Digital/AI & Omnichannel Senior Lead

Position Purpose:

Lead and be accountable for the development and execution of the company’s omnichannel and AI strategies in Japan, with a strong focus on driving measurable business impact.

This role is responsible for translating business priorities, brand strategy, and customer engagement needs into effective omnichannel and AI initiatives that enhance customer experience, business effectiveness, and organizational capability. Working closely with Commercial, Marketing, Sales, Medical, and other cross-functional stakeholders, as well as partnering with the Digital Lead on operational execution, this position is expected to act as a strategic business partner, change agent, and Japan’s Omnichannel Champion within the affiliate network, contributing to CSL’s broader omnichannel engagement agenda across markets.

Reporting Relationships:

Report: Head of Business Excellence & Operations

Subordinate(s) that report to this role: TBD

Main Responsibilities and Accountabilities:

1. Own and drive omnichannel strategy development and execution

• Lead and be accountable for the development and execution of the overall omnichannel strategy in Japan, aligned with business priorities, brand strategy, and customer engagement objectives
• Develop omnichannel strategies and recommendations based on a strong understanding of the business, market dynamics, customer needs, and brand goals
• Partner with brand teams and cross-functional stakeholders to embed omnichannel approaches into business planning and execution
• Recommend and implement effective channel mix, content strategy, and engagement design to improve customer experience and business impact
• Monitor omnichannel performance through KPI frameworks, analytics, and actionable insights, and optimize strategy and execution based on results

2. Own and drive AI strategy development and business adoption

• Lead and be accountable for the development and execution of the AI adoption and utilization strategy across business functions in Japan
• Identify and prioritize opportunities to apply AI to improve business performance, customer engagement, decision-making, and productivity
• Translate business needs into practical AI use cases and drive implementation in collaboration with relevant stakeholders
• Ensure AI initiatives are business-relevant, value-driven, and aligned with organizational priorities

3. Act as a strategic business partner

• Build a deep understanding of business priorities, customer engagement challenges, market environment, and commercial objectives, and reflect these in strategy development and recommendations
• Proactively provide strategic proposals that connect digital, AI, and omnichannel capabilities to business opportunities and performance improvement
• Challenge existing ways of working where appropriate and recommend more effective approaches to create business value
• Serve as a trusted partner to business leaders by bringing both strategic thinking and practical solutions

4. Drive process, governance, and capability building

• Establish and optimize processes, tools, and governance for omnichannel and AI-related activities in line with business needs, company standards, and applicable regulations
• Ensure appropriate integration of customer-related data, insights, and digital initiatives to support more effective and coordinated engagement
• Build organizational understanding and capability through training, knowledge sharing, and practical guidance on omnichannel and AI topics
• Act as a subject matter expert for local teams and support the organization in increasing digital and AI maturity

5. Collaborate with Digital/AI & Omnichannel Manager, affiliates, and cross-functional stakeholders

• Work in close partnership with Digital/AI & Omnichannel Manager, who is primarily responsible for operational and execution-related digital & AI activities, to ensure strong alignment between strategy and implementation
• Collaborate with Marketing, Sales, Medical, Compliance, IT, Data, and other relevant functions to drive coordinated and effective execution
• Represent Japan as the Omnichannel Champion in the affiliate network, actively participating in collaboration with Omnichannel Champions in other markets
• Contribute to CSL’s broader omnichannel engagement agenda by sharing local insights, best practices, and learnings, and by supporting alignment with global and regional priorities

6. Ensure compliance and responsible implementation

• Be responsible for ensuring that all omnichannel and AI-related activities are conducted in line with internal policies, external regulations, data privacy requirements, and industry standards
• Support the development and implementation of compliant and responsible frameworks for the use of digital tools, customer data, and AI-enabled solutions
• Act as a trusted advisor to stakeholders on compliant, responsible, and effective omnichannel and AI execution

7. Lead change and continuous improvement

• Act as a change leader to advance the organization’s digital, AI, and omnichannel maturity
• Drive continuous improvement in strategies, processes, tools, and capabilities to enhance business impact and adoption
• Foster a culture of innovation, learning, and data-driven decision-making across the organization
• Stay continuously up to date on the latest developments, trends, and emerging capabilities in Digital and AI, and assess, recommend, and introduce solutions that are relevant and valuable for CSL’s business needs

Position Qualifications and Experience Requirements:

Education　Bachelor’s degree or equivalent experience

Experience

- Proven experience in developing and executing omnichannel strategy within a pharmaceutical company is required

- Strong experience in translating business and brand priorities into omnichannel initiatives that drive measurable business impact

- Solid experience in digital marketing, omnichannel engagement, CRM, customer journey design, or related commercial excellence areas

- Experience in leading cross-functional initiatives involving Marketing, Sales, Medical, and other business functions

- Experience in using data, insights, and performance metrics to evaluate impact and optimize strategy and execution

- Experience in digital transformation, process improvement, or adoption of new technologies is strongly preferred

- Experience in AI-related business applications, digital innovation, or technology-enabled transformation is preferred

- Business-level English communication skills are required

Competencies

- Strong business acumen and ability to translate business needs into effective digital, AI, and omnichannel strategies

- Deep understanding of omnichannel strategy and customer engagement in the pharmaceutical industry

- Strategic thinking with a strong focus on business impact and execution accountability

- Strong stakeholder management, communication, and influencing skills

- Strong analytical thinking, problem-solving ability, and data-driven mindset

- Openness to AI, digital innovation, and new technologies, with the ability to apply them in a business-relevant way

- Ability to work collaboratively across functions and in a matrix and international environment

- Strong compliance mindset, sound judgment, and sense of ownership

About CSL Behring

CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives.

CSL Behring operates one of the world’s largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries.

To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor  visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.

Our Benefits

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You Belong at CSL

At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.

 To learn more about inclusion and belonging visit https://w