Associate Director, Customer Engagement Platforms

Alnylam Pharmaceuticals

2d

About The Position

The Associate Director, Customer Engagement Platforms is responsible for hands-on execution, configuration, and day-to-day operational support of Alnylam’s CRM ecosystem, with a primary focus on U.S. delivery and a clear eye toward global scalability.
This role ensures that customer engagement platforms are configured correctly, campaigns are executed reliably, consent and data rules are applied consistently, and issues are identified and resolved quickly. Working closely with the Director of Customer Engagement Platforms, Omnichannel Operations, IT, and Analytics, the Associate Director translates engagement standards into practical, working execution.
While the role is deeply involved in U.S. execution, it operates with a global mindset, supporting configurations, workflows, and practices that can be reused in international markets in partnership with the International Omnichannel Operations lead.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Data Analytics, Engineering, or a related technical discipline.
• 7–10+ years of experience working with CRM or marketing automation platforms in regulated environments.
• Hands-on experience configuring CRM platforms such as Veeva CRM, Salesforce Marketing Cloud, or similar tools.
• Strong practical understanding of audience segmentation, consent management, and journey execution.
• Experience supporting campaign execution, monitoring performance, and resolving issues in live environments.
• Experience partnering effectively with IT on releases and incident management while maintaining clear role boundaries.
• Strong execution mindset with comfort working directly in CRM platforms.
• Able to diagnose issues quickly and work through ambiguity to resolution.
• Detail-oriented, reliable, and steady under execution pressure.
• Product-minded approach to improving usability, repeatability, and execution quality.
• Clear communicator with strong collaboration skills across business, IT, and agency partners.

Nice To Haves

• Advanced degree a plus.
• Experience in pharma or biotech preferred; background in consumer packaged goods or other scaled CRM environments is an advantage but not required.

Responsibilities

• Configure and support CRM-based campaigns, journeys, triggers, and audience activation in alignment with approved standards.
• Support execution across field-enabled, email, and digitally integrated engagement workflows.
• Monitor campaign readiness and execution to ensure data, consent logic, and configurations are correct prior to launch.
• Act as a primary point of support for CRM execution issues, including segmentation errors, consent logic issues, trigger failures, or configuration defects.
• Troubleshoot issues in partnership with IT, clearly distinguishing configuration and execution issues from technical defects.
• Validate fixes and support re-launches or adjustments as needed.
• Apply and reinforce standards for segmentation, data hygiene, consent management, and journey configuration.
• Ensure CRM executions align with privacy, preference, and regulatory requirements, including GDPR and applicable U.S. regulations.
• Support audit readiness through accurate configuration, documentation, and access controls.
• Support platform documentation, including configuration guidance, naming conventions, and execution playbooks.
• Provide hands-on guidance to internal teams and agencies on correct CRM usage and execution practices.
• Identify recurring execution challenges and recommend pragmatic improvements to workflows or standards.
• Partner with the International Omnichannel Operations lead to support CRM configurations and execution approaches that can be reused outside the U.S.
• Coordinate with Omnichannel Operations to ensure data, audiences, and CRM readiness align with campaign sequencing.
• Work closely with external partners supporting CRM configuration and fulfillment, ensuring adherence to Alnylam standards and tools.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level