MAKE YOUR MARK FOR PATIENTS

We are looking for a Head of Global Omnichannel Hub, who is impactful, collaborative, and culturally agile to join us in our Global Omnichannel team. This position can be based in either our Brussels, Belgium, Monheim, Germany or Slough, United Kingdom Offices in Europe. This hybrid position requires a minimum of 40% on site presence and up to 20% domestic/international travel.

MINIMUM EXPERIENCE/SKILLS REQUIRED:

• 10-15+ years of experience in digital operations, service delivery, or omnichannel enablement ideally within pharma, or at least within life sciences or another regulated industry.
• Fluency in English is required
• Bachelor’s Degree

PREFERRED EXPERIENCE/SKILLS

• Master’s Degree/Other Advanced Degree
• Proven track record in designing and scaling digital or omnichannel services in a global or regional shared services model
• Strong operational and delivery mindset with experience in resource planning, project portfolio management, and performance tracking
• Proven success scaling omnichannel services in global or regional shared service models
• Strong operational mindset with expertise in planning, delivery, and performance tracking
• Deep knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAI
• Skilled in service frameworks: intake models, SLAs, KPIs, and governance
• Understanding of omnichannel strategy and pharma customer journey design
• Familiarity with global/local execution, regulatory, privacy, and channel nuances
• Success driving internal service adoption through a “pull” model across geographies
• Fluency in other languages are highly desirable (French, German, Italian, Spanish)
  Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!

ABOUT US

UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.

ABOUT THE ROLE

The Head of Omnichannel Hub is responsible for delivering high-quality, scalable, and tech-enabled omnichannel services that power efficient and effective execution across UCB’s regional and local teams. This leader oversees service delivery, operational excellence, and continuous innovation to ensure the Hub functions as a strategic enabler of omnichannel maturity and performance globally.

WHAT YOU’LL DO

• Design and evolve scalable omnichannel services within UCB’s centralized Omnichannel Hub
• Own the Hub services roadmap, prioritizing launches and identifying future service needs
• Ensure Hub performance through KPIs, governance, and continuous feedback mechanisms
• Manage Hub operating model: intake, forecasting, service level agreements, delivery, and performance reporting
• Promote efficiency and scalability via standardization and global process alignment
• Lead service owners to deliver and optimize services aligned with business and market needs
• Coordinate services delivered by cross-functional teams beyond direct reporting lines
• Integrate emerging technologies into services with Digital Technology, Insights to Impact, Marketing, and Analytics
• Partner with affiliates to ensure Hub services meet needs and drive adoption