Director, Customer Experience Marketer Job at Alkermes in Boston

Director, Talent Acquisition – Commercial and TA Systems at Alkermes

Job Description

The Customer Experience Marketer is a strategic partner to the Brand Marketing team, responsible for defining the customer experience strategy and designing tactical omnichannel marketing plans across multiple audiences, including healthcare professionals (HCPs) and consumers. This role combines a deep understanding of omnichannel marketing with strong cross‑functional collaboration skills to design and optimize data‑driven, insight‑led customer experiences that align with brand strategy and drive business growth. This role will also be responsible for advancing omnichannel orchestration capabilities across the organization by leading cross‑functional initiatives and educating stakeholders on tools and best practices.

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

Responsibilities

• Establish trust and credibility with Brand Marketing as a data‑driven customer experience expert that aligns customer experience strategy with brand goals
• Translate customer insights into actionable engagement strategies and channel‑mix recommendations that maximize impact
• Collaboratively design customer experience maps for customer segments that align the right content with the right channels based on customer needs and brand strategies
• Develop detailed cross‑channel tactical marketing plans including campaign design, business rules, measurement strategy, and metadata requirements to support analytics
• Collaborate with stakeholders across Marketing, Data Analytics & Insights, Sales, and partners (agencies, media, third‑party program partners, etc.) to drive aligned channel execution
• Define success measures for omnichannel campaigns and monitor performance against objectives while in‑flight and retrospectively
• Partner with Data Analytics & Insights to evaluate business impact, uncover insights, drive continuous optimization, and inform ongoing customer experience refinement
• Advance the evolution of cross‑brand omnichannel orchestration capabilities by identifying new opportunities, leading cross‑functional working groups, and driving adoption
• Educate and enable brand teams and other stakeholders on omnichannel capabilities, engagement frameworks, and best practices
• Capture and document best practices to foster knowledge sharing and continuous improvement in omnichannel customer experience

Skills & Abilities

• Strong organizational skills with the ability to work on multiple projects simultaneously
• Demonstrated ability to lead, advocate, influence, and collaborate across various functions, levels, and external partners
• Strong business acumen, with a working knowledge of data, technology, marketing, and commercial strategy
• Excellent communication, presentation, and interpersonal skills with the ability to simplify complex concepts for diverse audiences

Qualifications

Minimum Education & Experience Requirements

• Bachelor’s degree required; advanced degree preferred (e.g., in Marketing, Analytics, Information Systems, or related fields)
• 12+ years of professional marketing or related experience

Preferred Skills And Knowledge Qualifications

• Solid understanding of regulatory and compliance related concepts that govern biopharmaceutical commercial activities, or similar experience from other regulated industries
• Experience with marketing in complex, multi‑stakeholder environments (B2B, account‑based, etc.)
• Familiarity with pharmaceutical industry best practices and evolving trends in omnichannel customer experience

Travel Requirements

Overnight travel

Compensation

The annual base salary for this position ranges from $170k to $195k. In addition, this position is eligible for an annual performance pay bonus.

About Alkermes

Alkermes applies its deep neuroscience expertise to develop medicines designed to help people living with complex and difficult‑to‑treat psychiatric and neurological disorders. A fully‑integrated, global biopharmaceutical company, headquartered in Ireland with U.S. locations in Massachusetts and Ohio, we are committed to pursuing great science, driven by deep compassion to make a real impact in the lives of patients. Alkermes has a portfolio of proprietary commercial products for the treatment of alcohol dependence, opioid dependence, schizophrenia and bipolar I disorder, and a pipeline of clinical and preclinical candidates in development for various neurological disorders, including narcolepsy. Beyond our important mission of developing medicines to address unmet patient needs, we actively seek to foster a culture of diversity, inclusion and belonging throughout our business. We strive to ensure that all voices are respected and valued, recognizing that our diversity of thought, background and perspective makes us stronger. We are proud to have been recognized as an employer of choice by many national organizations, including being certified as a Great Place to Work in the U.S. in 2024, honored as a Healthiest Employer in both Ohio and Massachusetts in 2023, a Best Place for Working Parents in 2023, and to have received the Bell Seal at the Platinum level for Workplace Mental Health by Mental Health America for three consecutive years (2021-2023).

EEO Statement

Alkermes, Inc. is an equal employment opportunity employer and does not discriminate against any qualified applicant or employee because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service or any other characteristic protected by local, state or federal law. Alkermes also complies with all work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Alkermes is an E‑Verify employer.