Director, Digital Customer Experience, Neuroscience

Ipsen•Cambridge, MA

8d•$190,500 - $270,000

About The Position

The Director, Digital Customer Experience (Omnichannel Marketing), Neuroscience is a critical member of the marketing team, responsible for defining and executing the digital approach and omnichannel engagement strategy/execution across the portfolio, which includes current approved indications for Dysport and potential approval for preventive treatment of migraine. This role leads and manages digital assets, tools, and omnichannel engagement to deliver measurable business impact, including: Creation and management of compelling assets to drive engagement and action. Orchestration of integrated customer experiences across personal, non-personal, and digital channels for healthcare providers, patients, and caregivers. Measurement, assessment and optimization of these experiences to ensure ongoing effectiveness and impact. This role requires deep expertise in omnichannel marketing, marketing technology, data and analytics, and campaign orchestration, as well as the ability to partner with brand teams and cross-functional partners to translate brand strategy into seamless engagement. The ideal candidate will have a strategic mindset, appreciation of good creative, strong technical/analytical skills, and a passion for using channel innovation to make a difference in the lives of patients and the HCPs who treat them.

Requirements

12+ years of commercial pharma experience, including U.S. omnichannel/digital roles in neuroscience and/or specialty markets. Toxin/migraine experience highly desirable.
Proven success defining and executing portfolio digital and omnichannel strategies and tactics to strengthen customer engagement and drive measurable business impact.
Extensive experience leading external agencies (media and creative) and managing significant budgets.
Deep expertise in marketing technology, CRM, content operations, and modular/personalized content.
Strong data and analytics capability, including closed-loop measurement and channel ROI optimization.
Experience deploying patient finding tools and digital capabilities.
Experience with major marketing technology platforms (e.g., CRM, marketing automation, CDP, and Veeva/Salesforce ecosystems).
Strong communication and interpersonal skills along with the ability to influence others.
Demonstrated ability to lead cross-functionally and influence senior stakeholders.
Mentally agile and solutions-oriented, with the ability to navigate ambiguity, adapt quickly, and drive practical solutions in a dynamic environment.
Ability to work with multiple internal cross-functional teams and successfully manage multiple projects simultaneously.
Knowledge of regulations associated with promotion and industry-supported scientific education activities.
Working within an environment of strict compliance to all appropriate regulatory guidelines.
Bachelor’s degree (BA/BS) required.
Fluent in English.

Nice To Haves

Toxin/migraine experience highly desirable.

Responsibilities

Own the strategy, development, prioritization, and lifecycle management of omnichannel assets, platforms, and related customer engagement capabilities across the U.S. Neuroscience portfolio.
Develop differentiated digital capabilities that enable personalized customer engagement, including segmentation, next-best-action decisions, patient identification, and other emerging engagement capabilities.
Partner across internal teams and external agencies to define requirements, implement new capabilities, and continuously optimize the omnichannel technology ecosystem.
Ensure all omnichannel assets, tools, and content are compliant with Medical, Legal, and Regulatory (MLR) requirements and governed through effective review, approval, and lifecycle management processes.
Develop omnichannel engagement strategies by defining customer segmentation, engagement objectives, communication strategies, and channel roles aligned to brand priorities.
Design integrated customer journeys that seamlessly connect personal, non-personal, and digital channels to deliver differentiated customer experiences.
Translate brand strategy into the execution of coordinated omnichannel engagement plans, aligning content, channels, and timing to maximize customer impact.
Establish omnichannel measurement frameworks, KPIs, and end-to-end analytics to evaluate performance, engagement, and business impact.
Champion identification of observations, implications, and insights to optimize channel investment, content, customer journeys, and overall omnichannel strategy.
Continuously lead required optimizations based on this learning.
Drive governance, prioritization, and alignment between Marketing, Sales and other relevant cross-functional partners.
Communicate and influence effectively at the executive level, including business reviews and leadership updates.