HCP Omnichannel Activation Manager

KEY RESPONSIBILITIES

• 1. Omnichannel Strategy & Customer Engagement Excellence
• Lead the development and execution of Northern Europe’s healthcare professional omnichannel strategy across paid, owned, earned and shared channels.
• Develop and implement a long-term vision for healthcare professional engagement, ensuring seamless integration of field force activity, CRM, digital engagement, professional media, educational programs, KOL engagement and customer support platforms.
• Create customer-centric engagement models and omnichannel customer journeys that deliver measurable improvements in healthcare professional engagement, recommendation and advocacy.
• Drive the evolution of Kenvue’s engagement model from campaign-led activation to personalized, data-driven customer engagement.
• Lead the strategic development and optimization of Kenvue Pro and future digital customer engagement platforms, ensuring they become critical drivers of education, sampling, advocacy and commercial activation.
• Identify emerging technologies, engagement platforms and industry best practices to ensure Kenvue remains at the forefront of healthcare professional engagement.
• 2. Field Force Leadership & Commercial Excellence
• Work closely with the Professional Field Force Manager to align field force priorities, capability development and execution with the broader HCP omnichannel strategy.
• Lead the integration of professional field force activity within the broader omnichannel customer engagement strategy.
• Drive excellence across pharmacy, dentistry, primary care and secondary care customer engagement programs, ensuring customer interactions are impactful, relevant and aligned to business priorities.
• Partner closely with Commercial Excellence teams to optimize customer segmentation, targeting, territory design, call planning, reach and frequency strategies.
• Ensure field teams are equipped with compelling scientific content, customer insights, digital tools and capability development programs that maximize engagement quality and effectiveness.
• Lead capability-building initiatives that improve field force effectiveness, customer engagement quality, and commercial performance.
• Conduct regular coaching and field visits to identify opportunities for continuous improvement and capability development.
• Champion a culture of accountability, customer centricity, innovation and executional excellence across all professional engagement activities.
• 3. Activation Excellence & Brand Partnership
• Partner closely with HCP Brand Managers and content leads to translate healthcare professional strategies into highly effective omnichannel engagement programs.
• Ensure content is optimized and activated effectively across digital, field force, professional organizations, KOLs, social media, PR, educational partnerships and customer-facing channels.
• Lead the development of customer journey frameworks, engagement pathways and content sequencing strategies designed to maximize healthcare professional impact and recommendation.
• Establish best practice standards for omnichannel activation planning, campaign deployment and customer engagement execution.
• Act as a strategic partner to healthcare marketing teams, ensuring professional engagement activities contribute meaningfully to commercial objectives.
• 4. Capability Building & Organizational Excellence
• Serve as Northern Europe’s subject matter expert for healthcare professional omnichannel engagement.
• Build omnichannel capability across brand teams, field teams and cross-functional stakeholders.
• Develop capability frameworks, training programs, playbooks and best-practice tools that drive a step change in healthcare professional engagement excellence across the organization.
• Lead initiatives focused on customer journey design, CRM excellence, field force effectiveness, content activation, digital engagement, and customer experience.
• Promote a culture of learning, experimentation and continuous improvement across the healthcare professional organization.
• 5. Data Strategy, CRM, Measurement & Performance
• Lead the Northern Europe healthcare professional customer data strategy and omnichannel measurement framework.
• Partner with analytics, media, technology and business teams to define meaningful KPIs, engagement metrics and performance frameworks.
• Drive implementation of advanced customer segmentation, targeting, personalization, and marketing automation capabilities.
• Establish robust test-and-learn programs to continuously improve customer journeys, channel effectiveness, and engagement performance.
• Translate customer and performance data into actionable insights that improve engagement quality, recommendation and commercial outcomes.
• Ensure investment decisions are informed by data, customer insight and clear measurement of return on engagement activities.

Essential Experience

Preferred Experience

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