Arcera is a global life sciences company headquartered in Abu Dhabi, United Arab Emirates. Our purpose is to enable longer and healthier lives while creating sustainable growth. We develop, manufacture, and commercialize a broad range of high-quality innovative and proven medicines in key international markets. With an operational footprint spanning over 90 countries across four continents, and manufacturing sites in eight countries, we offer more than 2,000 medicines across various therapeutic areas worldwide.
We are looking for an OCE Manager to Lead the development and execution of omnichannel customer engagement strategies to drive commercial performance, enhance customer experience, and ensure consistent, data-driven interactions across all customer touchpoints. The role bridges marketing, sales, and digital to maximize customer value and business growth. The position will be reporting to Digital Marketing and Customer Engagement Head.
Main Duties:
- Develop and implement the overall Omnichannel Customer Engagement (OCE) strategy aligned with commercial objectives.
- Partner with Commercial, Marketing, Medical, and Digital teams to ensure integrated engagement planning.
- Lead transformation initiatives to shift from traditional to customer-centric, data-driven engagement models.
- Build and manage a high-performing OCE team.
- Design and oversee the execution of multi-channel engagement plans (e.g., face-to-face, digital, remote detailing, email, social, web).
- Ensure consistent messaging and seamless customer experience across all channels.
- Drive adoption of OCE tools (e.g., CRM, marketing automation platforms)
- Leverage data analytics to generate actionable insights on customer behavior, preferences, and engagement effectiveness.
- Monitor KPIs and optimize campaigns based on performance insights.
- Champion the use of AI and advanced analytics to personalize engagement.
- Identify and implement innovative digital engagement solutions.
- Build internal capabilities in omnichannel planning and execution.
- Train commercial and field teams on OCE tools and best practices.
- Align OCE initiatives with sales force effectiveness and commercial excellence frameworks.
- Support segmentation, targeting, and customer journey mapping.
- Ensure engagement models are tailored to priority customer segments.
Job Requirements:
- Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
- 12+ years in commercial, marketing, digital, or customer engagement roles.
- Proven experience in omnichannel strategy and execution.
- Strong understanding of CRM systems and analytics tools.
- Experience in highly regulated industries (e.g., Pharma/Healthcare) is a plus.
