Director, Omnichannel Strategy, AI & Customer Engagement, Endocrinology

Overview

The Director, Omnichannel Strategy, AI & Customer Engagement leads the development and execution of integrated customer engagement strategies across the endocrinology franchise, with primary responsibility for Cushing's syndrome and acromegaly. This leader is accountable for creating personalized, data-driven engagement strategies that improve customer experience, strengthen relationships with healthcare professionals (HCPs), patients, and caregivers, and drive commercial performance.

Working closely with Brand Marketing, Sales, Medical Affairs, Market Access, Patient Services, Digital, Analytics, and Commercial Operations, the Director will build omnichannel engagement capabilities that optimize customer interactions throughout the treatment journey while ensuring compliance with regulatory and legal requirements.

Essential Duties and Responsibilities

• Develop and lead the integrated customer engagement strategy across the endocrinology portfolio.
• Design personalized omnichannel engagement plans aligned with brand objectives and customer preferences.
• Translate brand strategy into measurable customer experiences across digital and personal channels.
• Develop customer journey maps for healthcare professionals, patients, caregivers, and office staff.
• Identify unmet customer needs and opportunities to improve engagement.
• Integrate Agentic AI analytics, content development, Next Best Action.
• Leverage customer data, segmentation, and behavioral analytics to optimize engagement.
• Partner with Commercial Analytics to develop dashboards and KPIs.
• Use customer insights to continuously improve campaign effectiveness.
• Apply AI-enabled insights where appropriate to personalize customer interactions.
• Monitor omnichannel performance metrics and recommend optimization strategies.
• Manage digital agencies and marketing partners.
• Oversee campaign development from strategy through execution.
• Manage agency budgets and performance expectations.
• Ensure projects are delivered on time and within budget.

Education and Experience

• Bachelor's degree required; MBA preferred.
• 10+ years of pharmaceutical or biotechnology commercial experience.
• 5+ years of pharmaceutical marketing experience.
• Experience leading omnichannel customer engagement programs.
• Experience launching or marketing specialty pharmaceuticals.
• Demonstrated success working within highly regulated environments.
• Strong understanding of CRM platforms (Veeva CRM, Salesforce).
• Experience using customer analytics and marketing automation.
• Strong project management and leadership skills.

Knowledge and Skills

• Strong marketing acumen: strategy, market research, segmentation, brand positioning, tactical plan development.
• Passion and empathy for building meaningful experiences with patients and HCPs.
• Analytical mindset with ability to derive insights from data.
• Graphic and organizational support for presentations; narrative storytelling.
• Experience with Canva, PowerPoint, slide making.
• Creativity and innovation, with analytical problem-solving skills.
• Omni-channel program management and support.
• Experience using GenAI tools for content creation.
• Highly organized with the ability to manage multiple priorities.
• Action-oriented, collaborative, and comfortable operating with autonomy.
• Adaptable and effective in a fast-paced, evolving environment.