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.