Associate Director, Customer Experience Marketing

Alkermes

3d • Hybrid

About The Position

The Associate Director, Customer Experience Marketing is a strategic, detail‑oriented cross‑functional connector responsible for driving efficiency, consistency, and performance across Customer Experience Marketing. This role enables seamless execution by optimizing processes, aligning MarTech capabilities with business needs, and ensuring that customer experience initiatives operate with clarity, governance, and measurable impact. The leader partners closely with Marketing, Operations, IT, Data & Analytics, Compliance, and external vendors to support present and future‑state customer experience maturity. Alkermes has adopted a hybrid working environment to support and meet the needs of employees and this role will operate in a flexible environment with 60% of time in the office and 40% from home.

Requirements

• Bachelor’s degree required; advanced degree preferred
• 10+ years’ experience in omnichannel marketing or operations

Nice To Haves

• Strong leadership
• Solid business acumen
• Continuous improvement and/or change management skills
• Ability to influence without authority and interact with all levels of internal and external personnel
• Strong communication and presentation skills
• High degree of digital technology acumen

Responsibilities

• MarTech Integration & Enablement Serve as liaison between Marketing Technology sponsors and business stakeholders to align on current and future‑state capabilities, integrations, and roadmaps
• Support evaluation, onboarding, adoption, and governance of marketing tools and platforms that enhance customer experience and operational agility
• Manage user access, licenses, and permissions across the MarTech stack
• Operational Process Optimization Identify, design, and implement scalable processes to improve marketing execution, campaign delivery, and customer engagement outcomes
• Lead continuous improvement efforts leveraging best‑practice methodologies and governance frameworks
• Strategic & Stakeholder Alignment Align initiatives with Customer Experience Marketing long‑range planning and strategic priorities, ensuring transparency and shared understanding across teams
• Connect cross‑functional partners to ensure effective workflow integration across Operations, Marketing, IT, and external vendors
• Change Management, Governance & Best Practices Lead change management efforts related to MarTech adoption, process evolution, and capability scaling, providing documentation and training to support user enablement
• Establish, maintain, and socialize governance frameworks that ensure consistency, compliance, and operational excellence across commercial channels
• Training, Onboarding & Content Enablement Deliver onboarding and ongoing training for internal users and agency partners to drive adoption and effective use of customer experience and MarTech capabilities
• Support digital content development, deployment, and performance workflows to ensure efficient and consistent execution
• Performance Monitoring & Insights Define and track KPIs tied to operational efficiency, tool utilization, process performance, and customer experience impact; recommend improvements based on insights

Benefits

• In addition, this position is eligible for an annual performance pay bonus.
• Alkermes offers a competitive benefits package.
• Additional details can be found on our careers website: www.alkermes.com/careers#working-here

What This Job Offers

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