SR AD, Omnichannel

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the company’s success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim’s high regard for our employees.

The Senior Associate Director, Omnichannel Strategy & Customer Experience Innovation leads the development, execution and optimization of omnichannel engagement strategies across the U.S. Animal Health business. This role turns brand, species and customer strategies into coordinated, compliant and measurable experiences across digital, field, retail, event and partner touchpoints.

This role strengthens how veterinarians, pet owners, producers, retailers and partners experience Boehringer Ingelheim Animal Health across the full customer journey. It works across Marketing, Sales, Retail, Customer Facing Excellence, Analytics, Data Management, IT, global teams and external partners to ensure engagement is integrated, customer-centered, commercially relevant and continuously improving.

In addition to omnichannel strategy, journey orchestration and coordinated activation, this role helps shape the future of customer engagement by identifying experience improvements, testing new models, applying emerging capabilities and supporting more integrated, agile ways of working.

Help Shape Omnichannel Engagement and Customer Experience in Animal 

Veterinarians, pet owners, producers, retail partners and other customers increasingly expect relevant, seamless and meaningful engagement. Boehringer Ingelheim Animal Health is evolving from channel-based execution toward a connected omnichannel ecosystem, where marketing, sales, retail, digital, event and service touchpoints work together to create a stronger customer experience.

Within Commercial Excellence, this role helps define and operationalize engagement across the ecosystem. It partners with Marketing and cross-functional teams to translate business priorities, brand strategies, customer insights and behavioral signals into coordinated journeys, channel plans, engagement approaches and practical innovation opportunities.

The ideal candidate understands how marketing, data, technology, content, channels and insights come together to create relevant, measurable experiences. They can influence across a matrixed organization, partner with brand teams and help teams adopt more integrated ways of working.

This person moves fluidly between strategy, execution and innovation, connecting business priorities with omnichannel activation and customer experience evolution. They are comfortable identifying opportunities, aligning stakeholders, testing new approaches and turning learnings into scalable strategies.

Why this role matters

Veterinary professionals and partners increasingly expect relevant, seamless and meaningful engagement. Delivering this requires continuous experimentation, learning and evolution. This role helps Boehringer Ingelheim Animal Health stay at the forefront of customer experience innovation.

Duties & Responsibilities

• Omnichannel Customer Engagement Strategy: Develop and operationalize omnichannel strategies across companion animal, equine and livestock businesses. Partner with Marketing and cross-functional teams to align engagement with customer needs, commercial priorities, brand objectives and measurable outcomes
• Customer Experience Innovation: Identify opportunities to improve customer experiences across digital, commercial, field, retail and service touchpoints. Help teams address friction, unmet needs and opportunities for more relevant, intuitive and connected experiences
• Customer Journey Orchestration: Design, coordinate and optimize journeys across marketing, sales, retail, events and digital environments. Ensure engagement plans support the full customer journey rather than isolated channel activities
• Strategy-to-Execution Translation: Translate brand strategies, campaign objectives, customer insights and business priorities into actionable omnichannel plans, including channel roles, content, data, audience segmentation, timing, measurement and operational needs
• New Engagement Models and Touchpoints: Explore practical new engagement models across digital, com