Senior Director, Digital Customer Engagement

Role Summary

Senior Director, Digital Customer Engagement responsible for leading North America’s Digital Customer Engagement team and delivering frictionless and outstanding customer experiences via digital channels for HCPs and patients. Reports to the Executive Director, North America Commercial Operations.

Responsibilities

• Establish the North America commercial digital strategy to complement Business Unit customer facing strategies; collaborate with Engagement Leads, Heads of Marketing & Sales, and cross-functional stakeholders to translate HCP and patient strategies into brand objectives
• Identify digital capabilities gaps and develop a long-range capabilities roadmap to meet emerging business objectives
• Lead a team of digital operators and vendor partners to deliver non-personal promotion tactics efficiently and under budget; partner with digital analysts to provide strategic recommendations and KPI/tactical performance analysis
• Lead the development and evolution of a digital operating model to ensure efficient operations across internal and external stakeholders (content transformation, campaign operations across web and email, roadmap for digital engagement capabilities)
• Lead identification and evaluation of digital health opportunities to support business objectives; provide thought leadership and best practice advocacy to North America Commercial colleagues
• Execute business plans for specifically assigned projects

Qualifications

• Demonstrated progression of responsibility and leadership in change management within a matrix organization
• Excellence in developing commercial digital strategy and tactical implementation, project planning, technology implementation, and communication
• Excellence in HCP and patient marketing in a life sciences organization
• Ability to develop solutions to complex problems with creativity and innovation
• Ability to use artificial intelligence to advance key business objectives
• Proven ability to meet deadlines on multiple projects
• Strong understanding of the legal and regulatory environment
• Effective verbal and written communication skills to negotiate internally/externally at higher levels
• Ability to navigate a fast-paced environment
• Ability to lead a highly innovative team transforming outcomes for people with serious diseases and their families

Education

• Bachelor's degree in marketing, business, or science
• MBA preferred
• 12 years of pharmaceutical/biotechnology experience with omnichannel/digital programs and 5 years of supervisory/management experience, or equivalent