Global Omnichannel Capabilities Director

We are a specialist pharmaceutical company 100% dedicated to developing medicines to treat and prevent HIV. Born out of a partnership between GSK and Pfizer in 2009, with Shionogi joining in 2012, our ambition is to end the HIV epidemic.

As the pioneers in HIV innovation, we constantly look to push the boundaries of science to develop medicines that can change lives and give people more choice. Beyond our medicines, we are proud of our deep connection with the HIV community and work with partners to advance research and development, address HIV-related stigma, increase access to our medicines and provide funding and support to local community organisations to support their efforts in the HIV response.

We are ViiV Healthcare. Here until HIV and AIDS are not.

ViiV Healthcare's Global Digital & Tech Office is seeking a dynamic and innovative Global Omnichannel Capabilities Directorto lead the development, implementation, and optimization of data-driven omnichannel strategies. This role is critical in ensuring ViiV Healthcare delivers seamless, personalized, and impactful customer experiences across all channels, in alignment with HCP needs. The position is based within the Global Digital Office and reports to the Senior Director, CX Capabilities & Operations.

As a key strategic leader, the Global Omnichannel Capabilities Director will focus on developing and enabling global capabilities strategy to drive our data-driven omnichannel ambition leveraging advanced data insights, technology platforms, and innovative approaches to drive measurable customer engagement and business outcomes.

Omnichannel Capability Strategy & Leadership:

• Develop and implement a global omnichannel strategy to enhance digital fluency, improve Customer Experience (CX), and drive adoption of global strategies, tools and platforms across markets.

• Design, scale and embed omnichannel capabilities (e.g. segmentation, personalization, content optimization) globally ensuring they meet business objectives by collaborating across different teams.

• CX global business plan lead working very closely with Global Brand teams, advocating for customer-centric strategies informed by insights from healthcare professionals (HCPs), patients and stakeholders.

• Drive innovation by identifying opportunities, adopting new digital tools and platforms that connect online and offline channels.

• Lead CX capability across ViiV, including identification of gaps and areas to focus on, Omnichannel capabilities within Learning & Development Platform, the annual Digital Excellence Maturity Assessment (DEMA)

Data-Driven Decision Making:

• Collaborate with the Data & Analytics team to define KPIs and develop actionable insights from customer data, optimizing omnichannel strategies and ensuring relevance and impact of campaigns and engagement efforts.

• Monitor and report on the effectiveness of omnichannel initiatives, providing recommendations to enhance performance and ROI.

Compliance & Governance:

• Ensure all omnichannel strategies adhere to relevant regulatory, privacy, and compliance requirements, particularly in the highly regulated healthcare environment.

• Champion ethical and responsible use of data and technology in all initiatives.

We will love your high accountability for impact performance, your ambition for patients and strategic curiosity, and your collaboration and influence abilities. Your passion for our mission and purpose of getting ahead of HIV together will enthuse us! How you work is as important as what you deliver.

Education:

• Bachelor's degree required; advanced degree in Marketing, Business, Digital Innovation, Data Science, or related field experience strongly preferred.

Experience:

• Great experience in capabilities, digital marketing, customer experience, or omnichannel strategy, preferably within the pharmaceutical or healthcare industry.

• Proven track record of leading large-scale omnichannel initiatives across multiple geographies.

• Deep understanding of data-driven personalization, segmentation, and analytics as they relate to customer engagement.

• Experience working within global organizations and managing cross-functional teams in matrix environments.

Skills & Competencies:

• Strategic thinker with a strong ability to connect business goals to customer-centric omnichannel strategies.

• Expertise in leveraging data and analytics to inform decision-making and optimize customer experiences.

• Strong communication, collaboration, and stakeholder management skills, with the ability to influence and drive alignment across diverse teams.

• Knowledge of relevant technologies, platforms, and tools (e.g., CRM, CDP, marketing automation, content management systems).

• Familiarity with regulatory and compliance considerations in the healthcare/pharma industry.

Please apply via our online portal providing your CV and Cover Letter.

(Please take a personal copy of the Job Description, as this will not be available online post closure of the advert)

Hybrid - 2/3 days a week onsite.

Closing Date: CoP Monday 1st December 2025

#Hybrid

At ViiV Healthcare, we are committed to fostering an inclusive and diverse environment that reflects the communities we serve. The ideal candidate will embrace ViiV's mission to leave no patient behind, bringing passion, empathy, and purpose to everything they do.

Working Arrangement
This role will be offered as a hybrid working arrangement based in the United Kingdom. You will join colleagues in the office regularly and work remotely when appropriate.

What we value in you
We seek leaders who listen, support others, and act with integrity. You will be practical and curious. You will bring clarity when things are complex. You will help others learn and grow. We welcome people from all backgrounds and perspectives and encourage applicants who bring diverse experiences to our team.

Why Us?

At ViiV Healthcare, we will not rest until we leave no person living with HIV behind. Until the 39 million people living with HIV is down to zero, we will continue searching for new ways to limit the impact of HIV.

We are the only pharmaceutical company solely focused on combating, preventing, and ultimately eradicating HIV and AIDS. At ViiV Healthcare, we do things differently. Born out of a partnership between GSK and Pfizer in 2009, with Shionogi joining in 2012, we are determined to help end the HIV epidemic. We are guided by our mission to leave no person living with HIV behind and it is this mission that unites our employees located across the globe. We combine expertise in research, manufacturing, policy and more to push the boundaries of what people think is possible in HIV treatment and care. As a result of our connection with GSK, we are able to draw on their proud history and resources. This means that you would receive all the employee benefits offered by GSK.

Living our mission of leaving no person living with HIV behind means keeping inclusion and diversity at the heart of everything we do - from our breakthrough innovation, to our diverse portfolio of medicines as well as the work we do to partner with HIV communities. Having atruly inclusive culture where we're all able to be ourselves and feel like we belong will make us an even stronger team, better able to perform as a business and deliver on our mission to leave no person living with HIV behind.

ViiV is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.

Important notice to Employment businesses/ Agencies

ViiV does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact ViiV's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to ViiV. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and ViiV. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of ViiV. ViiV shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, ViiV may be required to capture and report expenses ViiV incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure ViiV's compliance to all federal and state US Transparency requirements. For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at https://openpaymentsdata.cms.gov/