Associate Director – Patient CRM & Omnichannel Engagement Lead

Role Summary

Associate Director, Patient CRM & Omnichannel Engagement Lead is a pivotal role responsible for defining and executing the company’s global patient engagement digital capabilities within the Global Digital Center of Excellence. This business-facing role will set the strategy, roadmap, and execution plan for digital capabilities for patient engagement that power high-impact, compliant, and personalized interactions with patients across the full journey. The leader will oversee the development and governance of patient CRM capabilities, primarily Salesforce Health Cloud, as well as patient omnichannel planning, execution & measurement activities, partnering with global and regional teams to translate objectives into scalable digital solutions that drive engagement, adherence, and outcomes.

Responsibilities

• Drive the strategic development, roadmap and delivery of patient CRM and patient omnichannel capabilities using Salesforce Health Cloud.
• Serve as the global product owner for patient-facing CRM tools, including design, enhancements, configuration, data flows, connections, and lifecycle governance.
• Ensure capabilities and processes are compliant, scalable, and aligned with regulatory requirements and privacy policies.
• Co-create omnichannel engagement strategies with Patient Services, Brand, and Market Access teams to deliver timely, relevant, and compliant messaging across channels.
• Translate patient journey insights into omnichannel touchpoint design and integrated campaign planning.
• Collaborate with field teams and other stakeholders to align CRM and omnichannel strategies with real-world needs and workflows.
• Create scalable global patient omnichannel and engagement frameworks for Business Units and regional teams.
• Work with Business Units, Markets, and cross-functional partners to enable omnichannel strategies that meet patient and business needs.
• Collaborate with IT on enterprise integration, data security, and system alignment; liaise with Privacy, Legal, and Compliance to embed standards.
• Define KPIs for patient engagement programs and develop measurement frameworks to assess performance and impact.
• Partner with Digital enablement teams to design patient-level insights, segmentation strategies, and optimize omnichannel efforts.
• Implement intelligent alerts and data triggers for timely, personalized interactions.
• Define and maintain global standards, operating models, and best practices for patient CRM and omnichannel execution.
• Lead change management and capability-building across markets and functions; manage agency and vendor relationships related to Patient CRM and omnichannel platforms.
• Ensure all patient engagement capabilities meet governance standards and regulatory requirements.

Qualifications

• Bachelor's degree in Life Sciences, Business, Marketing, or related field; advanced degree preferred.
• 8+ years of experience in patient CRM, digital marketing, DTC & omnichannel engagement in the pharmaceutical or biotech industry.
• Hands-on experience with Salesforce Health Cloud or equivalent patient CRM platforms.
• Strong understanding of patient services and hub processes; rare disease pharma digital experience desirable.
• Proven success managing omnichannel engagement programs from strategic planning to execution; cross-functional collaboration with Commercial, Patient Services, Medical Affairs, and Compliance.
• Knowledge of data privacy and regulatory considerations in patient-facing programs; familiarity with marketing automation and journey orchestration tools.
• Excellent communication, project management, and stakeholder engagement skills; ability to influence across business and IT.
• Proven leadership in motivating teams and leading cross-functional projects in a fast-paced environment; vendor management experience.

Skills

• Salesforce Health Cloud
• Omnichannel campaign planning and execution
• Patient services and hub operations
• Regulatory compliance and data privacy (HIPAA, GDPR)
• Digital analytics and insights, segmentation
• Change management and stakeholder management

Education

• Bachelor's degree in Life Sciences, Business, Marketing, or related field; advanced degree preferred.

Additional Requirements

• No additional requirements beyond those stated in responsibilities and qualifications.