Overview
Head of Omnichannel Excellence (Germany) is a leadership role within UCB’s Global Omnichannel team. The position can be based in Brussels (Belgium), Monheim (Germany), or Slough (United Kingdom). This hybrid role requires a minimum of 40% on-site presence and up to 20% domestic/international travel.
We are looking for a Head of Omnichannel Excellence, who is impactful, collaborative, and culturally agile to join us in our Global Omnichannel team.
What You’ll Do
* Define the Vision: Establish and drive a 3-5-year omnichannel capability roadmap, enhancing maturity across global markets in collaboration with cross-functional and regional teams.
* Lead Strategic Integration: Align omnichannel initiatives with Hub service evolution, digital transformation (DT), and Insights to Impact (I2I) to ensure cohesive execution and resource allocation.
* Drive Consistency & Innovation: Champion the application of customer experience design principles, scale best practices, and integrate local innovations (e.g., GenAI, automation) into global strategies.
* Measure & Optimize Performance: Develop KPIs, feedback loops, and governance frameworks to track roadmap adoption, innovation impact, and operational efficiency.
* Foster Collaboration & Learning: Lead knowledge sharing across regions, support talent development, and embed omnichannel capabilities into enterprise learning agendas.
* Inspire Change: Communicate strategy clearly, manage change effectively, and ensure organizational alignment and buy-in across Patient Impact and beyond.
Qualifications
Education, experience and skills
* 10-15+ years of experience in digital operations, service delivery, or omnichannel enablement ideally within pharma, or at least within life sciences or another regulated industry.
* Fluency in English is required
* Bachelor’s Degree
Preferred Experience/Skills
* Master’s Degree/Other Advanced Degree
* Proven track record in designing and scaling digital or omnichannel services in a global or regional shared services model
* Strong operational and delivery mindset with experience in resource planning, project portfolio management, and performance tracking
* Proven success scaling omnichannel services in global or regional shared service models
* Strong operational mindset with expertise in planning, delivery, and performance tracking
* Knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAI
* Skilled in service frameworks: intake models, SLAs, KPIs, and governance
* Understanding of omnichannel strategy and pharma customer journey design
* Familiarity with global/local execution, regulatory, privacy, and channel nuances
* Success driving internal service adoption through a “pull” model across geographies
* Fluency in other languages are highly desirable (French, German, Italian, Spanish)
About Us
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.
Why work with us
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.
Equal Opportunity Employer
UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws.
Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on EMEA-Reasonable_Accommodation@ucb.com. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.
Job Details
* Seniority level: Executive
* Employment type: Full-time
* Job function: Business Development
* Industries: Pharmaceutical Manufacturing and Biotechnology Research
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