Customer Experience Capabilities, Senior Manager

Vertex UK Int'l HQ/R&D Paddington, London

About the Job

Key Responsibilities:

  • Effectively drive and evangelize an omnichannel, digital- first mindset across Sales and Marketing teams aligned to Vertex’s commercial operating model. Support country teams' ability to maximize digital engagement by partnering on end to end digital execution. Drive linkages between country teams and platform leads to identify opportunities for Customer Experience optimization
  • Work in partnership with Insights & Analytics team to measure channel utilization and effectiveness. Support Marketing content leads with recommendations on tactical adjustment that continuously optimize customer experience  
  • Support operationalizing of omnichannel infrastructure in partnership with GIS (IT team) and platform leads
  • Embed processes and tools for Customer Journey mapping in partnership with regional and country teams to drive insight driven, cross-channel optimization of Customer Experience
  • Partner with Marketing and Digital Platform leads to operationalize Campaign Management processes and platform. Identify and implement a standard Campaign Management / Workflow tool in partnership with regional Marketing and GIS (IT) Marketing Technology teams
  • Drive Digital change management initiatives, good practice sharing, and support Commercial capabilities development across the region


  • Bachelor’s degree / master’s degree in business or science

Skills and Experience:

  • Successful track record in pharma with a substantial amount of experience in commercial pharma role (Marketing, Sales, Digital) and/or pharma consultancy
  • Strong Digital execution experience in multichannel and/or omnichannel marketing
  • Strategic thinker with demonstrated ability to execute ‘hands on’ while being innovative and flexible
  • Excellent communication and presentation skills - fluent in verbal and written English + European language
  • Able to develop rapport and credibility with key stakeholders and comfortable leading without authority across functions and geographies
  • Demonstrated ability to work independently, and manage complex projects that require collaboration across functional and geographic areas
  • Ability to work in a fast-paced, evolving environment; focus on multi-tasking and self-prioritized workload
  • Integrity and diversity mindset