Senior Director, Digital Customer Engagement

Role Summary

Senior Director, Digital Customer Engagement leading North America’s Digital Customer Engagement team. Partners with Business Unit leaders and cross-functional stakeholders to implement frictionless and outstanding customer experiences via websites, email, and other digital channels reaching 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. Collaborates closely with department peers, Business Unit leaders, and cross-functional stakeholders to translate HCP and patient strategies to drive brand utilization and other brand objectives.
• Identify key digital capabilities gaps, 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 multiple internal and external stakeholders (content transformation, campaign operations across web, email, and evolving digital engagement capabilities).
• Lead the commercial organization‚Äôs 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 leading change management programs in a matrix organization.
• Demonstrated excellence in developing commercial digital strategy and tactical implementation, project planning, technology implementation, and communication.
• Demonstrated excellence in HCP and patient marketing in a life sciences organization.
• Demonstrated ability to develop solutions to complex problems with creativity and innovation.
• Demonstrated ability in the use of 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 manage and lead a highly innovative team aimed at transforming the lives of people with serious diseases, their families and society.

Education

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