Senior Manager / AGM – Omnichannel & Digital Marketing (Pharma)

This role requires the ability to build integrated engagement models spanning HCP engagement, patient journeys, adherence programs, digital brand growth and tangible outcomes. Key Responsibilities: Omnichannel Strategy & Brand Activation Develop and execute omnichannel engagement strategies aligned with brand objectives and business priorities. Build integrated customer journeys across field force, CRM, email, WhatsApp, web, apps, webinars, social media, patient programs, and engagement platforms.

Design personalized engagement journeys for HCPs, patients, and caregivers where applicable. Partner with brand teams to translate business goals into measurable digital activation plans. Drive channel orchestration and journey optimization based on engagement behavior.

Digital Campaign Management Plan, execute, and optimize multi-channel digital campaigns for pharma brands. Lead campaign orchestration through CRM/ERM and marketing automation platforms. Manage segmentation, nurture workflows, triggered journeys, and engagement programs.

Deliver measurable improvements in reach, engagement, and conversion. Patient Support Programs (PSP) Design, launch, and optimize digital-enabled Patient Support Programs aligned to therapy and brand objectives. Build patient adherence, education, onboarding, counseling, refill reminder, and engagement journeys.

Work with medical, compliance, legal, patient support vendors, and brand teams to operationalize PSP initiatives. Identify digital interventions to improve patient retention, adherence, persistence, and treatment outcomes. Integrate PSP engagement across WhatsApp, CRM, call center ecosystems, mobile/web platforms, and patient communication channels.

Monitor PSP effectiveness through patient engagement analytics, drop-off analysis, adherence metrics, and program ROI. Ensure all patient-facing programs comply with regulatory, privacy, and internal governance requirements. Vacancy Management / Therapy Continuity Programs Develop and manage vacancy management programs to reduce treatment drop-offs and improve therapy continuity.

Build automated engagement journeys for missed refills, prescription gaps, follow-up reminders, and reactivation workflows. Design retention journeys to support patient continuity in chronic and long-term therapies. Use analytics to identify high-risk drop-off points and optimize intervention strategies.

Collaborate with brand, medical, sales, and support ecosystem partners to drive continuity programs. Social Media & Content Strategy Lead social media strategy for therapy brands, awareness initiatives, corporate reputation, and engagement campaigns. Build relevant scientific, educational, awareness, and patient-centric content ecosystems.

Manage organic and paid campaigns where applicable. Track engagement, sentiment, and performance. Analytics & Business Intelligence Define KPI frameworks, dashboards, attribution models, and campaign measurement structures.

Analyze omnichannel journeys, PSP performance, customer engagement, and campaign ROI. Translate insights into actionable optimization strategies. Present performance reviews and business recommendations to leadership.

Vendor & Platform Management Manage digital agencies, PSP vendors, CRM/ERM partners, analytics vendors, martech providers, chatbot vendors, and technology partners. Evaluate and onboard new engagement technologies. Ensure delivery excellence, governance, and cost optimization.

Compliance & Governance Ensure all campaigns and patient-facing initiatives comply with pharma regulations, privacy laws, medical governance, and internal approval systems. Build SOPs, governance models, escalation frameworks, and process discipline. Qualifications & Experience: Bachelor’s degree in any discipline (technical background not mandatory). 8+ years of experience in marketing technology management.

First-hand experience of CRM/ ERM platforms. Analytics & dash boarding Customer journey design Patient/ HCP engagement strategy MBA or equivalent business qualification is a plus, but not mandatory