Associate Director, Customer Experience Marketing
Alkermes, Inc., Waltham, Massachusetts, United States, 02254
The Associate Director, Customer Experience Marketing is a strategic, detailoriented crossfunctional 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 futurestate 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.
Responsibilities
MarTech Integration & Enablement
Serve as liaison between Marketing Technology sponsors and business stakeholders to align on current and futurestate 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 bestpractice methodologies and governance frameworks
Strategic & Stakeholder Alignment
Align initiatives with Customer Experience Marketing longrange planning and strategic priorities, ensuring transparency and shared understanding across teams
Connect crossfunctional 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
Qualifications
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 #LI-TT1 #LI-hybrid About Us
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 recognized as a Best Place to Work in BioPharma by Fortune Magazine.
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.
PDN-a127456b-d91d-43c0-83d6-bb854f245bfd
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 #LI-TT1 #LI-hybrid About Us
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 recognized as a Best Place to Work in BioPharma by Fortune Magazine.
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.
PDN-a127456b-d91d-43c0-83d6-bb854f245bfd