Director, Precision Engagement and Orchestration

About the Role

Precision Engagement represents the next evolution of our omnichannel ambition, moving beyond individual channels and campaigns to create more connected, intelligent, and personalized experiences at scale. This Director role sits at the intersection of customer experience, omnichannel strategy, data, MarTech, analytics, and AI. As a Precision Engagement Lead aligned to a priority business area, you will partner with Omnichannel Enablement Leads, Brand, and other channel / functional teams to translate customer needs, insights, and business priorities into more relevant, precise engagement across personal and non-personal interactions.

Main Responsibilities

• Serve as the Precision Engagement lead for an aligned business area, partnering with Omnichannel Enablement Leads, Brand, and functional stakeholders to translate customer journey opportunities and business priorities into Precision Engagement use cases.
• Proactively identify and prioritize high-value Precision Engagement opportunities based on customer insights, business objectives, capability knowledge and readiness, and expected impact.
• Develop, maintain, and continuously refine the Precision Engagement roadmap for the aligned business area, prioritizing use cases based on customer and business value, reusability, capability readiness, dependencies, and delivery capacity.
• Ensure Precision Engagement use cases align to the broader customer journey and translate priority opportunities into scalable engagement capabilities across personal and non-personal interactions.
• Lead the development and design of scalable Precision Engagement use cases informed by customer journeys, including audiences, customer signals and triggers, decision logic, content requirements, channel sequencing, handoffs, suppression rules, and measurement.
• Determine the data, technology, content, channel, analytics, and operational capabilities required to enable priority use cases.
• Apply customer, journey, behavioral, field, business, and performance insights to identify use case opportunities and improve the relevance and precision of engagement.
• Partner with channel and capability experts to design solutions based on customer and business needs rather than individual platforms or channels.
• Identify reusable patterns and opportunities to scale successful use cases across brands, customer types, and business areas.
• Develop and apply reusable frameworks, templates, and standards that enable consistent use case definition, requirements development, and orchestration across business areas.
• Serve as the business product lead for prioritized Precision Engagement use cases, translating customer and business needs into the capabilities, business requirements, prioritization, acceptance criteria, and measures of value required to enable them.
• Translate use cases into clear functional, data, technology, and integration requirements in partnership with Digital, Analytics, and other enabling teams.
• Actively shepherd priority use cases through the agile product development lifecycle, including backlog prioritization, requirements refinement, sprint ceremonies, testing and user acceptance, launch readiness, and ongoing capability evolution.
• Partner closely with Digital product, architecture, engineering, and data teams to assess feasibility, dependencies, tradeoffs, and delivery requirements.
• Lead or support build-versus-buy decisions for capabilities required to enable priority use cases, considering existing enterprise capabilities, customer and business requirements, scalability, speed to value, and long-term strategic fit.
• Lead the cross-functional orchestration required to enable end-to-end delivery of priority use cases across Brand, Digital, Analytics, Field, Medical Affairs, Market Access, Patient Services, and other functions.
• Identify and resolve delivery barriers, escalating material capability gaps, dependencies, or decisions when broader leadership support is required.
• Partner with Analytics and business stakeholders to define customer, engagement, operational, and business measures for priority use cases.
• Support post-deployment stabilization and initial measurement, using performance and customer response to optimize the use case.
• Apply test-and-learn approaches across audiences, triggers, content, sequencing, channels, and engagement strategies.
• Drive innovation within aligned business areas by incubating and piloting AI, advanced analytics, automation, emerging technologies, and new engagement approaches that can improve customer relevance, decisioning, and scalability.
• Evaluate pilot outcomes and help transition successful innovations into repeatable capabilities that can scale across brands, customer types, and business areas.
• Develop enablement materials that help OELs and business teams understand, adopt, and apply new Precision Engagement capabilities within their brand context.
• Contribute business-area learnings and requirements back to the broader Precision Engagement team to strengthen shared standards, capabilities, and ways of working.

About You

• Bachelor's degree in business, marketing, technology, analytics, or equivalent experience.
• Minimum of 8+ years' experience in commercial, omnichannel, digital, analytical, operational, or related functions.
• Proven hands-on experience shaping and delivering journey-informed omnichannel or customer engagement use cases, including audiences, signals and triggers, decision logic, channel sequencing, handoffs, content requirements, activation, measurement, and optimization.
• Deep MarTech expertise and hands-on experience designing and enabling omnichannel solutions across customer data, identity, CRM, CDP, marketing automation, decisioning, digital experience, media, content, field integration, analytics, and measurement, with strong understanding of how these capabilities integrate to enable end-to-end customer engagement.
• Demonstrated experience translating business and customer needs into data, technology, integration, and capability requirements in partnership with Digital, Analytics, and other functions.
• Experience working within agile product development models, including requirements development, backlog prioritization, agile ceremonies, testing and user acceptance, deployment, and ongoing product evolution.
• Experience evaluating technology and capability options, including supporting build-versus-buy decisions and working with internal product teams, technology vendors, or external partners.
• Practical experience applying AI, advanced analytics, or automated decisioning to customer engagement, personalization, next-best-action, or related use cases.
• Demonstrated experience developing and managing customer engagement, product, or capability roadmaps, including prioritization, sequencing, dependency management, and cross-functional delivery planning.
• Demonstrated ability to lead cross-functional initiatives and influence stakeholders across business, technology, analytics, and customer-facing functions in a complex, matrixed organization.
• Experience driving adoption and sustained change for new commercial, digital, or customer engagement capabilities and ways of working.
• Strong communication, storytelling, problem-solving, and stakeholder management skills.
• Pharmaceutical, biotechnology, healthcare, or other highly regulated industry experience preferred.
• Relevant experience in complex, data-rich industries with advanced personalization and omnichannel engagement capabilities also valued.
• Experience designing or delivering engagement across multiple customer or stakeholder types, such as HCPs, patients and caregivers, payers, and accounts, preferred.