Overview
As a key member of the Customer Engagement Planning & Measurement team, this Associate Director role will lead the Omnichannel go to market efforts and work with teams of analytic professionals and external media, creative and analytics agency partners. In this role, referred to as the Customer Engagement Architect (CEA), the individual will drive omnichannel customer engagement initiatives and collaborate with Marketing, Promotions, Market Research, Analytics, agencies/consultants, and the broader U.S. enterprise for shared resources.
As we move towards faster insight-gathering, faster decision-making and improvement in the ability to execute more efficiently across multiple channels, we need to deliver relevant information, solutions, and services to our customers how and when they need it. It is imperative that we understand our customers’ engagement preferences more deeply and execute on those insights more efficiently across our promotional mix.
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 more timely and relevant way
- Collaborate with a wide array of stakeholders including Marketing, Promotions, Market Research, Analytics, various 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 of 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 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
Education & Experience
Education required: BA/BS
Required Experience & Skillset
- Minimum of seven (7) years omnichannel marketing and digital media (HCP and/or Consumer) campaign development experience with an emphasis on using both data and digital media strategy to optimize overall customer experience to 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, identify trends, perform segmentation analysis, monitor campaign progress and identify intervention points to drive business results
- Change management skills and ability to establish action plans for self and others to complete work efficiently
- Ability to adapt and maintain effectiveness during major changes in work or environment
- Ability to lead complex projects with a hands-on, detail-oriented approach
- Strong business acumen with the ability to translate complex concepts clearly to broad audiences
- Experience with using 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
Preferred Experience & Skillset
- 5 years of experience within Pharmaceutical, Healthcare, over-the-counter medicines, or other regulated industry
- Experience with advanced marketing capabilities (marketing automation, campaign management, analytics platforms, sales force tools, digital/AI recommendation engines, etc.)
- Experience with Agile Team methodology
- Understanding of compliance-related concepts that govern pharmaceutical marketing and sales activities
Required Skills
Adaptability, Agile Methodology, Business Strategies, Campaign Management, Collaborative Development, Cross-Functional Leadership, Customer Engagement, Customer Experience Improvement, Customer Insights, Digital Consumer Engagement, Digital Marketing, Go-to-Market Strategies, Market Segmentation, Omnichannel Marketing, Pharmaceuticals Marketing, Prioritization, Service Excellence, Strategic Planning, Strategic Thinking
Benefits & Additional Information
US and Puerto Rico Residents Only
Our company is committed to inclusion. The salary range for this role is $142,400.00 - $224,100.00. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive benefits package including medical, dental, vision, retirement benefits (401(k)), paid holidays, vacation, and sick days. Benefits details available at
Application information: You can apply for this role through The application deadline is listed on this posting. San Francisco residents: we will consider qualified applicants with arrest and conviction records in compliance with the San Francisco Fair Chance Ordinance. Los Angeles residents: we will consider all qualified applicants in accordance with applicable state and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.
EEO statement: As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants and prohibit discrimination. For more information visit EEOC Know Your Rights and EEOC GINA Supplement.
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