Senior Associate Director, Customer Experience & Omnichannel Innovation
Boehringer Ingelheim, Duluth, GA, United States
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 companies' 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 SR AD, Omnichannel will lead the execution and ongoing optimization of omnichannel initiatives, translating omnichannel strategy into coordinated, compliant, measurable activation with focus on delivery excellence, field enablement, and adoption.
Reimagine the future of customer engagement in Animal Health, help design how veterinarians, pets owners and partners experience interactions with one of the world’s leading animal health companies across species and across the customer journey
Experiment with new engagement models and technologies, explore emerging channels, digital touchpoints and innovative ways to engage veterinary professionals, customers and partners
Turn ideas into real commercial innovation, work with marketing, sales, retail and analytics teams to test, learn and scale new customer engagement approaches across the ecosystem
Help shape the future of engagement in Animal Health Veterinarians, partners and pet owners increasingly expect seamless, personalized and meaningful experiences with the companies they trust. At Boehringer Ingelheim Animal Health, we are evolving how we engage with customers across species, channels and the full customer journey.
Within our Commercial Excellence organization, this role will help shape the future of customer experience and engagement innovation, exploring new technologies, channels and interaction models that strengthen our relationships with veterinarians, partners and customers. Our ambition is not simply to adopt new technologies, but to continuously improve how customers experience our company across every interaction.
The Senior Associate Director, Customer Experience & Omnichannel Innovation plays a key role in shaping how customer engagement evolves across the U.S. animal health ecosystem. This role focuses on identifying, testing and scaling new engagement models that enhance the customer experience across marketing, sales, retail and digital interactions.
By combining customer insights, experimentation frameworks and emerging engagement technologies, this role helps the organization:
Improve customer experience across touchpoints
Test and scale innovative engagement approaches
Accelerate learning and innovation in customer engagement
The role works closely with local and global teams including:
Marketing
Sales and Customer Facing Excellence
Retail and commercial partners
Global commercial & IT teams
Also key Commercial Excellence capabilities including:
Data Management & Reporting
Analytics & Insights
Customer Facing Excellence
Marketing technology capabilities supporting engagement are delivered through external partners, agencies and international hubs, and this role helps explore how these capabilities can enable new engagement models.
Duties & Responsibilities Customer experience innovation across species Identify opportunities to improve how veterinarians, partners and customers experience interactions with the company across companion animal, equine and livestock businesses.
New engagement models and touchpoints Explore emerging channels, technologies and interaction models that enhance engagement across digital, commercial and hybrid touchpoints.
Customer journey innovation Design and test new ways to improve the customer journey across marketing, sales, retail and digital engagement environments.
Experimentation and agile engagement Lead test-and-learn initiatives, experimentation frameworks and pilot programs that explore new engagement approaches before scaling them across the organization
Martech-enabled Experience Innovation Collaborate with agencies, technology partners and international hubs to test new capabilities enabled by marketing technology platforms and engagement tools.
Insight-driven innovation Leverage customer insights, analytics and behavioral signals to identify opportunities for improving engagement and customer experience.
Change leadership Support the organization in adopting new engagement approaches by influencing stakeholders and introducing new ways of thinking about customer experience.
Who We Are Looking For We are looking for a senior leader with a strong customer mindset and passion for innovation in engagement and experience design. The ideal candidate combines curiosity, experimentation and commercial understanding, and is comfortable translating new ideas into practical business applications.
Experience in areas such as:
Customer experience strategy
Omnichannel engagement innovation
Experimentation and agile test-and-learn approaches
Customer journey design
Digital engagement and emerging interaction models
Candidates often come from industries such as:
Animal health or veterinary ecosystems
Healthcare or life sciences
Digital commerce platforms
Consumer experience and engagement technology companies
Why this role matters Veterinary professionals and partners increasingly expect engagement that is relevant, seamless and meaningful. Delivering these experiences requires organizations to continuously experiment, learn and evolve how they engage with customers. This role helps Boehringer Ingelheim Animal Health stay at the forefront of customer experience innovation in Animal Health.
Requirements
Bachelor’s degree required
Advanced degree preferred
10+ years relevant experience
Execution leadership
Analytical mindset
Stakeholder management
Adaptability
Communication
High learning agility
Resilience in a fast-paced environment
Eligibility Requirements
Must be legally authorized to work in the United States without restriction
Must be willing to take a drug test and post-offer physical (if required)
Must be 18 years of age or older
AHCE26
Our Company Why Boehringer Ingelheim? With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.
Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.
Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.
Want to learn more? Visit https://www.boehringer-ingelheim.com
#J-18808-Ljbffr
The SR AD, Omnichannel will lead the execution and ongoing optimization of omnichannel initiatives, translating omnichannel strategy into coordinated, compliant, measurable activation with focus on delivery excellence, field enablement, and adoption.
Reimagine the future of customer engagement in Animal Health, help design how veterinarians, pets owners and partners experience interactions with one of the world’s leading animal health companies across species and across the customer journey
Experiment with new engagement models and technologies, explore emerging channels, digital touchpoints and innovative ways to engage veterinary professionals, customers and partners
Turn ideas into real commercial innovation, work with marketing, sales, retail and analytics teams to test, learn and scale new customer engagement approaches across the ecosystem
Help shape the future of engagement in Animal Health Veterinarians, partners and pet owners increasingly expect seamless, personalized and meaningful experiences with the companies they trust. At Boehringer Ingelheim Animal Health, we are evolving how we engage with customers across species, channels and the full customer journey.
Within our Commercial Excellence organization, this role will help shape the future of customer experience and engagement innovation, exploring new technologies, channels and interaction models that strengthen our relationships with veterinarians, partners and customers. Our ambition is not simply to adopt new technologies, but to continuously improve how customers experience our company across every interaction.
The Senior Associate Director, Customer Experience & Omnichannel Innovation plays a key role in shaping how customer engagement evolves across the U.S. animal health ecosystem. This role focuses on identifying, testing and scaling new engagement models that enhance the customer experience across marketing, sales, retail and digital interactions.
By combining customer insights, experimentation frameworks and emerging engagement technologies, this role helps the organization:
Improve customer experience across touchpoints
Test and scale innovative engagement approaches
Accelerate learning and innovation in customer engagement
The role works closely with local and global teams including:
Marketing
Sales and Customer Facing Excellence
Retail and commercial partners
Global commercial & IT teams
Also key Commercial Excellence capabilities including:
Data Management & Reporting
Analytics & Insights
Customer Facing Excellence
Marketing technology capabilities supporting engagement are delivered through external partners, agencies and international hubs, and this role helps explore how these capabilities can enable new engagement models.
Duties & Responsibilities Customer experience innovation across species Identify opportunities to improve how veterinarians, partners and customers experience interactions with the company across companion animal, equine and livestock businesses.
New engagement models and touchpoints Explore emerging channels, technologies and interaction models that enhance engagement across digital, commercial and hybrid touchpoints.
Customer journey innovation Design and test new ways to improve the customer journey across marketing, sales, retail and digital engagement environments.
Experimentation and agile engagement Lead test-and-learn initiatives, experimentation frameworks and pilot programs that explore new engagement approaches before scaling them across the organization
Martech-enabled Experience Innovation Collaborate with agencies, technology partners and international hubs to test new capabilities enabled by marketing technology platforms and engagement tools.
Insight-driven innovation Leverage customer insights, analytics and behavioral signals to identify opportunities for improving engagement and customer experience.
Change leadership Support the organization in adopting new engagement approaches by influencing stakeholders and introducing new ways of thinking about customer experience.
Who We Are Looking For We are looking for a senior leader with a strong customer mindset and passion for innovation in engagement and experience design. The ideal candidate combines curiosity, experimentation and commercial understanding, and is comfortable translating new ideas into practical business applications.
Experience in areas such as:
Customer experience strategy
Omnichannel engagement innovation
Experimentation and agile test-and-learn approaches
Customer journey design
Digital engagement and emerging interaction models
Candidates often come from industries such as:
Animal health or veterinary ecosystems
Healthcare or life sciences
Digital commerce platforms
Consumer experience and engagement technology companies
Why this role matters Veterinary professionals and partners increasingly expect engagement that is relevant, seamless and meaningful. Delivering these experiences requires organizations to continuously experiment, learn and evolve how they engage with customers. This role helps Boehringer Ingelheim Animal Health stay at the forefront of customer experience innovation in Animal Health.
Requirements
Bachelor’s degree required
Advanced degree preferred
10+ years relevant experience
Execution leadership
Analytical mindset
Stakeholder management
Adaptability
Communication
High learning agility
Resilience in a fast-paced environment
Eligibility Requirements
Must be legally authorized to work in the United States without restriction
Must be willing to take a drug test and post-offer physical (if required)
Must be 18 years of age or older
AHCE26
Our Company Why Boehringer Ingelheim? With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.
Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.
Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.
Want to learn more? Visit https://www.boehringer-ingelheim.com
#J-18808-Ljbffr