Overview:The Director, Global Customer Engagement Platforms leads business product ownership for Alnylam's CRM and CDP ecosystems, ensuring they enable compliant, data-driven customer engagement across the U.S., with a clear eye toward scalability and applicability in international markets.
This role defines how customer data, consent, segmentation, and personalization come together to support meaningful, measurable engagement across email, field-enabled, and digital channels. While the primary focus is U.S. execution, the Director is accountable for designing standards, configurations, and operating models that can be reused outside the United States without creating market-specific one-offs.
The Director, Customer Engagement leads a team of customer engagement leaders and serves as the people manager. Together, this team ensures consistent execution standards across markets while allowing for appropriate regional variation.
A critical aspect of this role is close partnership with the International Omnichannel Operations lead to ensure that customer engagement capabilities designed centrally can be executed effectively in non-U.S. markets. The Director works closely with IT technical product owners, Analytics, Content Enablement, and Omnichannel Operations to translate engagement strategy into scalable, compliant execution.
Key Responsibilities:Platform Ownership & Global Governance - Serve as business product owner for CRM and CDP platforms, setting priorities aligned with enterprise data, engagement, and compliance goals.
- Define and enforce standards for audience segmentation, data hygiene, consent management, and journey orchestration.
- Design configuration frameworks for journeys, triggers, and audience activation that support reuse across regions through configuration rather than customization.
- Partner closely with the International Omnichannel Operations lead to ensure engagement standards are executable and scalable outside the U.S.
Operational Enablement - Translate marketing and omnichannel needs into actionable platform requirements, workflows, and data models.
- Partner with Omnichannel Operations to ensure data, audiences, and personalization logic are ready prior to campaign launch.
- Maintain platform documentation, including configuration standards, naming conventions, and data flow definitions.
- Ensure access controls, role permissions, and audit readiness across internal teams and agencies.
Compliance & Data Stewardship - Embed privacy, consent, and preference management into all CRM and CDP workflows.
- Ensure platforms meet data security, retention, and audit requirements under GDPR, HIPAA, and other applicable regulations.
- Partner with Data Governance and Compliance on incident response and ongoing risk mitigation.
Performance & Optimization - Define and track KPIs related to platform performance, adoption, and execution efficiency.
- Establish feedback loops between Analytics, Operations, and Marketing to improve segmentation and personalization quality.
- Identify opportunities to automate workflows, improve deliverability, and increase targeting precision over time.
Partnership & Change Management - Act as the primary business counterpart to IT for CRM and CDP platforms, jointly managing backlog and prioritization.
- Collaborate with Content Enablement Platforms to ensure content, metadata, and assets integrate cleanly into engagement workflows.
- Lead enablement and change-management efforts to drive consistent platform adoption across regions.
- Oversee external vendors and service providers supporting configuration and fulfillment work, enforcing quality and performance standards.
Expected Partnerships & Interfaces - IT / Strategic Technology: Technical product owners for CRM and CDP platforms; joint release and governance processes.
- International Omnichannel Operations: Ensure customer engagement frameworks scale and execute effectively outside the U.S.
- CXI Omnichannel Operations:Coordination of campaign sequencing, audience activation, and readiness.
- Content Enablement Platforms:Integration of content and metadata into CRM/CDP workflows.
- Analytics & Data Strategy: Audience design, measurement alignment, and optimization feedback loops.
- Compliance & Legal:Privacy, consent, and regulatory standards.
- External Vendors & Agencies: Configuration support, managed services, and enablement adherence.
Qualifications: - Bachelor's degree in Information Systems, Computer Science, Data Analytics, Engineering, or a related technical discipline. Advanced degree preferred.
- 10+ years of experience in CRM, marketing automation, or data-driven customer engagement, including leadership roles in regulated environments.
- Proven experience as a business product owner for CRM and/or CDP platforms in complex organizations.
- Deep understanding of segmentation, identity resolution, consent management, and journey orchestration.
- Hands-on familiarity with data flows, integrations, APIs, and analytics connectivity.
- Demonstrated ability to design engagement frameworks that scale across regions while meeting local regulatory requirements.
- Experience partnering with IT on SDLC, release planning, and incident management.
- Experience in pharma or biotech preferred; background in consumer packaged goods or other scaled digital environments a plus.
- Strong systems thinking and judgment in balancing standardization with regional execution needs.
- Product-minded approach to platform ownership and delivery.
- Credible partner across IT, analytics, operations, and international stakeholders.
- Ability to communicate complex technical concepts clearly to business audiences.
#LI-Hybrid #LI-ST1
U.S. Pay Range$195,500.00 - $264,500.00The pay range reflects the full-time base salary range we expect to pay for this role at the time of posting. Base pay will be determined based on a number of factors including, but not limited to, relevant experience, skills, and education. This role is eligible for an annual short-term incentive award (e.g., bonus or sales incentive) and an annual long-term incentive award (e.g., equity).
Alnylam's robust Total Rewards package is designed to support your overall health and well-being. We offer comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k)with a generous company match. Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks. We also offer generous family resources and leave. Our commitment to your well-being reflects our belief that caring for our people fuels the impact we create together.
Learn more about these and additional benefits offered by Alnylam by visiting the Benefits section of the Careers website: https://www.alnylam.com/careers
About AlnylamWe are the leader in RNAi therapeutics - a revolutionary approach with the potential to transform the lives of people with rare and common diseases. Built on Nobel Prize-winning science, Alnylam has delivered the breakthroughs that made RNAi therapeutics possible and are just at the beginning of what's possible. Our deep pipeline, late-stage programs, and bold vision reflect our core values: fierce innovation, passion for excellence, purposeful urgency, open culture and commitment to people. We're proud to be a globally recognized top employer, where an authentic, inclusive culture and breakthrough thinking fuel one another.
At Alnylam, we commit to an inclusive recruitment process and equal employment opportunity. Qualified applicants will receive consideration for employment without regard to their sex, gender or gender identity, sexual orientation, race, color, ethnicity, national origin, ancestry, citizenship, religion, creed, physical or mental disability, pregnancy status or related conditions, genetic information, veteran or military status, marital or familial status, political affiliation, age, or any other factor protected by federal, state, or local law. Alnylam is an E-Verify Employer.
