Associate Director, Patient Adherence Solutions (CRM+)
About The Position
Owns day-to-day adherence operations for assigned brands or therapeutic areas, primarily focused on CRM configuration, companion app management, refill reminders, and coordination oversight. Serves as the primary adherence operations contact for assigned brand teams to ensure patients have a consistent, coordinated adherence experience across digital and vendor-managed touchpoints. The role manages daily CRM operations and companion app activity, monitors refill coordination performance and adherence metrics, executes brand-specific program configurations, and coordinates adherence touchpoints with hub operations. It also identifies and escalates operational issues, supports post-launch program refinement, coordinates with vendors, and supports testing and deployment of new adherence capabilities. The position is hybrid, based primarily in North Wales, Pennsylvania, and requires 10% travel.
Requirements
- At least 5 years of experience in biopharma patient services, CRM operations, digital health operations, or adherence program execution.
- Hands-on CRM experience with campaign management, workflow configuration, data quality monitoring, and issue troubleshooting.
- Experience managing companion app or digital health tool operations in a production environment.
- Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence.
- Strong operational discipline and reliability in owning daily execution for assigned brands.
- Vendor coordination skills, including managing delivery across multiple vendor types, tracking SLAs, and resolving operational issues.
- Bachelor's degree in Business, Marketing, or a related field.
- Skills in CRM integrations, customer loyalty programs, customer relationship management, data analysis, data management, engagement strategies, interpersonal relationships, liaison work, market access, retention strategies, solutions design, strategic planning, strategic thinking, and vendor communications.
Nice To Haves
- MBA or equivalent degree.
- At least 5 years of pharmaceutical marketing experience.
- Proven ability to innovate and deliver impactful patient support capabilities or solutions.
- Exceptional knowledge of digital trends and technologies that drive digital audience growth.
- Experience planning and managing budgets across channels while achieving high-volume growth targets.
- Ability to work in a fast-paced environment with multiple changing priorities.
- Proven ability to work in a matrixed organization with multiple stakeholders.
Responsibilities
- Manage day-to-day CRM operations for assigned brands, including campaign scheduling, workflow monitoring, data quality checks, content updates, and issue resolution.
- Oversee companion app operations, coordinating content updates, tracking user experience issues, and communicating with vendors about fixes and releases.
- Monitor refill coordination program performance, ensuring vendor-managed outreach meets refill timing targets and service-level agreements.
- Monitor adherence metrics daily and weekly, including refill rates, reminder response rates, program enrollment, persistence trends, and drop-off indicators.
- Configure brand-specific adherence programs in the CRM, including new campaigns, outreach rules, and content updates for launches.
- Coordinate with Access and Affordability hub operations teams to sequence adherence touchpoints correctly.
- Identify and escalate CRM workflow failures, vendor SLA misses, and increases in patient drop-off.
- Support post-launch adherence operations by identifying adherence challenges, updating workflows, and refining programs.
- Coordinate day-to-day campaign execution, SLA tracking, issue resolution, and data feed management with CRM, refill, and counseling vendors.
- Support testing and go-live of new adherence capabilities for assigned brands.
- Support adherence performance data integration into CoE dashboards and align performance metrics.
- Support CRM data quality, platform configuration, and integration troubleshooting for assigned brands.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Other insurance benefits for employees and family
- Retirement benefits, including 401(k)
- Paid holidays
- Vacation
- Compassionate days
- Sick days
- Annual bonus eligibility
- Long-term incentive eligibility, if applicable
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What This Job Offers
Job Type
Full-time
Career Level
Director
