Customer Experience Lead
 

• Citywest, Dublin
• Permanent Role

We’re working on behalf of a leading pharmaceutical company to recruit an experienced Customer Experience (Omnichannel) Lead. This is a fantastic opportunity for a dynamic professional who thrives on driving customer engagement strategies across digital and in-person channels.

Reporting directly to the Customer Excellence Director, this role plays a pivotal part in shaping and delivering a seamless, end-to-end customer journey — with direct line management responsibility for one team member.

The Role: What You'll Be Doing

• Collaborating with internal teams across marketing, medical, sales, and tech to plan and execute integrated omnichannel campaigns.

• Leading the creation and implementation of detailed customer journey maps, identifying key touchpoints, pain points, and engagement opportunities.

• Developing a unified content calendar aligned with customer needs, across multiple platforms and formats.

• Translating journey insights into actionable, measurable strategies that deliver value for both the business and the customer.

• Ensuring digital and in-person engagements work together to deliver a consistent, customer-centric experience.

• Championing best practices in customer experience, including the use of segmentation, predictive analytics, and targeted communication.

• Supporting the integration of web platforms within the broader omnichannel framework.

• Partnering with data and IT teams to implement cutting-edge tools and technologies that enhance the customer journey.

• Delivering training and support to internal teams on journey mapping tools and omnichannel techniques.

What We're Looking For

• A degree in Business, Marketing, Life Sciences, or a related field (Master’s is a plus).

• 8+ years of relevant experience, ideally within the pharmaceutical or healthcare sector.

• Strong background in customer journey mapping, digital strategy, or omnichannel marketing.

• Proven ability to build and manage content strategies tailored to healthcare professionals, patients, and payers.

• Confidence in using CRM and marketing automation platforms such as Veeva or Salesforce.

• Solid understanding of analytics, segmentation, and data-driven customer engagement.

• Knowledge of industry compliance and regulatory frameworks within pharma.

• Experience in managing or mentoring others is a definite advantage.
  
  For full details please call Shirley on 086 783 17876