Head of Global Omnichannel Hub (UK)
UCB
Europe, United Kingdom, South East England, England, Berkshire
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Salary
$101,750 Per Year
Rank
Director
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
Hybrid
Functions
IT
Marketing
Reports to
Level
0
Travel Max:
20%
Posting Date
07-20-2025
Description
The Head of Omnichannel Hub is responsible for delivering high-quality, scalable, and tech-enabled omnichannel services that power efficient and effective execution across UCB’s regional and local teams. This leader oversees service delivery, operational excellence, and continuous innovation to ensure the Hub functions as a strategic enabler of omnichannel maturity and performance globally.
Key Responsibilities
- Design and evolve scalable omnichannel services within UCB’s centralized Omnichannel Hub
- Own the Hub services roadmap, prioritizing launches and identifying future service needs
- Ensure Hub performance through KPIs, governance, and continuous feedback mechanisms
- Manage Hub operating model: intake, forecasting, service level agreements, delivery, and performance reporting
- Promote efficiency and scalability via standardization and global process alignment
- Lead service owners to deliver and optimize services aligned with business and market needs
- Coordinate services delivered by cross-functional teams beyond direct reporting lines
- Integrate emerging technologies into services with Digital Technology, Insights to Impact, Marketing, and Analytics
- Partner with affiliates to ensure Hub services meet needs and drive adoption
Qualification & Requirements
Minimum Experience/Skills Required:
- 10-15+ years of experience in digital operations, service delivery, or omnichannel enablement ideally within pharma, or at least within life sciences or another regulated industry.
- Fluency in English is required
- Bachelor’s Degree
Preferred Experience/Skills
- Master’s Degree/Other Advanced Degree
- Proven track record in designing and scaling digital or omnichannel services in a global or regional shared services model
- Strong operational and delivery mindset with experience in resource planning, project portfolio management, and performance tracking
- Proven success scaling omnichannel services in global or regional shared service models
- Strong operational mindset with expertise in planning, delivery, and performance tracking
- Deep knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAI
- Skilled in service frameworks: intake models, SLAs, KPIs, and governance
- Understanding of omnichannel strategy and pharma customer journey design
- Familiarity with global/local execution, regulatory, privacy, and channel nuances
- Success driving internal service adoption through a “pull” model across geographies
- Fluency in other languages are highly desirable (French, German, Italian, Spanish)
Benefits
- Insurance Benefits
- Retirement Benefits
- Vacation Policy
- Other Perks and Benefits…
Company Profile
UCB
Industry
Pharmaceutical Manufacturing
Revenue
$7.76B
Employees
9,378
Fortune 500 Rank
#486
Global 500 Rank
NA
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