Omnichannel Engagement Manager

Role summary

Location and work arrangement

• The role is based in Toronto, Ontario; relocation support is not available.
• The posting identifies a hybrid work arrangement.

Key responsibilities

• Lead regional and global omnichannel projects, translating requirements into delivery plans, estimates, timelines, and quality objectives.
• Connect customer insights, content, field activity, digital engagement, and data into customer-centered integrated journeys.
• Align brand, field, customer excellence, analytics, technical, and other teams across local and global groups.
• Identify resource gaps, risks, and competing priorities; help teams focus on high-value business problems.
• Define meaningful KPIs and use data, testing, and customer behavior to optimize journeys.
• Scale approaches to segmentation, personalization, content, channel sequencing, measurement, and next-best-action concepts.
• Build cross-functional capability through guidance, training, and best-practice sharing; pilot solutions and scale successful approaches.
• Report technical complaints, adverse events, and special case scenarios related to Novartis products within 24 hours of receipt; distribute marketing samples where applicable.

Essential requirements

• Relevant education and professional experience supporting commercial strategy, customer engagement, or omnichannel delivery.
• Ability to design and optimize integrated journeys across field and digital touchpoints, including segmentation, personalization, channel sequencing, and next-best-action concepts.
• Strategic problem-solving skills to translate ambiguous challenges, customer insights, and business objectives into practical action.
• Cross-functional influence and stakeholder leadership, including constructive challenge without direct authority.
• Data literacy to interpret customer and engagement data, define KPIs, test approaches, and optimize outcomes; advanced analytics or coding is not required.
• Working knowledge of CRM and marketing automation platforms, customer data, consent and preference management, and customer engagement technology.
• Understanding of content and channel strategy, audience, timing, modular or personalized content, and scaling content across brands.
• Pharmaceutical commercial, HCP engagement, brand planning, field-force, and compliance knowledge is valuable; relevant experience from other industries is welcomed.
• Practical awareness of AI, predictive analytics, and automation is an advantage.

Compensation and benefits

• Expected remuneration range is CAD 125,120–173,696; the posting does not state the salary cadence.
• Benefits include insurance, retirement plans, wellbeing resources, global recognition programs, and at least 14 weeks of paid parental leave, subject to local terms.

Company context