About Astellas
Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. Learn more at Astellas.com.
Are you driven to make a real difference in the lives of patients?
We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.
This position is location flexible and may be based in any country where Astellas maintains an active legal entity, with employment terms governed by the local standards of the hiring country.
Location and Working Environment
This position reports into the Head, Customer Engagement Excellence. This position is hybrid and will require you to be onsite 2 days per week at our Bourne, UK office. Applications from EU are welcome.
At Astellas we recognise the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimise the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.
Purpose & Scope
The Journey Orchestration & Omnichannel Operations Chapter Lead is part of the Customer Engagement Excellence (CEE) team within the broader Value Delivery organization. CEE is an integrated global group focused on supporting capabilities across VALUE Delivery, including Commercial (Sales/Marketing), Market Access and Medical Affairs, to enhance delivery and outcomes to the business, whilst prioritizing ethical decision making. During all such activities, there is a need to ensure that the integrity and independence of Medical Affairs capabilities is not compromised. The Chapter Lead is expected to proactively communicate and consult with members of the CEE team and senior Medical Affairs management as necessary to ensure that the integrity and independence of Medical Affairs is maintained at all times.
The Journey Orchestration & Omnichannel Operations Chapter Lead is a “player-coach” role, responsible for driving both critical deliverables and outcomes and supporting the professional growth and development of their chapter team members.
In their role as a ‘player-coach’, this role may be called upon to lead / be a member of cross-functional Pods and Value Teams focused on resolving specific business problems for the organization. Pods and Value Teams will be established and evolved based on changing business objectives. They are critical thought leaders within their field of expertise for the organization. As a Value Team lead, this role will manage a number of cross-functional resources focused on specific objectives and outcomes, identify and prioritize the team’s backlog of work, resolve / escalate strategic risks, and manage expectations of stakeholders. They will work directly with the Pod Lead to align strategy and deliverables based on the mission. As a Pod lead, this role will manage a group of Value Teams to deliver business, program, or initiative outcomes with similar or related missions; the Pod Lead will report into the Hub Lead and work with other Pod Leads to align and deliver on the proposed outcomes.
The Chapter Lead is responsible for developing the capabilities and skillsets of their teams, providing coaching and mentoring, managing team resource capacity, supporting the learning and career development of their Chapter team, managing the teams’ compliance with standards and leading practices, continuous improvement and shared learning.
Role and Responsibilities:
• Leadership and Strategy
• Expertise Development
• Delivery
• Agile Leadership
• Resource Allocation
• Stakeholder Management
• Performance and Team Management
Role and Responsibilities Continued:
Leadership and Strategy:
o Collaborate with the Experience & Engagement Practice Lead to define the strategic direction of the Chapter, in alignment with the broader VALUE Delivery strategy
o Define and evolve best practices for journey design, customer activation planning, omnichannel orchestration, and channel integration across global markets.
o Define the strategic direction for the Journey Orchestration & Omnichannel Operations Chapter, ensuring the integrated capabilities of US/JP campaign ops, NBE, journey orchestration, channel strategy, UX, and customer data acquisition operate as a cohesive Chapter.
o Provide expert oversight to ensure launch, campaign, and journey operations reinforce enterprise standards and compliance boundaries.
Expertise Development:
o Seeks opportunities to develop team members and elevate their Journey Orchestration & Omnichannel operations skillsets while continuing to refine their own personal expertise
o Gather feedback and various inputs to assess skillset maturity of team members
o Develop capability frameworks, maturity assessments, to drive enterprise adoption of expected transformation
o Ensure Chapter members are skilled in emerging capabilities, such as automation, AI/ML Orchestration engines and evolving technologies (Adobe, CDP, Marketing Automation)
o Ensure every journey or campaign has clear data requirements, operational feasibility, compliant sequencing, and measurement plans.
Delivery:
o Lead / contribute to cross-functional Pod and Value Team delivery
o Act as the senior functional expert for Value Teams working Journey and Campaign Execution
o Act as a senior “player–coach” for complex delivery programs where multiple capability areas intersect (Campaign Ops + NBE + Identity + UX + Channel).
o Partner with Customer Data Acquisition specialists to ensure that journeys and campaigns use compliant data signals, preferences, and identity flows.
o Ensure US & Japan campaign teams operate under consistent global consent and identity frameworks.
o Align journey design with CDP, CIAM, CRM, and analytics tooling to enable NBA and automated orchestration.
Agile Leadership:
o Facilitate the interface and communication with teams across markets, acting as a steward of agile methodology to facilitate ways of working
o Ensure that the team understands and utilizes agile ways of working, providing skills development as needed
o Foster a culture of collaboration, flexibility, and responsiveness to change, enabling the team to thrive in an agile environment
Resource Allocation:
o Collaborate with the CEE Practice Leads to align resource capacity with demand from the business and Pods/Value Teams
o Collaborate with CEE Practice Leads to manage capacity and workload, making adjustments as necessary to meet demand and timelines
o Continuously assess and adjust Chapter resourcing to match global demand cycles (brand launches, campaign calendar, NBE maturity phases).
o Continuously assess and adjust Chapter resourcing to match global demand cycles (brand launches, campaign calendar, NBE maturity phases).
Stakeholder Management:
o Engage with key internal stakeholders to drive strategy and outcomes, as well as key external stakeholders based on Chapter-specific objectives
o Act as the primary liaison between Gx HUB Lead, and Practice Leads to align platform capabilities with business needs
o Collaborate with other Chapter Leads to support internal and external customer needs
o Serve as the senior authoritative voice for journey orchestration, campaign ops, UX, and channel strategy in enterprise governance forums.
Performance and Team Management:
o Work with Practice Leads to facilitate performance management process, identify high-potential resources, and support short- and long-term succession planning
o Address and communicate team performance challenges to Gx HUB Lead
o Address capability gaps and drive maturity uplift across regions.
Essential Knowledge & Experience:
• Extensive and proven experience in omnichannel marketing, campaign operations (US, JP, or global), journey orchestration, UX/channel operations, or digital customer experience within life sciences.
• Significant and demonstrable hands-on experience overseeing or contributing to campaign execution workflows (email, Marketing Automation, CLM, paid, web)
• Experience leading teams in an agile environment, with a strong understanding of agile methodologies and practices
• Understanding of journey mapping, orchestration logic, NBE/AI-driven engagement, and customer experience design.
• Strong familiarity with customer data and identity (consent, preference centers, CDP, CIAM).
• Demonstrated ability to develop talent and foster a culture of continuous learning and improvement.
• Previous experience in a global role or working with cross-functional teams across different regions.
Education/Qualifications:
• Bachelor's degree in a relevant field (e.g., Business, Marketing, Life Sciences) or equivalent.
Preferred Experience / Qualifications:
• Master’s degree or MBA in a relevant field.
• Experience with CDP, marketing automation, journey automation platforms, experimentation frameworks, or NBE operations.
• Experience with cross-channel performance measurement and analytics.
• Working knowledge of Japanese or US market regulatory nuances beneficial.
What awaits you at Astellas?
• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.
Our Organizational Values and Behaviors:
• Impact
• Innovation
• Integrity
• One Astellas
• Accountability
• Courage
• Sense of Urgency
• Outcome Focus
Benefits:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Beware of recruitment scams impersonating Astellas recruiters or representatives. Authentic communication will only originate from an official Astellas LinkedIn profile or a verified company email address. If you encounter a fake profile or anything suspicious, report it promptly to LinkedIn's support team through LinkedIn Help.
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