Content Activation & Omnichannel Orchestration Manager
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Before you apply
Salary€61k – €114k
LocationAmsterdam
SenioritySenior
DepartmentCustomer Excellence
Company size10,000+ people
PostedNov 2, 2026 · 6d ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Maintain end‑to‑end standards and processes for promotional content readiness and activation
Ensure that content created by Therapeutic Areas, V&A, Communications & Patient Advocacy is prepared to be used on field and functional technology platforms
Clarify and orchestrate responsibilities between EE Customer Excellence, brand teams and other functions
Ensure that local content adaptation, International contents use and re-use guidance, and content activation follow International defined execution standards
Collaborate with brand leadership/ International OCE to design and execute an insights-driven Omni-channel strategy
Translate validated customer journeys into practical omnichannel orchestration guidance
Lead implementation/execution of Omnichannel customer journeys in technological systems such as Sales Force Marketing Cloud and Oncore
Provide implementation guidance and channel up‑skilling to Commercial teams on the use of SFMC, iCVA, and other local tech platforms
Partner with brand and TA teams to align channel plans and content usage with agreed customer journeys
Monitor and share insights on channel performance and customer experience and journey adherence
Oversee standards and governance for content tagging, FUSE uploads and MLR processes
Alignment with the International OCE team to ensure consistency, governance and best practice
Collaborate with EE Data, Analytics & Platforms and technology owners to ensure content and journey data are available and structured
Design and deliver targeted capability building on content activation standards, omnichannel orchestration and platform usage
Support handshake meetings between International and local brand teams
Lead the intake and prioritization process for international‑to‑local content and omnichannel requests
Skills
Oncore CRM
iCVA
Salesforce Marketing Cloud
SFMC
FUSE
Salary Range:
€61,400.00 - €114,000.00
Job Description Summary
The Content Activation and Omnichannel Orchestration Manager serves as the domain manager within the Customer Excellence pillar for ensuring that approved content is activation ready and orchestrated consistently across field and digital channels.
The role owns local standards, processes and playbooks/documented Ways of Working for content activation, tagging, and omnichannel orchestration, while enabling Commercial, Value & Access (V&A), and Communications & Patient Advocacy teams to execute within those standards.
It ensures that customer journeys are translated into coherent channel experiences, that content is correctly prepared for platforms such as Oncore Customer Relationship Management (CRM), Interactive Core Visual Aids (iCVA) and Salesforce Marketing Cloud (SFMC), and that performance insights feed continuous improvement of execution standards.
The role is accountable for driving adoption, effectiveness and continuous innovation of omnichannel engagement, ensuring measurable impact on customer experience and business outcomes.
Job Description
Major accountabilities:
Content Readiness and Activation Standards:
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Maintain end‑to‑end standards and processes for promotional content readiness and activation for Commercial and ‘not promo’ content for V&A, from receipt of global/central materials to local “activation‑ready” status, aligned with International CE&C.
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Ensure that content created by Therapeutic Areas (TAs), V&A, Communications & Patient Advocacy is prepared to be used on field and functional technology platforms (e.g. Oncore CRM, iCVA), in alignment with compliance and quality standards.
•
Clarify and orchestrate responsibilities between EE Customer Excellence, brand teams and other functions so that EE Customer Excellence enables and oversees activation standards, while content ownership and hands‑on activation remain with brand / functional owners.
•
Ensure that local content adaptation (developed by TA marketeers and CLS production hub), International contents use and re-use guidance, and content activation follow International defined execution standards.
Omnichannel Orchestration and Customer Journeys
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Collaborate with brand leadership/ International OCE to design and execute an insights-driven Omni-channel strategy consistent with brand strategies.
•
Translate validated customer journeys into practical omnichannel orchestration guidance (channel mix, sequencing, cadence) to ensure a seamless and integrated experience across channels, aligned with International Omnichannel team and International Commercial Excellence (ICE) framework.
•
Lead implementation/execution of Omnichannel customer journeys in technological systems such as Sales Force Marketing Cloud and Oncore.•
•
Provide implementation guidance and channel up‑skilling to Commercial teams on the use of SFMC (orchestration, campaign flows), iCVA, and V&A on different channels for payers and account engagement respectively and other local tech platforms in line with international standards. •
•
Partner with brand and TA teams to align channel plans and content usage with agreed customer journeys, ensuring that omnichannel plans are realistic, compliant and operationally executable.• Monitor and share insights on channel performance and customer experience and journey adherence to inform continuous refinement of ICE‑aligned omnichannel execution standards.
Tagging and Data-Driven Continuous Improvements
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Oversee standards and governance for content tagging, FUSE uploads and MLR (Medical, Legal, Regulatory) processes, ensuring consistency of execution across TAs and V&A, while day-to-day execution is performed by respective content owners.
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Alignment with the International OCE team to ensure consistency, governance and best practice is in place.
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Ensures that ICE content created locally contains manifest file that is shared with PH for execution.
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Collaborate with EE Data, Analytics & Platforms (DAP) and technology owners (e.g. CRM, field systems, SFMC) to ensure that content and journey data are available, reliable and structured to support reporting and analytics of ICE Dashboards such as Content & Campaign Performance Dashboard (CCPD)
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Enable patients and payers multichannel insights, including enabling Access Field to provide and capture reimbursement pathway insights (regional/country V&A field inputs), and enable analysis and reporting.
Collaboration and Capability Building
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Design and deliver targeted capability building (in partnership with the EE Capability Building pillar) on content activation standards, omnichannel orchestration and platform usage for relevant functions.
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Support handshake meetings between International and local brand teams as perContent & Campaign Operating Model to ensure the model is well adopted; content production remains a TA remit.
•
Lead the intake and prioritization process for international‑to‑local content and omnichannel requests, applying a clear framework to determine what gets supported and when. Manage trade-off decisions across TAs / functions capacity management / resource allocation.
Key performance indicators:
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Product sales impact through the digital platform or digital solution
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Omnichannel execution quality (e.g. alignment of live campaigns to defined journeys, channel mix and orchestration rules) and KPIs improvement
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Consistency of execution standards across brands and functions (e.g. variance in tagging quality, adherence to MLR and FUSE processes)
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Improvement in channel and content utilisation metrics (e.g. increased usage of iCVA, SFMC campaigns, digital touchpoints, customer-level engagement quality) linked to improved execution standards.
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Time-to-activation
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Adoption metrics (e.g. % campaigns using defined journeys)
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Stakeholder satisfaction (Commercial, V&A, Communications & Patient Advocacy) with content activation and omnichannel orchestration support
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