Omnichannel Manager (m/f/d)
The position
The Omnichannel Manager will play a crucial role in transforming the customer engagement model across the organization. This role combines strategic vision with hands-on execution, ensuring the development and implementation of localized, strategies that enhance engagement with healthcare professionals (HCPs), patients, and other key stakeholders. The Omnichannel Manager is accountable for driving measurable improvements in customer experience and business outcomes through effective digital communication, analytics, execution, implementation and cross-functional project leadership.
Tasks & responsibilities
- Develop and implement a local omnichannel and customer engagement strategy in alignment with asset objectives.
- Design, orchestrate, and optimize together with the cross-functional team customer journeys across digital and non‑digital channels to improve customer experience and business outcomes.
- Own and execute the digital communication strategy, translating strategic objectives into actionable plans.
- Plan, deliver, and monitor integrated digital communication initiatives, including websites, campaigns, and social media activities (and respective analytics).
- Analyze omnichannel performance using KPIs and analytics, derive actionable insights, and provide clear recommendations to asset teams.
- Drive capability building by training and enabling internal teams on CX tools, platforms, and best practices.
- Lead and coordinate cross‑functional digital and CX workstreams, ensuring aligned execution across local and regional stakeholders.
- Act as the digital and CX liaison between local teams and regional partners, fostering alignment, knowledge sharing, and innovation.
Requirements
- University degree in Science or Business; MBA or postgraduate marketing qualification preferred.
- >=5 years in pharmaceutical industry, ideally in Switzerland (global and/or regional experience is a plus).
- Proven success in Omnichannel/Customer Experience.
- Demonstrated creativity, solution orientation, and experience with innovative communication channels.
- Project management experience and lateral leadership skills.
- Team player with high accountability, organizational, and communication strengths.
- Fluent in English and German (spoken and written); French is an advantage.
Your Benefits
- Flexible Working Model:
Opportunity for remote work and flexible working hours in alignment with your manager - Learning & Development:
A broad range of training and development opportunities to support your personal and professional growth — because continuous learning is part of who we are - Mental Health Support:
Access to professional Employee Assistance Programs (EAP) and coaching services - Collaborative Work Environment:
A team‑oriented workplace characterized by strong mutual support and a culture of constructive collaboration
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