Associate Director – Patient CRM & Omnichannel Engagement Lead

Associate Director, Patient CRM & Omnichannel Engagement Lead

Key Responsibilities:
- Define and execute the global patient engagement digital strategy, roadmap, and execution plan.
- Drive development, roadmap, and delivery of patient CRM and patient omnichannel capabilities using Salesforce Health Cloud.
- Serve as global product owner for patient-facing CRM tools (design, enhancements, configuration, data flows/connections, lifecycle governance; including administration).
- Ensure patient engagement capabilities are compliant, scalable, and aligned with regional/local regulations and privacy policies (e.g., HIPAA, GDPR).
- Co-create omnichannel engagement strategies with Patient Services, Brand, and Market Access teams; deliver timely, relevant, compliant messaging across email, SMS, portals, call center, digital hubs, etc.
- Translate patient journey insights into touchpoint design and integrated campaign planning.
- Collaborate with field and patient services stakeholders to align CRM/omnichannel strategies with real-world needs and workflows.
- Create scalable global omnichannel frameworks for Business Units and regional localization.
- Partner with IT on enterprise integration, data security, and system alignment.
- Liaise with Global Privacy, Legal, and Compliance; embed standards and review processes.
- Define KPIs and develop measurement frameworks for performance, adoption, and impact.
- Implement alerts/data triggers for timely, personalized interactions.
- Define and maintain global standards, operating models, and best practices.
- Lead change management and capability-building for adoption and consistent execution.
- Manage agency/vendor relationships for CRM, omnichannel platforms, and campaign support.
- Partner with Compliance/Legal/Program Management/Regulatory Affairs to ensure governance and regulatory compliance, including AI-enabled tools.

Qualifications:
- Bachelor’s degree in Life Sciences, Business, Marketing, or related field; advanced degree preferred.
- 8+ years in patient CRM, digital marketing, DTC & omnichannel engagement (pharma/biotech).
- Deep hands-on experience with Salesforce Health Cloud (or equivalent patient CRM).
- Deep understanding of patient services and hub processes.
- Rare disease experience in pharma digital/marketing preferred.
- Demonstrated success managing omnichannel programs from strategy to execution.
- Experience working with/in Patient Services; driving patient engagements, support programs, and DTC campaign management/digital insights.
- Cross-functional experience with Commercial, Patient Services, Medical Affairs, and Compliance.
- Strong data privacy and regulatory understanding for patient-facing programs.
- Familiarity with marketing automation, journey orchestration, and digital analytics (Salesforce Healthcloud).
- Excellent communication, project management, and stakeholder engagement skills.
- Ability to synthesize complex processes into scalable frameworks and drive organizational change.
- Leadership skills; ability to lead cross-functional projects end-to-end in a fast-paced environment.
- Vendor management experience (evaluation/selection, due diligence, contracting, performance management).