SR AD, Omnichannel

BoehringerPRD•Johns Creek, GA

About The Position

The Senior Associate Director, Omnichannel Strategy & Customer Experience Innovation leads the development, execution and optimization of omnichannel engagement strategies across the U.S. Animal Health business. This role turns brand, species and customer strategies into coordinated, compliant and measurable experiences across digital, field, retail, event and partner touchpoints. This role strengthens how veterinarians, pet owners, producers, retailers and partners experience Boehringer Ingelheim Animal Health across the full customer journey. It works across Marketing, Sales, Retail, Customer Facing Excellence, Analytics, Data Management, IT, global teams and external partners to ensure engagement is integrated, customer-centered, commercially relevant and continuously improving. In addition to omnichannel strategy, journey orchestration and coordinated activation, this role helps shape the future of customer engagement by identifying experience improvements, testing new models, applying emerging capabilities and supporting more integrated, agile ways of working. Help Shape Omnichannel Engagement and Customer Experience in Animal Veterinarians, pet owners, producers, retail partners and other customers increasingly expect relevant, seamless and meaningful engagement. Boehringer Ingelheim Animal Health is evolving from channel-based execution toward a connected omnichannel ecosystem, where marketing, sales, retail, digital, event and service touchpoints work together to create a stronger customer experience. Within Commercial Excellence, this role helps define and operationalize engagement across the ecosystem. It partners with Marketing and cross-functional teams to translate business priorities, brand strategies, customer insights and behavioral signals into coordinated journeys, channel plans, engagement approaches and practical innovation opportunities. The ideal candidate understands how marketing, data, technology, content, channels and insights come together to create relevant, measurable experiences. They can influence across a matrixed organization, partner with brand teams and help teams adopt more integrated ways of working. This person moves fluidly between strategy, execution and innovation, connecting business priorities with omnichannel activation and customer experience evolution. They are comfortable identifying opportunities, aligning stakeholders, testing new approaches and turning learnings into scalable strategies. Why this role matters Veterinary professionals and partners increasingly expect relevant, seamless and meaningful engagement. Delivering this requires continuous experimentation, learning and evolution. This role helps Boehringer Ingelheim Animal Health stay at the forefront of customer experience innovation.

Requirements

Bachelor’s degree required; advanced degree preferred
10+ years of experience in omnichannel strategy, customer engagement, customer experience, digital marketing, CRM, MarTech, lifecycle marketing, commercial strategy or related fields
Strong understanding of customer journey orchestration, integrated engagement planning and coordinated activation
Experience translating business, brand and customer strategies into measurable engagement plans
Ability to collaborate across marketing, sales, data, analytics, IT, agencies and senior stakeholders
Strong commercial acumen with the ability to connect engagement strategy to business outcomes
Analytical mindset with ability to use insights and data to guide decisions
Experience with segmentation, personalization, marketing automation, experimentation or agile ways of working preferred
Strong stakeholder management, influence, communication, facilitation and executive presence
Ability to lead through ambiguity, drive alignment and support change in a matrixed environment
High learning agility, adaptability and resilience in a fast-paced environment
Must be legally authorized to work in the United States without restriction.
Must be willing to take a drug test and post-offer physical (if required).
Must be 18 years of age or older.

Nice To Haves

Experience with segmentation, personalization, marketing automation, experimentation or agile ways of working

Responsibilities

Develop and operationalize omnichannel strategies across companion animal, equine and livestock businesses. Partner with Marketing and cross-functional teams to align engagement with customer needs, commercial priorities, brand objectives and measurable outcomes
Identify opportunities to improve customer experiences across digital, commercial, field, retail and service touchpoints. Help teams address friction, unmet needs and opportunities for more relevant, intuitive and connected experiences
Design, coordinate and optimize journeys across marketing, sales, retail, events and digital environments. Ensure engagement plans support the full customer journey rather than isolated channel activities
Translate brand strategies, campaign objectives, customer insights and business priorities into actionable omnichannel plans, including channel roles, content, data, audience segmentation, timing, measurement and operational needs
Explore practical new engagement models across digital, commercial and hybrid touchpoints. Assess where emerging channels, technologies, data signals, automation or interaction models can improve engagement, relationships or efficiency
Lead or support pilots that evaluate new engagement approaches before scaling. Partner with Marketing, Analytics, Data Management, agencies and technology partners to define learning objectives, success measures, scope and recommendations
Shape how marketing technology supports journey orchestration, activation, personalization, segmentation, trigger-based engagement, experimentation and measurement. Collaborate with agencies, platform partners, IT, global teams and hub resources to apply capabilities in service of customer and business goals
Use customer insights, analytics, engagement signals and performance data to identify improvement opportunities. Translate insights into recommendations that help teams prioritize, optimize journeys and make faster, more customer-centered decisions
Establish clear ways of working for omnichannel planning, activation, measurement and optimization. Partner with Analytics, Data Management, Marketing and execution teams to define KPIs, tagging, reporting and learning agendas
Help shift the organization from channel-based marketing to integrated omnichannel engagement. Influence stakeholders, coach teams and support adoption of new ways of working across Marketing, Commercial Excellence, Sales, Retail, Data, Analytics, IT and agency partners
Identify opportunities to improve customer experience and engagement effectiveness. Balance strategy, execution and innovation by scaling practical engagement strategies, improving journey coordination, testing new approaches and embedding customer-centered omnichannel thinking into business planning