Director, Global Customer Engagement Platforms

Alnylam Pharmaceuticals • Cambridge, MA

7d • Hybrid

About The Position

Overview:
The Director, Global Customer Engagement Platforms leads business product ownership for Alnylam’s CRM and CDP ecosystems, ensuring they enable compliant, data-driven customer engagement across the U.S., with a clear eye toward scalability and applicability in international markets.
This role defines how customer data, consent, segmentation, and personalization come together to support meaningful, measurable engagement across email, field-enabled, and digital channels. While the primary focus is U.S. execution, the Director is accountable for designing standards, configurations, and operating models that can be reused outside the United States without creating market-specific one-offs.
The Director, Customer Engagement leads a team of customer engagement leaders and serves as the people manager. Together, this team ensures consistent execution standards across markets while allowing for appropriate regional variation.
A critical aspect of this role is close partnership with the International Omnichannel Operations lead to ensure that customer engagement capabilities designed centrally can be executed effectively in non-U.S. markets. The Director works closely with IT technical product owners, Analytics, Content Enablement, and Omnichannel Operations to translate engagement strategy into scalable, compliant execution.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Data Analytics, Engineering, or a related technical discipline.
• 10+ years of experience in CRM, marketing automation, or data-driven customer engagement, including leadership roles in regulated environments.
• Proven experience as a business product owner for CRM and/or CDP platforms in complex organizations.
• Deep understanding of segmentation, identity resolution, consent management, and journey orchestration.
• Hands-on familiarity with data flows, integrations, APIs, and analytics connectivity.
• Demonstrated ability to design engagement frameworks that scale across regions while meeting local regulatory requirements.
• Experience partnering with IT on SDLC, release planning, and incident management.
• Strong systems thinking and judgment in balancing standardization with regional execution needs.
• Product-minded approach to platform ownership and delivery.
• Credible partner across IT, analytics, operations, and international stakeholders.
• Ability to communicate complex technical concepts clearly to business audiences.

Nice To Haves

• Advanced degree preferred.
• Experience in pharma or biotech preferred; background in consumer packaged goods or other scaled digital environments a plus.

Responsibilities

• Platform Ownership & Global Governance
• Serve as business product owner for CRM and CDP platforms, setting priorities aligned with enterprise data, engagement, and compliance goals.
• Define and enforce standards for audience segmentation, data hygiene, consent management, and journey orchestration.
• Design configuration frameworks for journeys, triggers, and audience activation that support reuse across regions through configuration rather than customization.
• Partner closely with the International Omnichannel Operations lead to ensure engagement standards are executable and scalable outside the U.S.
• Operational Enablement
• Translate marketing and omnichannel needs into actionable platform requirements, workflows, and data models.
• Partner with Omnichannel Operations to ensure data, audiences, and personalization logic are ready prior to campaign launch.
• Maintain platform documentation, including configuration standards, naming conventions, and data flow definitions.
• Ensure access controls, role permissions, and audit readiness across internal teams and agencies.
• Compliance & Data Stewardship
• Embed privacy, consent, and preference management into all CRM and CDP workflows.
• Ensure platforms meet data security, retention, and audit requirements under GDPR, HIPAA, and other applicable regulations.
• Partner with Data Governance and Compliance on incident response and ongoing risk mitigation.
• Performance & Optimization
• Define and track KPIs related to platform performance, adoption, and execution efficiency.
• Establish feedback loops between Analytics, Operations, and Marketing to improve segmentation and personalization quality.
• Identify opportunities to automate workflows, improve deliverability, and increase targeting precision over time.
• Partnership & Change Management
• Act as the primary business counterpart to IT for CRM and CDP platforms, jointly managing backlog and prioritization.
• Collaborate with Content Enablement Platforms to ensure content, metadata, and assets integrate cleanly into engagement workflows.
• Lead enablement and change-management efforts to drive consistent platform adoption across regions.
• Oversee external vendors and service providers supporting configuration and fulfillment work, enforcing quality and performance standards.

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: Director