Reporting Structure
Reports To: Senior Director Marketing - Endocrinology
Direct Reports: N/A
Areas Managed: Consultation Patient Health Care Professional (HCP) Marketing and Disease Education for assigned brands Consultation Health Care Professional (HCP) marketing and disease education for assigned brands Salesforce promotion and field support Omni-channel and AI Patient and HCP marketing (print, digital, social) Patient advocacy groups, medical society, congress, conference strategy and management Competitive intelligence Support Senior Director of Marketing
Overview
The Director, Omnichannel Strategy, AI & Customer Engagement leads the development and execution of integrated customer engagement strategies across the endocrinology franchise, with primary responsibility for Cushing's syndrome and acromegaly. This leader is accountable for creating personalized, data-driven engagement strategies that improve customer experience, strengthen relationships with healthcare professionals (HCPs), patients, and caregivers, and drive commercial performance. Working closely with Brand Marketing, Sales, Medical Affairs, Market Access, Patient Services, Digital, Analytics, and Commercial Operations, the Director will build omnichannel engagement capabilities that optimize customer interactions throughout the treatment journey while ensuring compliance with regulatory and legal requirements. This position requires a strategic marketer with strong pharmaceutical commercial experience, exceptional cross-functional leadership skills, and expertise in customer engagement, digital marketing, Agentic AI incorporation, CRM, Next Best Action, Media and advanced analytics.
Essential Duties and Responsibilities
• Develop and lead the integrated customer engagement strategy across the endocrinology portfolio.
• Design personalized omnichannel engagement plans aligned with brand objectives and customer preferences.
• Translate brand strategy into measurable customer experiences across digital and personal channels.
• Develop customer journey maps for healthcare professionals, patients, caregivers, and office staff.
• Identify unmet customer needs and opportunities to improve engagem
• Integrate Agentic AI analytics, content development, Next Best Action
• Leverage customer data, segmentation, and behavioral analytics to optimize engagement.
• Partner with Commercial Analytics to develop dashboards and KPIs.
• Use customer insights to continuously improve campaign effectiveness.
• Apply AI-enabled insights where appropriate to personalize customer interactions.
• Monitor omnichannel performance metrics and recommend optimization strategies.
• AI-enabled personalization
• Marketing automation
• Next Best Action recommendations
• CRM optimization
• Content personalization
• Digital measurement frameworks
• Manage digital agencies and marketing partners.
• Oversee campaign development from strategy through execution.
• Manage agency budgets and performance expectations.
• Ensure projects are delivered on time and within budget.
Education and Experience
• Bachelor's degree required; MBA preferred.
• 10+ years of pharmaceutical or biotechnology commercial experience.
• 5+ years of pharmaceutical marketing experience.
• Experience leading omnichannel customer engagement programs.
• Experience launching or marketing specialty pharmaceuticals.
• Demonstrated success working within highly regulated environments.
• Strong understanding of CRM platforms (Veeva CRM, Salesforce).
• Experience using customer analytics and marketing automation.
• Strong project management and leadership skills.
Knowledge and Skills
• Strong marketing acumen: strategy, market research, segmentation, brand positioning, tactical plan development
• Passion and empathy for building meaningful experiences with patient and HCPs
• Analytical mindset with ability to derive insights from data
• Graphic and organizational support for presentations; narrative storytelling
• Experience with Canva, Power Point, slide making
• Creativity and innovation, with analytical problem-solving skills
• Omni-channel program management and support
• Experience using GenAI tools for content creation
• Highly organized with the ability to manage multiple priorities
• Action-oriented, collaborative, and comfortable operating with autonomy
• Adaptable and effective in a fast-paced, evolving environment
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Based upon job requirements, employee may be required at times to attend meetings including travel out of state over weekends and nights. Employee must be able to freely operate and travel by car and train/plane modes of transportation. Employee is required to have a valid driver's license and means of transportation.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be able to fly via commercial air carrier. This is largely a sedentary role; however, the employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; talk and hear. Occasionally it is required to lift and/or move light to moderate weight up to 25 lbs.
Location/Travel
• This position is based at RRD's Headquarters in Bridgewater, NJ.
• Approximately 20 % of travel is required
FLSA Classification
• This position is considered Exempt.
Disclaimer
The expected base salary range for this position is $190,000 to $250,000 per year. The actual salary offered will be determined based on job-related factors, including experience, qualifications, skills, internal equity, market conditions, and work location.
This position is eligible to participate in the company's annual performance-based incentive program, subject to the terms of the applicable plan. Eligible employees receive benefits including medical, dental, and vision coverage; a 401(k) plan with company contributions; life and disability insurance; paid time off and holidays; and paid and unpaid leave programs. Eligibility is subject to applicable plan terms and company policies.
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