Omni-Channel, Digital and CRM Lead

This is a high-impact pivotal role where you will drive digital transformation, omnichannel excellence, AI adoption, and data-driven decision making. Partnering closely with commercial, medical, business excellence, and global teams, you will translate insights into action and help create meaningful experiences for healthcare professionals.

What You'll Do

• Lead Ipsen's digital transformation and omnichannel strategy across Australia and New Zealand, fostering a culture of innovation, customer-centricity, and data-driven decision-making.
• Develop and embed omnichannel engagement strategies across brands, integrating customer journeys, content, data, technology, and brand planning to deliver exceptional HCP experiences.
• Drive AI capability and adoption across the affiliate, identifying high-value use cases that improve productivity, insights, customer engagement, and business performance.
• Leverage customer, market, and engagement data to generate actionable insights, track key performance indicators, and inform strategic decisions.
• Champion customer-centric ways of working by partnering with Commercial, Medical, and Leadership teams to deliver measurable business impact.
• Optimise and drive adoption of Veeva CRM and other digital platforms to enhance customer engagement, sales force effectiveness, and marketing excellence.
• Strengthen brand planning and commercial capability by embedding best practices in customer engagement, omnichannel execution, and cross-functional collaboration.
• Translate market insights into action, identifying opportunities to drive growth, improve customer experiences, and support business priorities.
• Foster a culture of innovation by testing new ideas, scaling successful initiatives, and exploring emerging technologies and digital solutions.
• Lead, coach, and develop team members while driving organisational change and adoption of new capabilities, technologies, and ways of working.

What You'll Bring

• Experience leading omnichannel innovation and digital transformation initiatives in the Australian market, with a proven ability to drive cross-functional collaboration and business impact.
• Strong expertise in CRM, customer engagement, and commercial excellence, with the ability to leverage data and insights to improve sales and marketing effectiveness.
• Demonstrated success leading change, influencing stakeholders, and embedding new ways of working across an organisation.
• Strong strategic, analytical, and project management capabilities, with the ability to manage multiple priorities and deliver measurable outcomes.
• Excellent communication, relationship-building, and stakeholder management skills, including experience partnering with senior leaders.
• Deep understanding of marketing, sales, customer engagement, and emerging digital technologies.
• Strong AI literacy, including practical experience with generative AI and the ability to identify and scale responsible, value-adding use cases.
• A proactive, innovative, and customer-focused mindset with a passion for continuous improvement and simplification.
• Knowledge of healthcare compliance requirements and industry codes of conduct.

Preferred

• Experience in the pharmaceutical, biotechnology, or medical device industry.
• Marketing management and people leadership experience, including coaching and developing team members.

Qualifications

• Degree in Business, Digital Communications, Marketing, Life Sciences, or a related field.
• Advanced qualifications and certifications in Data Analytics, AI, Digital Marketing, or related disciplines are highly regarded.

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