OverviewThe Head of Global Omnichannel Hub (Belgium) is a leadership role within UCB’s Global Omnichannel team. This hybrid position can be based in Brussels (Belgium), Monheim (Germany), or Slough (United Kingdom) with a minimum of 40% on-site presence and up to 20% domestic/international travel.Role context You will deliver high-quality, scalable, tech-enabled omnichannel services that power efficient execution across UCB’s regional and local teams, overseeing service delivery, operational excellence, and continuous innovation to enable global omnichannel maturity and performance.About The RoleThe 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 DoDesign and evolve scalable omnichannel services within UCB’s centralized Omnichannel HubOwn the Hub services roadmap, prioritizing launches and identifying future service needsEnsure Hub performance through KPIs, governance, and continuous feedback mechanismsManage Hub operating model: intake, forecasting, service level agreements, delivery, and performance reportingPromote efficiency and scalability via standardization and global process alignmentLead service owners to deliver and optimize services aligned with business and market needsCoordinate services delivered by cross-functional teams beyond direct reporting linesIntegrate emerging technologies into services with Digital Technology, Insights to Impact, Marketing, and AnalyticsPartner with affiliates to ensure Hub services meet needs and drive adoptionQualifications10-15+ years of experience in digital operations, service delivery, or omnichannel enablement, ideally within pharma or life sciences or another regulated industryFluency in English is requiredBachelor’s DegreePreferred Experience/SkillsMaster’s Degree/Other Advanced DegreeProven track record in designing and scaling digital or omnichannel services in global or regional shared servicesStrong operational and delivery mindset with experience in resource planning, project portfolio management, and performance trackingProven success scaling omnichannel services in global or regional shared service modelsDeep knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAISkilled in service frameworks: intake models, SLAs, KPIs, and governanceUnderstanding of omnichannel strategy and pharma customer journey designFamiliarity with global/local execution, regulatory, privacy, and channel nuancesProven ability to drive internal service adoption through a “pull” model across geographiesFluency in additional languages (French, German, Italian, Spanish) is desirableAbout UsUCB is a global biopharmaceutical company focused on neurology and immunology, with around 8,500 people worldwide.Why work with us?We aim to create value, collaborate, and innovate for patients, with a caring and inclusive culture. We offer opportunities for growth and a path to reach your potential. UCB is an equal opportunity employer. All employment decisions are made without regard to protected characteristics.If you require adjustments to our process to demonstrate your strengths and capabilities, contact EMEA-Reasonable_Accommodation@ucb.com. If your inquiry does not relate to adjustments, we will not be able to support you through this channel.EEO UCB is an equal opportunity employer.
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