Associate Director, US Omnichannel/Digital Engagement

• Serve as the Omnichannel/Digital subject matter expert and Experience Architect for assigned Therapeutic Area(s).


• Translate Brand objectives into orchestrated, AI‑enabled customer journeys, spanning awareness through engagement and conversion.


• Design engagement flows that leverage next‑best‑action recommendations across customer, channel, content, and cadence.


• Ensure omnichannel strategies are insight‑driven, compliant, measurable, and aligned to Brand and portfolio priorities.


• Ensure orchestration aligns to Brand funnels while maintaining agility as insights and performance evolve.


• Act as the single, primary omnichannel point of contact for the Brand, owning end‑to‑end strategy and execution.


• Guide Brand teams on experience design, channel appropriateness, content sequencing, and omnichannel investment decisions.


• Facilitate regular engagement planning sessions with Brand teams to align on campaign objectives, content strategy, and optimization opportunities.


• Provide ongoing thought leadership, delivering performance insights, learning agendas, and strategic recommendations.


• Support the evolution of Biogen’s commercial model toward a fully integrated, AI‑enabled omnichannel approach.


• Own end‑to‑end accountability for omnichannel campaign planning, execution, performance, and optimization.


• Ensure Media strategies are fully integrated into omnichannel experience design.


• Collaborate closely with Media, Omnichannel Operations, Decision Science, and IT teams to ensure high‑quality, on‑time, and compliant execution.


• Translate experience designs into clear business and operational requirements, prioritized through SAFE/Agile delivery processes.


• Ensure adherence to omnichannel playbooks, SOPs, and enterprise standards for scalability and consistency.


• Serve as the TA’s expert on Biogen’s MarTech ecosystem and AI‑driven orchestration tools.


• Champion adoption of omnichannel capabilities and ways of working in partnership with the Operations team.


• Take E2E accountability for campaign execution working in partnership with Operations team.


• Take full responsibility for omnichannel impact against Brand objectives.


• Partner with Decision Sciences to interpret AI‑driven insights and refine next‑best‑action logic.


• Champion tagging, tracking, and reporting readiness from the outset of planning.


• Drive continuous optimization through testing, and insight‑led refinements.


• Maintain a strong understanding of next‑generation omnichannel engagement, including AI‑driven personalization and automation.


• Stay ahead of digital and AI trends, emerging channels, and evolving best practices across HCP and Patient engagement.

Requirements

• Minimum of 7 years’ Omnichannel/Digital engagement healthcare client experience with a focus on strategy, planning, execution and measurement in Pharmaceutical, Biotech Omnichannel Strategy Design (Inline Brands)


• Proven ability to design and evolve omnichannel engagement strategies for existing brands, including customer journeys, channel mix, and content sequencing.


• Strong capability to own strategy‑to‑execution for assigned brands, ensuring alignment between engagement design, delivery, and performance.


• Working knowledge of AI‑driven next‑best‑action, personalization, and orchestration frameworks, with the ability to apply insights to strategy and optimization.


• Experience serving as a trusted omnichannel partner to Brand teams, influencing engagement decisions within established brand strategy guardrails.


• Hands‑on ownership of omnichannel campaign planning, execution, monitoring, and optimization across the brand lifecycle.


• Experience translating omnichannel strategies into actionable operational requirements within MarTech ecosystems.


• Ability to collaborate effectively with Media, Omnichannel Operations, Decision Science, IT, and compliance partners.


• Comfort interpreting performance data and analytics to inform strategic refinements and ongoing optimization.


• Strong understanding of regulatory, privacy, and PRC requirements as applied to omnichannel engagement.


• BA/BS required, MBA preferred

Core Competencies

Demonstrates expertise in Omnichannel Strategy Design and Execution, leveraging AI-driven insights to optimize customer engagement across therapeutic areas. Proven ability to translate brand objectives into actionable strategies while ensuring compliance and alignment with regulatory standards.

Highest-signal resume keywords

• Omnichannel Strategy Design


• AI-Driven Personalization


• Campaign Planning and Execution


• Performance Measurement and Optimization


• MarTech Ecosystem Knowledge

ATS Optimization Keywords

Hard Skills

• Omnichannel Engagement


• Customer Journey Design


• Content Sequencing


• Next-Best-Action Frameworks


• Data Analytics Interpretation


• Regulatory Compliance


• Performance Monitoring


• Agile Delivery Processes


• Campaign Optimization


• Digital Engagement Strategies

Soft Skills

• Collaboration


• Influencing Engagement Decisions


• Thought Leadership


• Strategic Recommendations


• Facilitation

Certifications & Qualifications

• BA/BS


• MBA Preferred

Industry Keywords

• Pharmaceutical


• Biotech


• Healthcare Client Experience


• Omnichannel Operations


• Digital Engagement

Tools & Technologies

• AI-Driven Orchestration Tools


• MarTech Ecosystem


• Omnichannel Playbooks


• SOPs


• Decision Science Tools