Associate Director, Customer Experience Marketer bei Commercial
Commercial · Waltham, Vereinigte Staaten Von Amerika · Hybrid
- Senior
- Optionales Büro in Waltham
The Customer Experience Marketer is a strategic partner to the Brand Marketing team, responsible for defining the customer experience strategy and designing tactical omnichannel marketing plans across multiple audiences, including healthcare professionals (HCPs) and consumers. This role combines a deep understanding of omnichannel marketing with strong cross-functional collaboration skills to design and optimize data-driven, insight-led customer experiences that align with brand strategy and drive business growth. This role will also be responsible for advancing omnichannel orchestration capabilities across the organization by leading cross-functional initiatives and educating stakeholders on tools and best practices.
Alkermes has adopted a hybrid working environment to support and meet the needs of employees and this role will operate in a flexible environment with 60% of time in the office and 40% from home.
Responsibilities
Key Responsibilities:
- Establish trust and credibility with Brand Marketing as a data-driven customer experience expert that aligns customer experience strategy with brand goals
- Translate customer insights into actionable engagement strategies and channel-mix recommendations that maximize impact
- Collaboratively design customer experience maps for customer segments that align the right content with the right channels based on customer needs and brand strategies
- Develop detailed cross-channel tactical marketing plans including campaign design, business rules, measurement strategy, and metadata requirements to support analytics
- Collaborate with stakeholders across Marketing, Data Analytics & Insights, Sales, and partners (agencies, media, third party program partners, etc.) to drive aligned channel execution
- Define success measures for omnichannel campaigns and monitor performance against objectives while in-flight and retrospectively
- Partner with Data Analytics & Insights to evaluate business impact, uncover insights, drive continuous optimization, and inform ongoing customer experience refinement
- Advance the evolution of cross-brand omnichannel orchestration capabilities by identifying new opportunities, leading cross-functional working groups, and driving adoption
- Educate and enable brand teams and other stakeholders on omnichannel capabilities, engagement frameworks, and best practices
- Capture and document best practices to foster knowledge sharing and continuous improvement in omnichannel customer experience
Skills & Abilities:
- Strong organizational skills with the ability to work on multiple projects simultaneously
- Demonstrated ability to lead, advocate, influence, and collaborate across various functions, levels, and external partners
- Strong business acumen, with a working knowledge of data, technology, marketing, and commercial strategy
- Excellent communication, presentation, and interpersonal skills with the ability to simplify complex concepts for diverse audiences
Qualifications
Minimum Education & Experience Requirements:
Bachelor’s degree required; advanced degree preferred
10+ years’ experience in digital or omnichannel marketing
Preferred Skills and Knowledge Qualifications:
Solid understanding of regulatory and compliance related concepts that govern biopharmaceutical commercial activities, or similar experience from other regulated industries
Experience with marketing in complex, multi-stakeholder environments (B2B, account-based, etc.)
Familiarity with pharmaceutical industry best practices and evolving trends in omnichannel customer experience
Travel Requirements:
Overnight travel <10%
#LI-TT1 #LI-hybrid
