Global Head of Customer Engagement Strategy, Omni-channel Solutions & CRM Transformation (m/f/d) (Various Locations, AT, BE, DE, DK, ES, FR, GB, IE, IT, NL, PT)
Professional | Permanent | Full-time | Mobile Work
Are you an entrepreneurial thinker? Do you want to join a dynamic team with a strong sense of purpose that thrives on finding new ways to tackle challenges? Then our Commercial, Marketing & Sales team is the right place for you: whether you’re passionate about Marketing, Medical Affairs, Market Access, Commercial Excellence or Sales. We analyse the market to find out exactly what patients need, and then we provide pain treatments that improve their lives – while creating value for Grünenthal. We strive to make progress towards our vision of a world free of pain – every single day, one patient at a time. We’d love you to help us make a powerful impact on the lives of people living with pain around the globe.
What the job looks like As part of your day-to-day responsibilities, you will:
- Lead the design, execution, and continuous optimisation of Grünenthal’s global omni channel strategy and enterprise engagement ecosystem
- Shape a unified, future ready operating model that connects field, digital, medical, and market access activities into one seamless customer experience engine.
- Own the global CRM transformation, driving a high complexity, multi country migration programme with full accountability for blueprinting, harmonisation, and deployment.
- Architect an integrated ecosystem spanning CRM, marketing automation, content delivery, data platforms, and field enablement tools.
- Oversee global data strategy, ensuring master data integrity, cross system integration, and compliant consent and preference management.
- Build closed loop measurement frameworks that link engagement activities to commercial and medical impact, enabling clear ROI visibility.
- Lead governance structures that balance global standardisation with local agility, eliminating operational friction and technical debt.
- Drive global capability building through maturity models, certification programmes, and communities of practice.
- Serve as the strategic interface for global, regional, and local omni channel and IT stakeholders, ensuring alignment and delivery excellence.
- Ensure all platforms and processes meet GDPR, GxP, validation, and global data privacy requirements.
What you’ll bring to the table To make the most of this role and truly thrive, you should have:
- A degree in Business, Information Systems, Engineering, Data Science, or a related field, paired with extensive leadership experience in the pharmaceutical industry.
- A proven track record leading large‑scale CRM migrations, omni‑channel transformations, and complex vendor ecosystems across multiple regions.
- Deep expertise in Veeva (Vault, Align, CRM, Events, PromoMats) and Salesforce Marketing Cloud, with strong architectural and integration capabilities.
- Hands‑on experience with data modelling, identity resolution, ETL, API‑led integrations, and enterprise platforms such as SAP or Oracle.
- Strong command of SQL, BI tools, and analytics frameworks that support predictive insights and KPI‑driven decision‑making.
- Demonstrated experience implementing CDP and CMP solutions within strict GDPR and global compliance environments.
- Executive presence with the ability to influence senior stakeholders and translate technical complexity into business impact.
- A strategic systems thinker who simplifies architectures, reduces technical debt, and drives scalable global standardisation.
- Mastery of change leadership, Agile methodologies, and organisational adoption at enterprise scale.
- High resilience, analytical rigor, and the ability to lead diverse, high‑performing teams in fast‑moving environments.