B2B eCommerce Operations Associate Director

The Associate Director, eCommerce Modernization is a critical member of the Vaccines eCommerce team. This position will play a key role in overseeing operations and maintenance of our core B2B eCommerce platforms for Vaccines in North America. This is a highly cross-functional role which requires technical expertise, project management and strong collaboration skills.

The responsibilities for the role are as follows:

Technology and Platform Management:

• Oversee day-to-day site operations of core eCommerce platforms, optimizing for efficiencies across the team.

• Manage product lifecycle and maintain product lifecycle, including new product launches, site updates and marketing campaign executions.

• Own seasonal planning and setup of vaccine product reservations, ensuring accurate configurations of availability windows, logic and context.

• Contribute to the development, deployment, and optimization of new eCommerce features, solutions, and services, ensuring scalability, security, and compliance with industry standards.

• Collaborate with Digital team to integrate advanced technologies, such as AI, predictive analytics, and automation, into the B2B eCommerce ecosystem.

• Oversee testing processes for new features, capabilities and site enhancements launched.

• Investigate customer escalations in close partnership with Customer Service team, identify recurring issues, propose and prioritize necessary resolutions.

• Partner with Marketing and Brand teams to implement and execute SEO strategies to further drive business goals.

• Contribute as a member of the Agile Team responsible for defining user stories, user testing, and prioritizing the team backlog.

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  Commercial Operations Support:

  Support comprehensive B2B eCommerce strategy to accelerate growth and customer engagement across global markets.

  Define research methods, including KPIs and analytical benchmarks, to gain insights on customer needs and behaviors.

  Build and maintain relationships with external agencies, such as research firms, to lead projects to further inform our eCommerce team strategy. Contribute to defining and creating briefs for research needs to inject innovation and competitive intelligence to inform team strategy.

  Maintain state of the industry knowledge for digital marketing trends, tools, platforms, etc., and bring new ideas for consideration.

   

  Strategic Leadership and Cross-Functional Collaboration:

• Maintain state of the industry knowledge for digital marketing trends, tools, platforms, etc., and bring new ideas for consideration.

• Lead project management initiatives across multiple, simultaneous initiatives, working in close collaboration with our Digital ITS partners, brand teams, marketing, sales, etc., building strong partnerships across BUs to ensure input and support.

• Support business in standardization of Digital practices and implementation.

• Maintain a thorough understanding of brand strategies and tactical requirements.

• Leverage data-driven insights to continuously improve the platform’s functionality and user experience.

• Build strong relationships with key customers and internal cross-functional partners to understand needs and adapt the eCommerce approach accordingly.

About you

Qualifications

• Bachelor’s degree in Business, Marketing, eCommerce, or related field.

• A minimum of 8 years of experience in pharmaceutical and eCommerce roles, Vaccines industry experience strongly preferred.

• Experience managing content, product setup, and promotions in B2B eCommerce environment required.

• Hands-on experience with SAP Commerce Cloud (Hybris) required, especially in product catalog & content management.

• Experience coordinating cross-functional technical testing processes, including SIT and UAT required.

• Familiarity with CMS platforms (e.g., SmartEdit or other headless CMS tools) is a plus.

• In-depth knowledge of eCommerce technologies and customer experience best practices.

• Demonstrated ability to partner with Digital, Brand, Sales, Customer Services teams to deliver results and bring forward solutions.

• Excellent verbal and written communication skills, including ability to interact with senior management and exte