Associate Director, Customer Experience Marketing

The Associate Director, Customer Experience Marketing is a strategic, detail‑oriented cross‑functional connector responsible for driving efficiency, consistency, and performance across Customer Experience Marketing. This role enables seamless execution by optimizing processes, aligning MarTech capabilities with business needs, and ensuring that customer experience initiatives operate with clarity, governance, and measurable impact. The leader partners closely with Marketing, Operations, IT, Data & Analytics, Compliance, and external vendors to support present and future‑state customer experience maturity.

Alkermes has adopted a hybrid working environment to support and meet the needs of employees and this role will operate in a flexible environment with 60% of time in the office and 40% from home.

MarTech Integration & Enablement

• Serve as liaison between Marketing Technology sponsors and business stakeholders to align on current and future‑state capabilities, integrations, and roadmaps
• Support evaluation, onboarding, adoption, and governance of marketing tools and platforms that enhance customer experience and operational agility
• Manage user access, licenses, and permissions across the MarTech stack

Operational Process Optimization

• Identify, design, and implement scalable processes to improve marketing execution, campaign delivery, and customer engagement outcomes
• Lead continuous improvement efforts leveraging best‑practice methodologies and governance frameworks

Strategic & Stakeholder Alignment

• Align initiatives with Customer Experience Marketing long‑range planning and strategic priorities, ensuring transparency and shared understanding across teams
• Connect cross‑functional partners to ensure effective workflow integration across Operations, Marketing, IT, and external vendors

Change Management, Governance & Best Practices

• Lead change management efforts related to MarTech adoption, process evolution, and capability scaling, providing documentation and training to support user enablement
• Establish, maintain, and socialize governance frameworks that ensure consistency, compliance, and operational excellence across commercial channels

Training, Onboarding & Content Enablement

• Deliver onboarding and ongoing training for internal users and agency partners to drive adoption and effective use of customer experience and MarTech capabilities
• Support digital content development, deployment, and performance workflows to ensure efficient and consistent execution

Performance Monitoring & Insights

• Define and track KPIs tied to operational efficiency, tool utilization, process performance, and customer experience impact; recommend improvements based on insights

Minimum Education & Experience Requirements:

• Bachelor’s degree required; advanced degree preferred

• 10+ years’ experience in omnichannel marketing or operations

Preferred Skills and Qualifications: 

• Strong leadership
• Solid business acumen
• Continuous improvement and/or change management skills
• Ability to influence without authority and interact with all levels of internal and external personnel
• Strong communication and presentation skills
• High degree of digital technology acumen

The annual base salary for this position ranges from $175k to $195k. In addition, this position is eligible for an annual performance pay bonus.  Exact compensation may vary based on skills, training, knowledge, and experience. Alkermes offers a competitive benefits package.  Additional details can be found on our careers website: www.alkermes.com/careers#working-here  

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Why join Team Alkermes?

Alkermes applies its decades of deep neuroscience expertise to develop medicines designed to help people living with complex and difficult-to-treat psychiatric and neurological disorders. A global biopharmaceutical company, headquartered in Ireland with U.S. locations in Massachusetts and Ohio, we seek to make a meaningful difference in the way people manage their diseases. We have a portfolio of proprietary commercial products for the treatment of alcohol dependence, opioid dependence, schizophrenia, bipolar I disorder and narcolepsy, and a pipeline of clinical and preclinical candidates in development for various psychiatric and neurological disorders.

We are proud to have been recognized as an employer of choice by many national organizations. In 2024 and 2025, we were certified as a Great Place to Work in the U.S. and named one of Massachusetts’ Top Places to Work by the Boston Globe, a Best Place to Work in Greater Cincinnati by the Cincinnati Business Courier and recog