Head of Global Omnichannel Hub

**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.

**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.

**Who you’ll work with**

You will be a part of the Global Omnichannel Leadership Team, working closely with regional and affiliate teams to understand their Omnichannel needs, and with critical enabling partner functions across the world including Digital Technology, Insights to Impact, Global Marketing, Marketing Operations, Analytics, and others, to deliver seamless, data
- and technology-driven customer experiences.

**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

**Interested? For this role we’re looking for the following education, experience and skills**

**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.

**Why work with us?**
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws.