Content Activation & Omnichannel Orchestration Manager

Salary Range: €61,400.00 - €114,000.00   Job Description Summary The Content Activation and Omnichannel Orchestration Manager serves as the domain manager within the Customer Excellence pillar for ensuring that approved content is activation ready and orchestrated consistently across field and digital channels. The role owns local standards, processes and playbooks/documented Ways of Working for content activation, tagging, and omnichannel orchestration, while enabling Commercial, Value & Access (V&A), and Communications & Patient Advocacy teams to execute within those standards. It ensures that customer journeys are translated into coherent channel experiences, that content is correctly prepared for platforms such as Oncore Customer Relationship Management (CRM), Interactive Core Visual Aids (iCVA) and Salesforce Marketing Cloud (SFMC), and that performance insights feed continuous improvement of execution standards. The role is accountable for driving adoption, effectiveness and continuous innovation of omnichannel engagement, ensuring measurable impact on customer experience and business outcomes.   Job Description Major accountabilities:  Content Readiness and Activation Standards: • Maintain end‑to‑end standards and processes for promotional content readiness and activation for Commercial and ‘not promo’ content for V&A, from receipt of global/central materials to local “activation‑ready” status, aligned with International CE&C. • Ensure that content created by Therapeutic Areas (TAs), V&A, Communications & Patient Advocacy is prepared to be used on field and functional technology platforms (e.g. Oncore CRM, iCVA), in alignment with compliance and quality standards. • Clarify and orchestrate responsibilities between EE Customer Excellence, brand teams and other functions so that EE Customer Excellence enables and oversees activation standards, while content ownership and hands‑on activation remain with brand / functional owners. • Ensure that local content adaptation (developed by TA marketeers and CLS production hub), International contents use and re-use guidance, and content activation follow International defined execution standards. Omnichannel Orchestration and Customer Journeys • Collaborate with brand leadership/ International OCE to design and execute an insights-driven Omni-channel strategy consistent with brand strategies. • Translate validated customer journeys into practical omnichannel orchestration guidance (channel mix, sequencing, cadence) to ensure a seamless and integrated experience across channels, aligned with International Omnichannel team and International Commercial Excellence (ICE) framework. • Lead implementation/execution of Omnichannel customer journeys in technological systems such as Sales Force Marketing Cloud and Oncore.• • Provide implementation guidance and channel up‑skilling to Commercial teams on the use of SFMC (orchestration, campaign flows), iCVA, and V&A on different channels for payers and account engagement respectively and other local tech platforms in line with international standards. • • Partner with brand and TA teams to align channel plans and content usage with agreed customer journeys, ensuring that omnichannel plans are realistic, compliant and operationally executable.• Monitor and share insights on channel performance and customer experience and journey adherence to inform continuous refinement of ICE‑aligned omnichannel execution standards. Tagging and Data-Driven Continuous Improvements • Oversee standards and governance for content tagging, FUSE uploads and MLR (Medical, Legal, Regulatory) processes, ensuring consistency of execution across TAs and V&A, while day-to-day execution is performed by respective content owners. • Alignment with the Internati