Associate Director, Patient Adherence Solutions (CRM+)

MSD•North Wales, PA

2d•$142,400 - $224,100•Hybrid

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 receive a consistent, coordinated adherence experience across digital and vendor-managed touchpoints. The role manages CRM operations, companion app coordination, refill program performance, adherence metrics, and brand-specific program configurations. It coordinates adherence touchpoints with hub operations and supports post-launch operationalization, issue escalation, testing, and refinement of adherence capabilities. The position is hybrid, with the primary location 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, including 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 to own daily execution for assigned brands, with consistency and reliability as priorities.
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, or equivalent degree.
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.
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 can 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 and ensure 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 launch content.
Coordinate with Access and Affordability hub operations teams to sequence adherence touchpoints appropriately.
Escalate operational issues and performance gaps, including CRM workflow failures, vendor SLA misses, and spikes in patient drop-off.
Support post-launch adherence operations by identifying adherence challenges, updating workflows, and refining programs.
Coordinate with brand teams on campaign setup, content updates, launch coordination, and ongoing program optimization.
Coordinate day-to-day delivery with CRM, refill, and counseling vendors, including SLA tracking, issue resolution, and data feed management.
Support testing and go-live of new adherence capabilities for assigned brands.
Support integration of adherence performance data into CoE dashboards and alignment of metrics.
Coordinate with DHH on CRM data quality, platform configuration, and integration troubleshooting.