Marketing Lead, Customer Engagement

Role Overview

As Marketing Lead, Customer Engagement, you will be responsible for defining the franchise customer engagement strategy and ensuring customers experience our brands in the most impactful, relevant, and effective way. You will lead the development of omnichannel engagement frameworks, customer experience principles, media investment strategies, and customer engagement capabilities across the franchise.

What You Will Do

You will own the customer engagement strategy for the franchise, define customer engagement priorities, success measures, and performance expectations, and translate customer, field, and account insights into strategic recommendations. You will also define the franchise omnichannel strategy, customer experience principles, and engagement framework, and own customer engagement budgets, media investment strategy, and channel prioritisation.

Why It Might Be a Fit

This role offers a unique opportunity to shape the future of customer engagement within Haematology, creating scalable ways of working and enabling teams to deliver exceptional customer experiences that accelerate adoption, advocacy, and growth.

Requirements

• Degree-level qualification in a scientific, life-sciences, business, marketing, or related discipline, or equivalent relevant experience
• Substantial commercial experience within oncology, with the scientific acumen to interpret clinical evidence and understand its implications for customer beliefs, journeys, and engagement
• Significant success developing customer-engagement strategies, omnichannel approaches, and advocacy programmes, with evidence of impact on customer experience, engagement, or defined business outcomes
• Strong experience using customer insight, behavioural data, and engagement metrics to prioritise audiences, channels, and investment, and continuously optimise performance and return on investment
• Strong understanding of the UK healthcare environment, including NHS structures, account dynamics, treatment decision-making, and market complexity
• Demonstrated ability to partner with and influence Sales and other customer-facing teams, lead cross-functional collaboration within a complex matrix organisation, and clearly communicate recommendations, trade-offs, and performance
• Experience providing strategic direction, constructive challenge, and coaching to customer-engagement or commercial colleagues, while building capability and embedding new ways of working across the wider organisation
• Sound understanding of pharmaceutical governance and the ABPI Code of Practice, with experience applying these requirements to omnichannel engagement, media, advocacy, and interactions with healthcare professionals and other external stakeholders

Benefits

• Competitive Salary
• Excellent Company Benefits