Associate Director, Omnichannel Capabilities & Enablement

Main Responsibilities & Technical Competencies

Omnichannel Capabilities Planning

• Partner with cross-functional brand teams to develop customer engagement strategies that support successful product launches.
• Help translate brand objectives, customer insights, and market dynamics into integrated omnichannel engagement plans, and lead roadmap planning and pull-through of omnichannel engagement capabilities.
• Work with brand teams and agency partners to design engagement approaches across customer segments, channels, and stages of the customer journey.
• Ensure omnichannel strategies align with launch objectives, customer needs, and commercial priorities.
• Identify opportunities to leverage innovation, personalization, and data-driven engagement to accelerate adoption.

Customer Engagement Design

• Partner with brand teams to design customer journey and engagement frameworks that create seamless experiences across personal and non-personal channels.
• Work with brand teams and agency partners to align Business Operations standards and capability roadmaps, and consult on ways to optimize interactions across field, digital, media, CRM, events, and emerging engagement channels.
• Incorporate customer insights, behavioral data, and analytics into engagement planning.
• Champion customer-centric approaches that improve experience and engagement effectiveness.

Launch Excellence & Capability Building

• Establish repeatable launch planning methodologies, engagement frameworks, and omnichannel playbooks.
• Create standards and best practices that can be scaled across future launches and brands.
• Partner with stakeholders to identify lessons learned and continuously improve launch approaches.
• Support organizational readiness by embedding best practices, governance, and capability development.

Omnichannel Innovation & Best Practices

• Serve as a center of excellence for omnichannel engagement strategy and launch planning.
• Monitor industry trends, emerging technologies, and evolving customer expectations to inform future engagement models.
• Lead initiatives to advance organizational omnichannel maturity and effectiveness.
• Drive adoption of innovative engagement approaches and measurement practices.

Measurement & Optimization

• Define success metrics and performance indicators for launch engagement strategies.
• Partner with analytics teams to assess engagement effectiveness and customer response.
• Apply insights and learnings to optimize launch performance and future engagement strategies.
• Develop frameworks for continuous improvement and organizational learning.

Cross-Functional Leadership

• Collaborate closely with Brand Marketing, Sales, Medical Affairs, Market Access, Analytics, Commercial Operations, Digital, and Technology teams.
• Facilitate alignment among stakeholders and ensure engagement strategies are integrated across functions.
• Influence decision-making through strategic recommendations, customer insights, and performance data.
• Present strategies, recommendations, and outcomes to senior leadership.

Success Measures

• Successful development and execution of a capability roadmap and scalable customer engagement architecture.
• Greater efficiency of omnichannel capabilities across brands through infrastructure reuse and reduced time to launch readiness.
• Successful implementation of next-best-action strategies and tactics, and use of closed-loop measurement modeling.
• Increased effectiveness of omnichannel customer engagement programs.
• Creation and adoption of scalable launch and engagement best practices across brands.
• Improved organizational omnichannel maturity and capability development.
• Strong stakeholder satisfaction and cross-functional collaboration.
• Continuous improvement through measurement, insights, and application of launch learnings.

Knowledge & Experience

Knowledge & Experience (essential): 12+ years of experience in omnichannel strategy, customer engagement capability building, martech platform orchestration, consent/privacy data management, customer segmentation, journey personalization, and omnichannel thought leadership across internal and external teams. Experience supporting pharmaceutical, biotechnology, healthcare, or other complex product launches. Demonstrated success leading cross-functional strategic initiatives. Strong understanding of customer engagement principles, customer journeys, and omnichannel ecosystems. Excellent communication, influence, and project management skills.

Knowledge & Experience (preferred): Experience with martech and orchestration platforms, data and consent management, audience and segmentation operations, and building scalable capabilities or centers of excellence. Experience developing repeatable launch methodologies, engagement frameworks, omnichannel playbooks, and measurement practices. Experience partnering with brand teams, analytics, digital, technology, sales, medical, market access, and commercial operations stakeholders.

Education / Certifications (essential): Bachelor's degree in Business, Marketing, Life Sciences, or a related field.

Education / Certifications (preferred): Relevant omnichannel, digital marketing, analytics, martech, or project management certifications.

Language(s) (essential): Fluent in English.

Ability to Travel: up to 20%