Director, Omnichannel Strategy, AI & Customer Engagement, Endocrinology

Recordati•Bridgewater, NJ

4d•$190,000 - $250,000•Onsite

About The Position

Recordati Rare Diseases, Inc. (RRD), North America, an affiliate of Recordati, develops therapies for rare diseases and works to improve awareness, diagnosis, and treatment availability for underserved communities. The Director, Omnichannel Strategy, AI & Customer Engagement leads integrated customer engagement across the endocrinology franchise, with primary responsibility for Cushing’s syndrome and acromegaly. The role develops personalized, data-driven strategies to improve experiences for healthcare professionals (HCPs), patients, caregivers, and office staff, strengthen relationships, and support commercial performance. Working across Brand Marketing, Sales, Medical Affairs, Market Access, Patient Services, Digital, Analytics, and Commercial Operations, the Director builds omnichannel capabilities and optimizes interactions across the treatment journey while ensuring compliance with regulatory and legal requirements. The role includes customer journey and campaign strategy, AI-enabled personalization, CRM and Next Best Action optimization, analytics and performance measurement, and oversight of digital agencies and marketing partners. It reports to the Senior Director Marketing – Endocrinology and is based at RRD headquarters in Bridgewater, New Jersey, with approximately 20% travel required.

Requirements

Bachelor’s degree required.
10 or more years of pharmaceutical or biotechnology commercial experience.
5 or more years of pharmaceutical marketing experience.
Experience leading omnichannel customer engagement programs.
Experience launching or marketing specialty pharmaceuticals.
Demonstrated success working in highly regulated environments.
Strong understanding of CRM platforms, including Veeva CRM and Salesforce.
Experience using customer analytics and marketing automation.
Strong project management and leadership skills.
Strong marketing acumen in strategy, market research, segmentation, brand positioning, and tactical plan development.
Analytical mindset and ability to derive insights from data.
Experience with Canva, PowerPoint, and presentation development.
Experience using GenAI tools for content creation.
Ability to manage multiple priorities; collaborative, action-oriented, adaptable, and effective in a fast-paced environment.
Valid driver’s license and means of transportation.
Ability to travel by car, train, and plane, including commercial air travel; approximately 20% travel is required.
Ability to perform the stated physical demands, including occasional lifting or moving of items up to 25 lbs.

Nice To Haves

MBA preferred.
Creativity and innovation with analytical problem-solving skills.
Experience creating meaningful experiences for patients and HCPs.
Narrative storytelling and presentation support skills.

Responsibilities

Develop and lead integrated customer engagement strategy across the endocrinology portfolio, particularly Cushing’s syndrome and acromegaly.
Design personalized omnichannel engagement plans aligned with brand objectives and customer preferences.
Translate brand strategy into measurable experiences across digital and personal channels.
Develop customer journey maps for HCPs, patients, caregivers, and office staff.
Identify unmet customer needs and opportunities to improve engagement.
Integrate Agentic AI analytics, content development, and Next Best Action capabilities.
Use customer data, segmentation, behavioral analytics, and customer insights to optimize engagement and campaign effectiveness.
Partner with Commercial Analytics to develop dashboards and KPIs.
Apply AI-enabled insights to personalize customer interactions where appropriate.
Monitor omnichannel performance metrics and recommend optimization strategies.
Advance AI-enabled personalization, marketing automation, Next Best Action recommendations, CRM optimization, content personalization, and digital measurement frameworks.
Manage digital agencies and marketing partners.
Oversee campaign development from strategy through execution, including agency budgets and performance expectations.
Ensure projects are delivered on time and within budget.
Support assigned brand HCP marketing and disease education, Salesforce promotion and field support, patient advocacy groups, medical society and congress/conference strategy and management, and competitive intelligence.