Senior Associate Director, Medical Customer Experience Lead, Mental Health - On-site/Hybrid

Description

This is a Hybrid position, requiring the individual to work on-site at our Ridgefield, CT office 2-3 days per week.  Preference will be given to candidates who are either local or can commute to our Ridgefield, CT office.

The Senior Associate Director, Medical Customer Experience Lead is responsible for orchestrating medical customer experience, campaigns, content strategy and budget that is aligned with the asset strategy. This role leads content strategy activities with the TAs and works with agencies on content development to ensure the creation of clear, concise, consistent content for customers. This includes owning partnerships with agencies and content development budgets for medical content creation for the generation of ethical and scientifically rigorous medical content.

The SR AD, Medical Customer Experience Lead collects and consolidates insights (new and existing) to inform customer experience strategy, campaigns and content. With a deep understanding of strategic campaign management and a collaborative approach, the incumbent works with the therapeutic area and leads a team of Medical Customer Experience Team Members to drive the campaign and tactics forward and ensure the timely and efficient development, execution and measurement of TA specific content.  Having clinical expertise and/or relevant experience within Mental Health, with demonstrated people leadership and customer experience, content strategy, and content development experience is most ideal.

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 companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Duties & Responsibilities

• Collaborates with Director, Customer Experience to drive a customer centric mindset across Medicine integrating customer needs into brand planning.
• Acts as a change agent within Medicine to develop content based on customer needs by delivering the right content in the right format through the right channel at the right time.
• Works closely with Medical Affairs Strategist to develop a content strategy and orchestrate execution through internal and external channels.
• Leads a team that executes and manages the orchestration of TA aligned medical content development initiatives, including cross functional collaboration, HPRC review, educational campaigns and managing agency deliverables.
• Collaborates with Learning & Capability Development and CDMA Process & Quality Leads to define processes, standards, and trainings to build CDMA capabilities in developing systematic, effective, and scientifically rigorous TA specific medical content.
• Oversees the selection and management of external agencies in support of content development and implementation.
• Works with TAs, Customer Engagement Strategists, A&I, GTM, and Medical Insights & Reporting to gather data and define the strategic direction to analyze, track, and improve the orchestration TA specific activities across CDMA.
• Works on digital and content creation initiatives with Medical Affairs Strategists and US / Corporate customer-facing teams.
• Embraces continuous process improvement and shapes the US digital and customer experience for all Medical Customer engagement activities in order to drive innovation.
• Responsible for talent identification, hiring, development and retention, in close alignment with HR, Direct Manager and/or Functional Head.

Requirements

• Bachelor's degree in life sciences required; advanced degree preferred.
• Clinical expertise, and/or relevant experience in the TA of Mental Health within the pharmaceuti