Sr Director, Precision engagement and Orchestration

Main Responsibilities

Precision Engagement Strategy & Leadership

• Define and lead the North America Precision Engagement strategy, priorities, capability roadmap, and measures of success.
• Establish the remit, operating model, role boundaries, and ways of working across Precision Engagement, Omnichannel Enablement Leads, channel and capability teams, Digital, Analytics, Brand, and additional enabling functions.
• Lead and continuously evolve the Precision Engagement roadmap, integrating business area priorities, reusable use cases, capability dependencies, delivery capacity, and enterprise roadmaps into a sequenced portfolio.
• Prioritize the Precision Engagement portfolio, balancing near-term business value with development of scalable and reusable capabilities while allowing for necessary customer and business-specific variation.
• Lead the evolution from channel- and campaign-based execution toward more precise, connected, adaptive, and personalized customer engagement.

Experience & Use-Case Orchestration

• Lead and coach the Precision Engagement team in partnering with Omnichannel Enablement Leads and business stakeholders to translate customer journey opportunities and needs, business priorities, and insights into scalable engagement use cases.
• Establish standards for defining audiences, signals and triggers, decision logic, content requirements, channel sequencing, handoffs, and measurement.
• Provide senior subject matter expertise to ensure use cases are strategically sound, technically feasible, measurable, and designed for scale.
• Oversee the portfolio of priority use cases, ensuring Directors effectively sequence work, identify reusable patterns, and connect individual use cases to the broader roadmap.
• Ensure successful approaches and learnings are reused across brands and business units where appropriate.

Business Product Ownership & Cross-Functional Delivery

• Serve as the senior North America business owner for the Precision Engagement capability portfolio.
• Partner with Digital, Analytics, channel and capability leads, and other enabling functions to align shared roadmaps, cross-functional priorities, dependencies, and delivery capacity required to advance the Precision Engagement portfolio.
• Oversee the Precision Engagement team's involvement across the product development lifecycle, including backlog prioritization, requirements refinement, agile ceremonies, testing and acceptance, launch readiness, and ongoing capability evolution in partnership with Digital product and engineering teams.
• Maintain deep working knowledge of the customer engagement and MarTech ecosystem to guide capability decisions and challenge technical assumptions when needed.
• Ensure North America customer engagement requirements are appropriately represented in enterprise technology, data, and capability roadmaps.
• Establish clear governance, decision rights, escalation pathways, and partner accountabilities required to deliver the Precision Engagement agenda.
• Represent Precision Engagement in senior cross-functional and enterprise forums, driving decisions and resolving capacity, prioritization, ownership, and delivery barriers that cannot be addressed by the Precision Engagement directors.

Performance, AI & Capability Evolution

• Establish performance expectations and measurement standards across the Precision Engagement portfolio.
• Ensure customer, engagement, operational, and business outcomes inform optimization, reusable capability development, and future roadmap priorities.
• Sponsor a disciplined test-and-learn approach and ensure underperforming use cases are optimized, redesigned, or retired based on evidence.
• Set direction for how AI, automation, advanced analytics, and emerging technologies should be applied within Precision Engagement.
• Sponsor priority innovation opportunities and determine when successful pilots should transition into scaled capabilities.

People Leadership & Organizational Development

• Build, lead, coach, and develop a high-performing team of Precision Engagement Directors aligned to priority business areas.
• Establish clear goals, accountabilities, performance expectations, and development plans for team members.
• Allocate resources across the portfolio based on business priorities, workload, capability needs, and expected value.
• Assess future talent and capability needs and support hiring, succession planning, and targeted upskilling.
• Lead change enablement for the Precision Engagement operating model, ensuring Precision Engagement Directors, Omnichannel Enablement Leads, channel and capability teams, and business partners understand evolving role expectations, capabilities, and ways of working.

About You

• Bachelor's degree in business, marketing, technology, analytics, or equivalent experience
• Minimum of 12+ years' experience in commercial, omnichannel, digital, analytical, operational, or related functions
• Demonstrated success building and scaling new organizational or commercial capabilities, translating strategy into operating models, adoption, and sustained ways of working
• Demonstrated experience owning and governing complex customer engagement, product, or capability roadmaps across multiple business areas, including prioritization, sequencing, dependency management, and cross-functional resource alignment
• Prior hands-on experience developing and delivering customer engagement use cases informed by broader customer journeys, including audiences, signals and triggers, decision logic, channel orchestration, content requirements, and measurement
• 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.
• Practical experience applying and scaling AI, advanced analytics, and automated decisioning capabilities across customer engagement, personalization, next-best action, or related use cases.
• Strong executive communication, storytelling, and cross-functional influencing skills.
• Experience building, leading, coaching, and developing high-performing teams, with demonstrated ability to attract and retain talent in a complex, matrixed organization.
• Experience managing external agencies, technology vendors, or strategic partners.
• 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 leading engagement across multiple customer or stakeholder types, such as HCPs, patients and caregivers, payers, and accounts, preferred