Team Lead - Customer Experience & Omni-channel
We are hiring to strengthen our strategic capabilities in Human Pharma. Are you passionate about creating seamless, innovative customer experiences across all touchpoints?
Join Boehringer Ingelheim as Team Lead – Customer Experience & Omni-Channel, based in Sydney, and help shape the future of healthcare through customer-centric strategies, omnichannel excellence, and cross-functional collaboration. Join us!
Our Customer Experience leaders are key drivers of transformation and are instrumental in fulfilling our purpose – transforming lives for generations.
The Opportunity
Working in a dynamic, cross-functional environment, you’ll design and optimize end-to-end customer journeys across digital, physical, and hybrid channels.
You’ll lead the integration of customer engagement strategies, data analytics, and omnichannel marketing to deliver exceptional experiences that drive satisfaction, loyalty, and business growth.
Key Responsibilities
- Develop and execute the vision and roadmap for customer experience and omnichannel strategies aligned with business objectives.
- Lead integration of customer engagement, data analytics, and omnichannel marketing within Therapy Area Brand plans.
- Oversee design and continuous improvement of customer journeys across all touchpoints.
- Identify and prioritize key customer segments, tailoring approaches to meet unique needs.
- Gather and analyze customer feedback and data to inform strategies and drive improvements.
- Lead development and implementation of integrated omnichannel strategies across digital, social, and traditional channels.
- Collaborate with marketing, sales, IT, medical, and other teams to deliver a unified customer experience.
- Ensure effective use of platforms and systems (CRM, marketing automation) to enable and measure performance.
- Establish and track KPIs such as NPS, CSAT, retention rates, and campaign effectiveness.
- Report on strategy effectiveness to senior management and recommend enhancements.
- Attract, develop, and retain diverse and skilled talent, fostering a high-performance, customer-centric culture.
- Provide leadership, mentorship, and guidance to direct reports and cross-functional teams.
- Promote continuous learning and capability development within the team.
About You
You’ll thrive in a fast-paced, customer-focused environment with a passion for innovation and strategic thinking. You’ll have access to tools and teams that help you collaborate, innovate, and grow.
You have:
- Bachelor’s degree in a relevant discipline
- 7+ years of experience in Customer Engagement, Business Analytics, Sales Force Effectiveness, Multichannel Analytics & CRM
- Strong analytical skills with ability to interpret data from multiple sources
- Proven track record of leading organizational change and high-performing teams
- Excellent collaboration, problem-solving, and negotiation skills
- Pharma or regulated industry experience (preferred)
What’s next? - How to apply
If you would like to be part of this highly driven and successful team, please submit your CV addressing the key criteria above.
You must have the right to live and work in this location to be considered for this opportunity.
It is our policy not to accept speculative resumes from recruitment agencies.
Position Area
Human Pharma
Position Location
NSW
Organization
Boehringer Ingelheim
Schedule
Full-Time
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