Omnichannel Specialist

Job description

Your impact begins here As Omnichannel Specialist, you will partner with cross-functional teams to translate campaign strategies into connected, low-friction consumer and healthcare professional journeys. You will co-ordinate the platforms, data and measurement needed to improve journey performance and build omnichannel capability across Novo South Africa over the next two years. Please note: This is an office-based, fixed-term role for 2 years. What you’ll bring You put consumers and healthcare professionals at the centre of journey design, staying curious about their needs, behaviours, motivations and barriers. You can translate diverse insights into connected, compliant experiences and measurable improvements. You will bring: A bachelor’s degree in Business Administration, Marketing, Digital Marketing or a related field. 3–5 years’ experience in pharmaceutical marketing, digital engagement or omnichannel execution. A consumer-first mindset and ability to anticipate needs, translate insight into action and build trust, loyalty and lasting relationships. Experience using CRM, segmentation, triggers, personalisation and automation to connect digital, physical pharmacy and direct engagement touchpoints. Experience supporting compliant HCP and consumer journeys across email, portals, websites, search, social media, messaging, webinars, eDetailers and approved partner platforms. Knowledge of content approval, consent, privacy, safety escalation and promotional governance in healthcare. Ability to interpret market research and campaign data, test and learn, and turn insights into clear recommendations and measurable outcomes. Agility in ambiguity, with the ability to co-ordinate platform, data, tracking and channel dependencies across campaign owners, agencies, internal teams and external partners. Clear communication and stakeholder-management skills. Useful, but not essential: Exposure to patient engagement initiatives, digital patient platforms, website integration or partner CRM data. Experience with AI-assisted content tools or dynamic content optimisation. What you’ll do You will partner with cross-functional teams to translate local, regional and global priorities into effective omnichannel journeys for South Africa. Co-design integrated consumer, patient and HCP journeys with cross-functional teams. Use segmentation, triggers, personalisation and automation to deliver the right message through the right channel at the right moment. Translate campaign objectives into channel, platform, data, tracking and measurement requirements, and co-ordinate omnichannel execution across internal and approved partner platforms. Map journeys from awareness and trusted information to appropriate support or treatment-related next steps, identifying hand-offs, drop-off points and opportunities to minimise repetition, unnecessary steps and data re-entry for consumers. Co-ordinate the integration of consumer websites, CRM journeys, pharmacy platforms and approved partner websites, working with Digital, IT, Privacy, Legal and external partners to address technical, consent and operational dependencies. Define tracking, tagging, consent and data-capture requirements before launch, and partner with Legal, Ethics, Compliance and Quality, Medical, Regulatory, Pharmacovigilance, Privacy and IT on governance, monitoring and escalation. Combine approved partner website, CRM and engagement data with internal campaign, website and market research insights to identify friction, channel preferences and optimisation opportunities. Analyse journey performance across touchpoints and provide clear, practical recommendations to cross-functional teams and relevant stakeholders to improve engagement, conversion, retention and consumer lifetime value where applicable. Build omnichannel capability by sharing good practice, supporting training and helping teams adopt new tools and ways of working. Who you’ll work with You will join the Customer and Patient Experience team in Johannesburg, reporting to its Head, and work closely with the Customer & Patient Experience team, Sales, Marketing, Medical, Regulatory, Market Access, Communications, LECQ, IT, Content Hub and regional OCE teams. Consumer Campaign Managers own campaign strategy, audience, messaging, content and business outcomes; you enable delivery through journey design, platform integration, data and measurement. Externally, you will work with approved agencies, technology and platform providers, pharmacies and other partners, while remaining close to the needs of healthcare professionals, consumers and patient networks. What you can expect here You will help make omnichannel a competitive advantage by enabling seamless, compliant and measurable experiences across internal and partner touchpoints. Start now Your impact begins today. If you are ready to make every interaction with healthcare professionals and patients more relevant, apply for the Omnichannel Specialist role by November 2nd, 2026. To apply, upload your CV online by clicking Apply and following the instructions. You do not need to attach a cover letter, but please include a few sentences in your CV about why you are applying. To help us keep the process fair, please do not add a photo to your CV. We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.