Head of Programme Management

Location: Boston – Hybrid (3 days of travel to client office in Boston)

We are seeking a strategic and execution-oriented Omnichannel Program Manager with a strong focus on web and digital experience initiatives. This role will lead the planning, coordination, and delivery of omnichannel programs that integrate web, email, CRM, digital marketing, content, analytics, and customer engagement strategies to create seamless customer experiences across channels. The ideal candidate has experience managing complex web and digital programs, coordinating cross-functional stakeholders, and driving customer-centric initiatives in fast-paced environments. This role partners closely with marketing, product, web development, UX/UI, analytics, CRM, content, and business teams to deliver integrated digital experiences that support customer engagement and business growth.

Leading end-to-end delivery of omnichannel programs with a primary focus on web and digital customer experiences

Managing web-related initiatives including website enhancements, personalized content experiences, campaign programs, platform integrations, and customer journey optimization

Coordinating cross-functional teams including marketing, web development, UX/UI, analytics, CRM, content, SEO, and operations

Developing and managing program roadmaps, timelines, dependencies, budgets, and delivery plans

Ensuring alignment between web experiences and broader omnichannel engagement strategies across email, CRM, social, paid media, and marketing automation platforms

Partnering with business stakeholders to define customer engagement objectives, KPIs, and success metrics

Driving execution of personalization, segmentation, and customer journey initiatives across digital touchpoints

Having a strong understanding of design systems and content management platforms

Collaborating with technical teams on CMS enhancements, API integrations, tagging strategies, and platform optimization

Monitoring program performance using analytics, engagement metrics, conversion data, and customer insights

Identifying opportunities to improve customer experience, operational efficiency, and digital engagement performance

Ensuring web and digital programs align with accessibility, compliance, brand, and data privacy standards

Around 8 - 10 years of experience as an omnichannel manager/program manager/account manager preferably in the pharma or healthcare industry.

Experience in managing digital omnichannel engagement projects in pharma and a strong understanding of web development process.

Experience of working in Project Management tools, familiar in MS office, Excel and Power point.

Strong experience managing web-focused digital programs and customer engagement initiatives

Familiarity with CMS platforms such as Adobe Experience Manager, WordPress, or Drupal

Experience using project management tools such as Jira or Adobe Workfront.

Excellent communication, presentation, and relationship-management skills

Ability to adapt to the onshore and offshore model and working teams within client and agency partners.

Minimum graduation.

Executive client relationship management

Web program management

Customer journey optimization

Digital operations

Data-driven decision making

Agile delivery management