OCE Manager - Omnichannel Customer Engagement

About the role

Arcera, a global life sciences company developing, manufacturing and commercializing medicines in over 90 countries, is looking for an OCE Manager to lead the development and execution of omnichannel customer engagement strategies. The role drives commercial performance, enhances customer experience and ensures consistent, data-driven interactions across all touchpoints, bridging marketing, sales and digital. It reports to the Digital Marketing and Customer Engagement Head and is based at the site in Al Obour City, Cairo.

Key responsibilities

• Develop and implement the overall omnichannel customer engagement strategy aligned with commercial objectives.
• Partner with Commercial, Marketing, Medical and Digital teams on integrated engagement planning.
• Lead transformation from traditional to customer-centric, data-driven engagement models.
• Build and manage the OCE team and train commercial and field teams on OCE tools and best practices.
• Design and oversee multi-channel engagement plans (face-to-face, digital, remote detailing, email, social, web).
• Ensure consistent messaging and customer experience across channels, and align with sales force effectiveness frameworks.
• Drive adoption of OCE tools such as CRM and marketing automation platforms.
• Leverage data analytics to understand customer behaviour and optimise campaigns against KPIs.
• Champion AI and advanced analytics for personalisation and identify new digital engagement solutions.
• Support segmentation, targeting and customer journey mapping.

Required profile

• Bachelor's degree in Business, Marketing or a related field (MBA preferred).
• 12+ years in commercial, marketing, digital or customer engagement roles.
• Proven experience in omnichannel strategy and execution.
• Experience in highly regulated industries such as pharma or healthcare is a plus.

Required skills

• Strong understanding of CRM systems and analytics tools.
• Omnichannel strategy and execution.