Jobs / India / Glaxosmithkline LLC
Senior Omnichannel Experience Design & Channel Manager
Glaxosmithkline LLC · 🌍 India - Maharashtra - Worli Mumbai
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About the role
Business Introduction GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines. Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges. Purpose of the Role Lead the design, execution, and optimization of omnichannel engagement strategies that enhance HCP experience, improve commercial effectiveness, and drive measurable business outcomes. The role will partner closely with Marketing, Sales, Medical, and Commercial Excellence teams to translate business priorities into impactful customer journeys and scalable omnichannel programs. Key Responsibilities: Omnichannel Strategy & Experience Design • Define and evolve omnichannel engagement frameworks aligned to business priorities. • Design customer-centric journeys using HCP insights, channel preferences, and engagement data. • Drive personalization, segmentation, and next-best-action initiatives. Campaign Planning & Orchestration • Translate brand objectives into integrated omnichannel campaigns. • Ensure seamless orchestration across field, digital, events, remote engagement, and content channels. • Drive campaign reviews and continuous optimization based on performance insights. Analytics & Performance Management • Generate actionable insights from customer behavior, channel performance, and campaign outcomes. • Identify improvement opportunities and drive execution of optimization plans. Channel & Capability Excellence • Lead deployment of new engagement capabilities, tools, and ways of working. • Partner with global and local stakeholders to bring best practices and innovation into the market. Stakeholder & Team Leadership • Act as a strategic partner to Brand, Sales, Medical, and Leadership teams. • Manage cross-functional priorities and ensure delivery excellence. Experience & Qualifications • 8-12 years in Omnichannel, Digital Marketing, Commercial Excellence, Customer Experience, CRM, or Analytics. • Strong analytical, stakeholder management, and project leadership skills. • Experience in Pharma, Healthcare, or other customer-centric industries preferred. Critical Competencies • Customer Centricity • Strategic Thinking • Data & Analytics Mindset • Execution Excellence • Cross-functional Influence • Digital Innovation • People Leadership • Culture Ambassador Skills Business Acumen, Customer Experience (CX), Data to Insights, Digital Fluency, Digital Marketing, Product Lifecycle, Scientific Literacy Why GSK? Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on wh