Executive Director, Customer Engagement Orchestration

Job Description

The Executive Director, Customer Engagement Orchestration will play a pivotal role in driving and managing the strategic direction and execution of omnichannel customer engagement initiatives within the US Market. Reporting to the Associate Vice President, Market Operations, this leader will be responsible for orchestrating the omnichannel, enabling customer experiences, and optimizing engagement strategies across all digital and traditional channels. The role requires collaboration with various departments, including Marketing, IT, and across Commercial Excellence & Innovation, to ensure seamless and effective customer interactions.

Primary Responsibilities:

• Lead and Oversee Customer Engagement Orchestration Strategy & Execution: Develop and execute the US Market Customer Engagement Orchestration Strategy, focusing on the central development of a US Omnichannel related activation capabilities.

• Omnichannel Product Management: Develop and implement the omnichannel product strategy to enhance customer engagement.

• Campaign Execution: Enable the execution of omnichannel campaigns, ensuring consistency and integration across all therapeutic areas and channels.

• Platform Management: Manage customer engagement platforms, including orchestration engines, customer data platforms, and marketing automation tools.

• Data Integrity and Compliance: Ensure data integrity and compliance with regulatory requirements in all customer engagement activities.

• Web Operations: Oversee the management and optimization of our company's web presence within the US, ensuring user-friendly and accessible platforms.

• Collaboration: Partner with various teams, including US Market Strategy, Field Experience, Compliance, IT, Digital Data and Analytics, and the broader Commercial Excellence and Innovation organization, to enable market and brand strategies.

• Customer Centricity: Champion company values and ways of working by bringing together connected capabilities around the needs of the customer.

Key Competencies:

• Strategic Vision: Ability to develop and implement long-term strategies that align with business objectives and enhance customer engagement.

• Leadership: Strong leadership skills to guide cross-functional teams and drive initiatives forward.

• Technical Proficiency: Understanding of digital marketing tools, CRM and orchestration systems, web technologies, and analytics platforms. Experience with MarTech/AdTech stacks.

• Marketing Proficiency: Deep understanding of customer journeys, segmentation and personalized engagement, including their orchestration across all channels and platforms.

• Program Management: Excellent program management skills to oversee multiple initiatives and ensure timely delivery.

• Data-Driven Decision Making: Ability to analyze data, interpret insights, and make data-driven decisions.

• Communication: Strong verbal and written communication skills to effectively convey strategies, plans, and results to stakeholders.

• Adaptability and Agility: Ability to thrive in a fast-paced, dynamic environment and manage changing priorities.

• Interpersonal Skills: Strong interpersonal skills to work effectively with diverse teams and stakeholders.

Education:

• Required: Bachelor’s Degree

• Preferred: MBA or Master’s Degree

Required Experience and Skills:

• Minimum of 10 years of increasing responsibility in marketing, omnichannel, sales, and/or digital experience in the biopharmaceutical industry, or a combination of relevant experience.

• Demonstrated experience in leading customer engagement orchestration and digital transformation projects from creation to delivery.

• Proven ability to create a shared vision and inspire collaboration across key stakeholders, while confidently driving change.

• Strong program management leadership skills, including the ability to coordinate and balance multiple projects across many stakeholders, while meeting deadlines and driving impact.

• Demonstrated leadership success in building, leading, developing, and inspiring a multi-level organization of medium/large size.

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