Associate Director, US Omnichannel, Digital Engagement

Serve as the Omnichannel/Digital subject matter expert and Experience Architect for assigned Therapeutic Area(s).
Translate Brand objectives into orchestrated, AI‑enabled customer journeys, spanning awareness through engagement and conversion.
Design engagement flows that leverage next‑best‑action recommendations across customer, channel, content, and cadence.
Ensure omnichannel strategies are insight‑driven, compliant, measurable, and aligned to Brand and portfolio priorities.
Ensure orchestration aligns to Brand funnels while maintaining agility as insights and performance evolve.
Act as the single, primary omnichannel point of contact for the Brand, owning end‑to‑end strategy and execution.
Guide Brand teams on experience design, channel appropriateness, content sequencing, and omnichannel investment decisions.
Facilitate regular engagement planning sessions with Brand teams to align on campaign objectives, content strategy, and optimization opportunities.
Provide ongoing thought leadership, delivering performance insights, learning agendas, and strategic recommendations.
Support the evolution of Biogen’s commercial model toward a fully integrated, AI‑enabled omnichannel approach.
Own end‑to‑end accountability for omnichannel campaign planning, execution, performance, and optimization.
Ensure Media strategies are fully integrated into omnichannel experience design.
Collaborate closely with Media, Omnichannel Operations, Decision Science, and IT teams to ensure high‑quality, on‑time, and compliant execution.
Translate experience designs into clear business and operational requirements, prioritized through SAFE/Agile delivery processes.
Ensure adherence to omnichannel playbooks, SOPs, and enterprise standards for scalability and consistency.
Serve as the TA’s expert on Biogen’s MarTech ecosystem and AI‑driven orchestration tools.
Champion adoption of omnichannel capabilities and ways of working in partnership with the Operations team.
Take E2E accountability for campaign execution working in partnership with Operations team.
Take full responsibility for omnichannel impact against Brand objectives.
Partner with Decision Sciences to interpret AI‑driven insights and refine next‑best‑action logic.
Champion tagging, tracking, and reporting readiness from the outset of planning.
Drive continuous optimization through testing, and insight‑led refinements.
Maintain a strong understanding of next‑generation omnichannel engagement, including AI‑driven personalization and automation.
Stay ahead of digital and AI trends, emerging channels, and evolving best practices across HCP and Patient engagement.
Requirements

Minimum of 7 years’ Omnichannel/Digital engagement healthcare client experience with a focus on strategy, planning, execution and measurement in Pharmaceutical, Biotech Omnichannel Strategy Design (Inline Brands)
Proven ability to design and evolve omnichannel engagement strategies for existing brands, including customer journeys, channel mix, and content sequencing.
Strong capability to own strategy‑to‑execution for assigned brands, ensuring alignment between engagement design, delivery, and performance.
Working knowledge of AI‑driven next‑best‑action, personalization, and orchestration frameworks, with the ability to apply insights to strategy and optimization.
Experience serving as a trusted omnichannel partner to Brand teams, influencing engagement decisions within established brand strategy guardrails.
Hands‑on ownership of omnichannel campaign planning, execution, monitoring, and optimization across the brand lifecycle.
Experience translating omnichannel strategies into actionable operational requirements within MarTech ecosystems.
Ability to collaborate effectively with Media, Omnichannel Operations, Decision Science, IT, and compliance partners.
Comfort interpreting performance data and analytics to inform strategic refinements and ongoing optimization.
Strong understanding of regulatory, privacy, and PRC requirements as applied to omnichannel engagement.
BA/BS required, MBA preferred
Core Competencies

Demonstrates expertise in Omnichannel Strategy Design and Execution, leveraging AI-driven insights to optimize customer engagement across therapeutic areas. Proven ability to translate brand objectives into actionable strategies while ensuring compliance and alignment with regulatory standards.
Highest-signal resume keywords

Omnichannel Strategy Design
AI-Driven Personalization
Campaign Planning and Execution
Performance Measurement and Optimization
MarTech Ecosystem Knowledge
ATS Optimization Keywords

Hard Skills

Omnichannel Engagement
Customer Journey Design
Content Sequencing
Next-Best-Action Frameworks
Data Analytics Interpretation
Regulatory Compliance
Performance Monitoring
Agile Delivery Processes
Campaign Optimization
Digital Engagement Strategies
Soft Skills

Collaboration
Influencing Engagement Decisions
Thought Leadership
Strategic Recommendations
Facilitation
Certifications & Qualifications

BA/BS
MBA Preferred
Industry Keywords

Pharmaceutical
Biotech
Healthcare Client Experience
Omnichannel Operations
Digital Engagement
Tools & Technologies

AI-Driven Orchestration Tools
MarTech Ecosystem
Omnichannel Playbooks
SOPs
Decision Science Tools

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