Associate Director - Omnichannel Orchestration

Role Summary

Associate Director – Omnichannel Orchestration leads Therapeutic Area (TA) specific customer engagement strategies across paid, earned, owned digital properties, mass marketing channels, peer-to-peer, conventions and field CRM channels. This role designs and orchestrates omnichannel customer experiences, ensures alignment with commercial goals for the TA, and manages a team of Omnichannel Strategists and Specialists to drive continuous improvement and innovation while complying with Legal, Regulatory, and industry standards.

Responsibilities

• Customer Engagement Mapping and Test Planning: conduct comprehensive journey activation mapping across digital, mass media, in-person touchpoints; collaborate with cross-functional teams to gather insights; analyze data; develop touchpoint optimization plans; design A/B testing; monitor performance and iterate based on real-time data.
• Customer Engagement Design & Optimization: develop activation plans across paid, earned, owned digital properties, mass channels, peer-to-peer, conventions, and field CRM; personalize interactions and optimize campaign/channel results.
• Personalization Strategy Development & Optimization: use TA-level data and segmentation to tailor engagement; leverage analytics and machine learning for segmentation and predictive modeling; monitor performance and iterate to maximize impact.
• Strategy Execution: design and develop TA-specific engagement strategies across channels; monitor ROI and outcomes; partner with leadership to set long-term TA strategy and roadmap; lead cross-functional CX projects.
• Leadership & Team Management: lead and develop a team of Strategists and Specialists; set goals, provide guidance and development opportunities; align efforts with CX objectives.
• Stakeholder Engagement & Collaboration: build relationships with internal departments and external partners; coordinate with Brand, Experience Intelligence, Commercial Insights, Experience Operations, Commercial Excellence, Legal/Regulatory, Privacy, and related teams; ensure governance, QA, and compliance.
• Measurement, Optimization & Innovation: analyze market dynamics and engagement metrics; optimize programs for ROI; drive innovative omnichannel approaches aligned with brand/TA objectives.

Qualifications

• A bachelor’s degree or equivalent experience; preferred concentration in Business, Marketing, or related field
• 10+ years of experience including progressively responsible sales/brand management/marketing in pharmaceutical or related industry
• Exceptional experience in campaign development through customer experience orchestration and delivering impactful customer experiences
• Extensive experience across Digital Marketing and technology spaces with fluency across Paid, Earned and Owned channels
• Proven ability to develop, implement and deliver CX solutions in a complex environment
• Strong strategic planning skills with the ability to translate strategy into tactics and execution
• Experience in personalized marketing strategies and compliant engagement across regulatory environments
• Knowledge of pharmaceutical or Life Sciences market dynamics, including Medical, Regulatory, and Clinical processes
• Ability to manage complexity across competing priorities and multiple teams
• Data-driven mindset with strong analytical skills to translate insights into actionable marketing strategies
• Excellent communication and stakeholder management; ability to influence senior management and collaborate cross-functionally
• Experience collaborating with external partners and agencies; leadership with authenticity and servant leadership
• Proven track record of development and coaching in a supervisory role

Education

• Bachelor’s degree or equivalent experience; preferred in Business, Marketing, or related field

Additional Requirements

• Approximately 20-30% overnight travel required