Job Overview
As a key member of the Customer Engagement Planning & Measurement team, the Associate Director will lead the omnichannel go‑to‑market efforts and collaborate with analytic professionals and external media, creative, and analytics agency partners.
This role, commonly referred to as the Customer Engagement Architect (CEA) , must deliver relevant information, solutions, and services to customers in real‑time, understand engagement preferences, and execute insights efficiently across the promotional mix.
Key Responsibilities
- Define and develop the promotional HCP & consumer activation and engagement strategic go‑to‑market plans
- Improve our ability to go‑to‑market and engage customers in a timely, relevant way
- Collaborate with a wide array of stakeholders including Marketing, Promotions, Market Research, Analytics, agencies/consultants, and the broader U.S. enterprise for shared resources
- Utilize business strategy and customer insights to identify customer opportunities in digital channels
- Develop omnichannel go‑to‑market strategy and design longitudinal customer engagement plans to ensure positive customer experience
- Leverage brand segmentation and customer insights to develop digital go‑to‑market segments
- Define channel, media, and third‑party digital partnership choices aligned to strategic priorities and behavioral/communication objectives to drive business impact
- Design Customer Engagement Journeys to deploy omnichannel campaigns and support differentiated content needs
- Perform in‑depth analysis of customer‑level engagement data (non‑personal and in‑person sales) from a variety of sources to inform the brand team of opportunities and choices
- Utilize self‑service media analytics tools and perform analyses of customer‑level engagement data across channels
- Develop test‑and‑learn agendas with defined measurement plans
- Monitor performance vs. objectives to identify optimization opportunities while in‑flight
- Partner with internal and external teams to uncover data‑driven insights via ad hoc and/or advanced analytics
- Deliver impactful performance updates through effective storytelling, anchored in strategy, to internal and external partners on a regular cadence
- Support installing non‑personal engagement best practices across the department to improve customer experience
Required Qualifications
- Minimum of seven (7) years of omnichannel marketing and digital media (HCP and/or Consumer) campaign development experience with an emphasis on using data and digital media strategy to optimize overall customer experience and drive business results
- Strong knowledge of marketing fundamentals and ability to align marketing strategy and customer behavior change objectives to tactical campaign design across multiple dimensions (customer, channel, content, cadence)
- Analytical acumen – ability to synthesize large sets of data, look for trends, perform segmentation analysis, monitor campaign progress, and identify intervention points and business solutions to drive results
- Demonstrated change‑management skills and ability to establish action plans for self and others, set priorities, establish timelines, and leverage resources
- Demonstrated ability to adapt and maintain effectiveness while experiencing major changes in work or environment
- Demonstrated ability to lead complex projects or solutions with a hands‑on, detail‑oriented approach
- Strong business acumen with ability to translate complex and technical concepts clearly and concisely to broad audiences
- Experience with customer marketing capability tools
- Innovative mindset with affinity toward experimentation and appropriate risk taking
- As needed, ability to manage additional digital media related responsibilities within the group
- Education required: BA/BS
Preferred Qualifications
- Five years of experience within Pharmaceutical, Healthcare, over‑the‑counter medicines, or other regulated industry
- Experience with advanced marketing capabilities (e.g., marketing automation, campaign management, analytics platforms, Salesforce tools, digital/AI recommendation engines)
- Experience with Agile Team methodology
- Understanding of compliance‑related concepts that govern pharmaceutical marketing and sales activities
Compensation and Benefits
Salary range: $142,400 – $224,100. Eligible for annual bonus and long‑term incentive, if applicable. We offer a comprehensive package of medical, dental, vision, and other insurance benefits for employee and family, 401(k), paid holidays, vacation, compassionate and sick days. Additional details are available at
Location and Travel
San Francisco (Residents Only). No relocation. Travel requirement: 10%. Hybrid work arrangement.
Requisition ID: R
Job posting end date: 06/8/2026
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