Sr. Director, Omnichannel Enablement

Position Summary:

The Director of Omnichannel Engagement Strategy is responsible for designing and executing an integrated, customer-centric strategy that delivers a seamless and personalized experience across all digital and in-person touchpoints. This role will lead the planning, development, and optimization of engagement journeys for healthcare professionals, patients, and caregivers, ensuring alignment with brand objectives and compliance with regulatory standards. Partnering closely with cross-functional teams across Brand, Field, Medical Affairs, IT, and Analytics, this leader will leverage data, technology, and creativity to orchestrate impactful campaigns, optimize channel performance, and continuously improve customer engagement.

Primary Responsibilities:

Strategy & Planning:

• Omnichannel Strategy: Plan and lead the development and execution of the brand's omnichannel engagement strategy and customer journeys for targeted segments.
• Channel Orchestration: Define the optimal sequencing and mix of channels (e.g., Email, Websites, Mobile Apps, Social Media, Field Sales/MSLs, Direct Mail, Media, SEM/SEO) to deliver the right content to the right customer at the right time.
• Customer Insights: Leverage in-depth understanding of customer behaviors, needs, and preferences to inform and refine engagement strategies.
• Test & Learn: Establish and lead a measurement framework and learning agenda to continuously test, optimize, and iterate on campaign performance and channel effectiveness.

Execution & Enablement:

• Cross-Functional Collaboration: Partner closely with Brand/Medical Affairs, Sales, IT/Technology, Regulatory/Compliance, and Analytics teams to ensure alignment and seamless execution of omnichannel programs.
• Technology Management: Drive the utilization and integration of key platforms (e.g., Salesforce Marketing Cloud, Veeva, Adobe Experience Manager) to enable personalized communication and data capture.
• Content & Creative: Oversee the development of omnichannel marketing briefs and collaborate with creative/media agencies to ensure content is tailored for each channel and customer journey stage.
• Field Force Enablement: Develop tools, training, and processes to enable Field Sales and Medical Science Liaisons (MSLs) to be effective, integrated touchpoints within the overall customer journey.

Compliance & Governance:

• Regulatory Adherence: Ensure all omnichannel activities and content comply with pharmaceutical industry regulations, data privacy laws (e.g., HIPAA), and company policies.
• Data Governance: Understand and execute data capture, privacy, and consent management consistently across all channels.

Education/Experience/Skills:

Bachelor's degree in business, STEM, or other related field. MBA preferred. An equivalent combination of relevant education and applicable job experience may be considered. Minimum of 15 years of relevant progressive experience in the pharmaceutical/medical device industry with a focus in cross functional leadership experience.

Must possess:

• Education: Bachelor's degree required; advanced degree preferred (e.g., MBA, Master's in Digital Marketing).
• Experience: 10+ years of experience in digital marketing, CRM, or omnichannel strategy, with significant experience in the pharmaceutical, biotech, or healthcare industry preferred.
• Technical Proficiency: Proven experience managing omnichannel campaigns and platforms such as Salesforce Marketing Cloud, Veeva CRM/Promotional Channels, or Adobe Experience Manager.
• Strong understanding of data analytics, measurement frameworks, and deriving actionable insights.
• Excellent communication, presentation, and cross-functional leadership skills.
• Proficient project management, attention to detail, and ability to manage multiple projects simultaneously.
• Deep knowledge of the pharmaceutical commercial model and associated regulatory environment.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment and independently from remote locations. Employee must occasionally lift and/or move up to 20 pounds. Ability to travel by car or airplane independently overnight up to 10% of the time and work after hours if required by travel schedule or business issues.

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