Director of Omnichannel Strategy

Director of Omnichannel Strategy

FWD People is a full-service strategic marketing agency delivering meaningful and measurable results in the health and non-profit sectors. We take pride in being our clients' trusted strategic partner, staying ahead of the curve, and leveraging our expertise and foresight to help them navigate change and seize opportunities. We approach every challenge with a commitment to innovation, excellence, and empathy, and we seek the same qualities in our leaders. As a fast-growing, senior team, we're excited to welcome more forward-thinking individuals who will help us drive growth, foster positive change within our clients’ industries, and have fun along the way.

As the Director of Omnichannel Strategy, you will lead the development of integrated go-to-market strategies across both our Healthcare and Animal Health divisions. This role goes far beyond digital strategy — you will define how all channels work together (personal, non-personal, digital, field force, content, CRM, media, congresses/tradeshows, and beyond) to create cohesive, high-impact customer experiences. You bring a strong strategic lens, comfort operating in scientific categories, and the ability to translate data, insights, and brand vision into actionable omnichannel roadmaps. Internally, you’ll serve as a thought partner to account, brand strategy, creative, and medical teams; externally, you’ll earn trust quickly with clients by providing clarity, guidance, and forward-looking perspective.

At FWD, we care deeply about our work and the people we work with — we take our no-jerk policy seriously. You’ll thrive here if you bring ownership without ego, a sense of humor, and a love of building teams and brands that matter.

• Lead the development of omnichannel strategies across both Healthcare and Animal Health brands, ensuring cohesive experiences across digital, field, media, CRM, content, and in-person engagement.

• Translate brand, customer, and market insights into omnichannel plans, channel architectures, and high-impact tactical recommendations.

• Partner with account, brand strategy, creative, digital/media, and medical teams to ensure omnichannel thinking is embedded from planning through execution.

• Leverage client-provided field insights and engagement models to ensure personal and non-personal channels work together in a unified customer journey.

• Develop customer journey maps, segmentation frameworks, message architectures, and activation strategies grounded in behavioral insight.

• Guide teams on how to best utilize Veeva, Salesforce, and web ecosystems within the omnichannel architecture—informing CRM strategy, content modularity, and channel orchestration

• Evaluate performance data to optimize channel mix, refine engagement plans, and shape test-and-learn approaches.

• Serve as the omnichannel expert during client workshops, pitches, and planning meetings.

• Provide clarity and partnership to creative teams to ensure content aligns to channel best practices and behavioral intent.

• Build and refine FWD’s omnichannel frameworks, templates, POVs, and best practices.

• Serve as a capability-builder for the agency, helping teams deepen their understanding of channel planning, audience strategy, and integrated engagement.

• Support new business efforts with omnichannel POVs, pitch narratives, and concepting.

• Keep the agency ahead of channel, content, and engagement trends relevant to healthcare and animal health.

• 10+ years of experience in omnichannel, integrated marketing, digital strategy, or engagement strategy within b2b, healthcare, biotech, animal health, or adjacent regulated industries.

• Deep understanding of omnichannel—not just digital—including rep-triggered experiences, CRM, email, paid media, content personalization, web UX, and in-person engagements.

• Strong experience with Veeva, Salesforce, or related CRM/CLM ecosystems preferred.

• Ability to translate data, clinical insight, and market nuance into actionable channel strategies.

• Experience developing customer journeys, segmentation approaches, and tactical plans across multiple audiences.

• Ability to partner closely with content and creative teams to ensure content strategy, messaging, and creative expression are fully integrated into omnichannel journeys and experiences

• Comfort navigating scientific categories and synthesizing complex information.

• Strong partnership skills: able to work fluidly across account, brand strategy creative, analytics, medical, and digital teams.

• Excellent communication and storytelling skills; able to simplify complexity and build client confidence.

• Experience working directly with clients at Director+ levels, ideally in both planning and ongoing strategic counsel.

• A proactive, collaborative mindset and the ability to bring order, clarity, and calm to complexity.

• Curiosity, adaptability, and eagerness to help shape a growing strategy function.

We believe in transparency and respect for your time. Our hiring process is designed to be open, fair, and as straightforward as possible, giving you a clear picture of what to expect while also giving us a chance to get to know you. Here’s how it works:

• Initial Conversation: A friendly chat to learn about your background, goals, and what excites you about this opportunity (and in general).

• In-Depth Interview: A deeper discussion about your skills, experiences, and how you envision contributing to our team.

• Scenario Conversation: A collaborative discussion where we’ll walk through a few real-world scenarios together. This is an opportunity to show us how you think through challenges, make decisions, and approach problem-solving.

• Final Interview: An onsite conversation with some additional folks on our team and leadership to explore how your unique talents align with our mission and values.

We know that interviewing can sometimes feel overwhelming, which is why we’re committed to keeping the process clear and communicative every step of the way. We’re excited to learn more about you and appreciate you taking the time to get to know us!

We are a senior team that champions integrity, adaptability, excellence, and growth. Here, you’ll collaborate with solution-focused colleagues to advance both our clients and our teams.Our office is located in Brooklyn Heights, and we offer a flexible hybrid work schedule.

We value in-person collaboration and connection but also understand the importance of offering the flexibility to work from home.

We are dedicated to creating a diverse, equitable, and inclusive workplace where everyone feels valued and respected. As an equal-opportunity employer, we welcome differences in race, gender, age, sexual orientation, disability, and more. We believe that diversity drives innovation and success, and we are committed to ensuring equal opportunities and fostering a culture of respect and collaboration.

At FWD, we believe in supporting our team both personally and professionally. We offer excellent benefits, including 25 days off per year +16 paid holidays, matching 401(k), medical, dental & vision, paid maternity & paternity leave, home office setup, yearly team retreats, and a comprehensive professional development program including executive coaching and a yearly professional development stipend. As we continue to grow, we enhance our benefits package to meet the needs of our team.

The salary range for this role is $145,000-$180,000. This role is ideally based in NYC (Brooklyn) with a flexible hybrid work schedule.