Associate Director, Campaign Orchestration (EU/INTL)

Key Responsibilities

• Apply deep understanding of customer needs, behaviors, care pathways, sites of care, and dynamics to inform orchestration decisions.
• Shape execution of cross-functional engagement strategies by influencing orchestration principles, resolving tradeoffs, and ensuring brand and audience strategies are executed cohesively.
• Orchestrate coordinated, omnichannel campaigns that translate brand and market strategies into integrated engagement plans aligned to customer journeys.
• Apply next best action frameworks and orchestration logic to sequence and prioritize customer touchpoints across channels using campaign and media analytics to improve relevance, continuity, and outcomes.
• Own delivery of audience orchestration needs, translating strategy into sequenced cross-channel engagement.
• Define and oversee media strategies (branded, non-branded, and unbranded) including channel mix, audience targeting, and campaign planning aligned to omnichannel and brand priorities.
• Drive media activation and performance; partner with Customer Analytics & Insights and Customer Orchestration teams to track and improve performance.
• Leverage global capabilities, standards, and tools to enable scalable and consistent campaign execution and reduce duplication.
• Use performance, engagement, and audience experience insights to continuously refine sequencing, identify risks, and improve effectiveness.
• Track and manage key performance indicators, escalating risks and issues as appropriate to support business outcomes.
• Provide structured feedback to strengthen enterprise CX and customer orchestration standards.

Collaboration

• Partner closely with brands, medical, analytics, field engagement, and enterprise CX teams to align audience priorities, manage interdependencies, and enable consistent delivery.
• Partner closely with business leads across franchises and functions to bring engagement strategies to life.
• Share insights, risks, and learnings with CX peers and leadership to drive alignment and continuous improvement in customer engagement approaches.
• Partner with US campaign teams to assess and adapt core capabilities, ensuring they meet the unique needs and regulatory landscapes of EU and international countries.

Required Knowledge, Skills, and Abilities

Technical Skills: Expertise in global omnichannel campaign orchestration, with the ability to design and execute coordinated engagement plans. Ability to translate brand and audience strategy into practical orchestration requirements, workstreams, and execution plans within a matrixed enterprise environment. Deep understanding of omnichannel data, including media and campaign analytics with the ability to integrate data into decision-making frameworks and explain insights clearly to diverse stakeholders. Proficiency in using audience engagement, performance, and experience data to inform orchestration decisions and continuously refine customer journeys. Experience leveraging enterprise CX platforms, data inputs, and global capability products to enable scalable, repeatable execution and reduce manual coordination. Demonstrated ability to independently own complex, cross-functional orchestration initiatives from strategy through execution.

Business Skills: Outside In Thinking — ability to view problems, opportunities and decisions from customer, HCP/Patient, market or external stakeholder perspective to align business decision to customer friction while putting insights into action leveraging external best practice to better shape solutions and strategy. Cross functional Matrix Collaboration – ability to work fluidly across teams and reporting lines respecting SME, coordinating shared work, ensuring progress even when accountability is distributed – supporting decisions with professional alignment and focus on collective success. Deeply understands and values unique capabilities and perspectives of diverse functions. Systems Thinking - The ability to understand how actions create upstream and downstream effects across the organization, seeing patterns and interdependencies to improve the whole ecosystem, not just individual parts. Continuous Improvement — ability to regularly improve processes/products through reflection and iteration, generates new options and approaches when constraints exist, growth mindset, challenges status quo. Business Acumen — ability to understand how value is truly created – financially, operationally, for customers and to use this insight to make decisions that drive meaningful business outcomes.

Required/Preferred Education and Licenses

• Bachelor’s degree in business, healthcare, technology, or related field.
• 8+ years of experience in omnichannel campaign orchestration, campaign planning, or related CX capabilities within a pharmaceutical organization outside of the US market.
• Preferred: Advanced degree (MBA or relevant graduate degree) preferred.
• Preferred: Experience in healthcare, pharmaceutical, or other highly regulated industries preferred.
• Preferred: Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics.

Working Requirements

20-30% travel will be required.