Medical, and cross-functional teams.
• Advise Business Unit Heads, Marketing, and Field teams on channel mix optimization and best practices.
• Ensure alignment with global excellence practices and strategic priorities.

Collaboration & Support

• Align annual planning with Marketing, Sales, and Medical for synchronized outreach.
• Manage agency partnerships, budgets, and timelines to deliver against strategic goals.
• Collaborate with Global Omnichannel Excellence and IT partners for data, systems, and platform optimization.

Who You Are

Minimum Qualifications:

• Bachelor's degree in Business, Marketing, Technology, or related field and 5+ years' experience in digital product management, omnichannel marketing, or related role in the pharmaceutical or healthcare sector.

OR

• Master's degree in Business, Marketing, Technology, or related field and 3+ years' experience in digital product management, omnichannel marketing, or related role in the pharmaceutical or healthcare sector.
• Proficiency in English for effective communication and collaboration.

Preferred Qualifications:

• Strong expertise in omnichannel strategy, customer journey mapping, and cross-channel engagement.
• Proven project management skills with the ability to lead multiple concurrent initiatives.
• Strong analytical skills with proficiency in interpreting multi-channel data to drive decision-making.
• Excellent stakeholder management and communication skills, with the ability to work effectively across functions and geographies.
• In-depth understanding of industry trends, regulatory frameworks, and evolving HCP/patient engagement practices.
• Additional language skills an asset.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity