Job Description

Our client is seeking a dynamic and experienced leader to serve as Associate Director, Patient CRM & Omnichannel Engagement Lead, a pivotal role responsible for defining and executing the company’s global patient engagement digital capabilities within the Global Digital Center of Excellence. This business-facing role will be responsible for setting the strategy, roadmap, and execution plan for digital capabilities for patient engagement that power high-impact, compliant, and personalized interactions with patients across the full journey.

With a strong foundation in business digital strategy and patient engagement expertise, this leader will oversee the development and governance of patient CRM capabilities, primarily Salesforce Health Cloud, as well as patient omnichannel planning, execution & measurement activities. They will partner closely with global and regional business units, Market Access / Patient Services, Field, Medical, IT, and Compliance to translate strategic objectives into scalable digital solutions that drive engagement, adherence, and outcomes.

Key Responsibilities:

• Drive the strategic development, roadmap and delivery of patient CRM and patient omnichannel capabilities using Salesforce Health Cloud.
• Serve as the global product owner for patient-facing CRM tools, including design, enhancements, configuration, data flows, connections, and lifecycle governance – including business configuration and administration as needed.
• Ensure capabilities and processes are compliant, scalable, and aligned with regional/local regulatory requirements and privacy policies (e.g., HIPAA, GDPR).
• Co-create omnichannel engagement strategies with Patient Services, Brand, and Market Access teams to deliver timely, relevant, and compliant messaging across channels (email, SMS, portals, call center, digital hubs, etc.).
• Translate patient journey insights into omnichannel touchpoint design and integrated campaign planning.
• Collaborate with field teams, patient services, care coordinators, marketing and field leadership to ensure CRM and omnichannel strategies are aligned with real-world patient engagement needs, field workflows, and executional realities.
• Create scalable global patient omnichannel and patient engagement frameworks for Business Units and regional teams to localize and execute
• Work in close alignment with Business Units, Markets, and cross-functional partners (Patient Services, Field, Compliance, Data Privacy) to enable omnichannel strategies that meet patient and business needs.
• Collaborate with IT on any enterprise integration, data security, and enterprise system alignment.
• Liaise with Global Privacy, Legal, and Compliance to embed appropriate standards and review processes.
• Define KPIs for patient engagement programs and develop measurement frameworks to assess performance, adoption, and impact.
• Partner with other Digital enablement teams to design and deliver patient-level digital insights, segmentation strategies, and drive continuous optimization of omnichannel efforts.
• Implement intelligent alerts and data triggers to support timely, personalized interactions with patients based on journey milestones, needs, or risks.
• Define and maintain global standards, operating models, and best practices for patient CRM and omnichannel execution.
• Lead change management and capability-building efforts across markets and functions to drive adoption and consistent execution.
• Manage agency and vendor relationships related to Patient CRM, Patient omnichannel platforms, and campaign execution support.
• Partner closely with Compliance, Legal, Program Management and Regulatory Affairs to ensure all patient engagement capabilities, including AI enabled tools, meet internal governance standards and external regulatory requirements.

Qualifications

• Bachelor's degree in Life Sciences, Business, Marketing, or related field; advanced degree preferred.
• 8+ years of experience in patient CRM, digital marketing, DTC & omnichannel engagement, or related roles in the pharmaceutical or biotech industry.
• Deep hands-on experience with Salesforce Health Cloud or equivalent patient CRM platforms.
• Deep understanding of patient services and hub processes.
• Rare disease experience in pharma digital and marketing practices.
• Demonstrated success managing omnichannel engagement programs for patients or consumers, from strategic planning to tactical execution.
• Experience with working with or in Patient Services driving patient engagements, support programs and DTC campaign management and driving digital insights
• Experience working cross-functionally with Commercial, Patient Services, Medical Affairs, and Compliance teams.
• Strong understanding of data privacy and regulatory considerations in patient-facing programs.
• Familiarity with marketing automation, journey orchestration tools, and digital analytics platforms, specifically, Salesforce Healthcloud.
• Excellent communication, project management, and stakeholder engagement skills.
• Proven ability to synthesize complex processes into scalable frameworks and drive organizational change.
• Exceptional communication skills with the ability to influence and inspire across all levels of the organization (business and IT).
• Proven leadership skills motivating teams to attain critical goals in a dynamic environment with competing priorities across business functions.
• Demonstrated ability to lead cross-functional projects from concept through execution in a fast-paced environment.
• Vendor management experience including vendor evaluation / selection, due diligence, contracting, and performance management.

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