Omnichannel Operations Manager

The Omnichannel Operations Manager is responsible for translating omnichannel marketing strategy into high-quality, compliant, and scalable operational execution. This role sits at the intersection of marketing, technology, and data, ensuring seamless delivery across platforms including Veeva CRM, Veeva Vault/CLM/VAE, Salesforce Marketing Cloud (SFMC), and associated digital and analytics systems.

The role requires a hands-on operator with strong governance, QA, and cross-functional coordination skills, who can own the end-to-end operational lifecycle of omnichannel campaigns.

Key Responsibilities

Campaign Build & Execution

• Build, configure, and deploy email campaigns and customer journeys within Salesforce Marketing Cloud.
• Upload, package, and activate CLM and VAE content within Veeva CRM.
• Configure metadata, targeting rules, version control, and content associations.
• Ensure accurate tracking, tagging, and analytics readiness prior to launch.

Platform Integration & Data Operations

• Maintain and oversee data mapping across Veeva, SFMC, OneTrust, and analytics platforms.
• Manage segmentation logic, data extensions, consent frameworks, and suppression rules.
• Identify, troubleshoot, and resolve data flow and integration issues in collaboration with IT and platform teams.

Operational Readiness & Governance

• Develop and maintain SOPs, workflows, and operational best practices.
• Oversee the content lifecycle from approval through deployment and retirement.
• Own Brand Portal governance, taxonomy, and content organisation standards.
• Maintain and manage omnichannel production and deployment calendars.

Quality Assurance & Testing

• Conduct thorough QA on all assets, campaigns, and journeys prior to deployment.
• Validate rendering, responsiveness, links, tracking, and tagging across devices and channels.
• Coordinate issue resolution and fixes with internal and external stakeholders.

Cross-Functional Leadership

• Act as the day-to-day operational liaison between marketing, strategy, IT, affiliates, and external partners.
• Translate customer journeys, campaign plans, and brand strategies into clear operational requirements.
• Train and support teams on omnichannel platforms, tools, and workflows.

Measurement & Optimisation

• Ensure analytics and reporting frameworks are correctly implemented.
• Monitor live campaigns and journeys to identify risks, issues, or optimisation opportunities.
• Recommend and implement continuous improvements to processes, tools, and ways of working.

Skills & Experience

• Proven hands-on experience with Veeva (CRM, CLM, VAE, Vault) and Salesforce Marketing Cloud.
• Strong understanding of CRM data structures, consent management, and GDPR-compliant processes.
• High attention to detail with excellent QA, documentation, and organisational skills.
• Strong communication skills with the ability to manage multiple stakeholders across technical and non-technical teams.

Personal Attributes

• Proactive, structured, and comfortable working in complex or ambiguous environments.
• Hands-on problem solver with a strong sense of ownership.
• Collaborative mindset with the ability to bridge strategy, operations, and technology.

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

Syneos Health Communications is powered by Syneos Health, a global professional services organisation designed to help the biopharmaceutical industry shorten the distance from lab to life®. We have a proven pedigree in health, with industry titans in every facet of healthcare. This eliminates guesswork and fuels our passion for total, life-changing solutions. At the heart of health, we’re uniquely poised to predict what’s next and respond to the market’s demand for smarter and faster answers. We are able to help our customers make important decisions within their business due to our unique understanding of the complexities that come along with working in the healthcare industry. Syneos Health Communications is able to make the complex, simple.

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Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)