Director, Customer Experience Effectiveness Lead na Commercial
Commercial · Waltham, Estados Unidos Da América · Hybrid
- Senior
- Escritório em Waltham
The Customer Experience Effectiveness Lead is responsible for establishing measurement frameworks and defining and operationalizing key performance indicators (KPIs) for omnichannel customer engagement across healthcare professionals (HCPs) and consumers. As a strategic partner to the Customer Experience and Brand Marketing teams, this role bridges marketing, measurement, and data operations to ensure customer experiences are measurable, scalable, and continuously optimized. Responsibilities include defining what “good” looks like, establishing a robust tracking framework, ensuring insights are actionable and embedded in decision-making, and supporting the development of processes and testing strategies to drive ongoing improvement based on learnings.
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 measurement frameworks that assess the effectiveness of customer experience at the individual tactics level and at the organization strategy level, evaluating impact, efficiency, cost savings, and performance lift across omnichannel initiatives
- Define metadata/tagging requirements, and tracking processes to enable robust performance monitoring
- Partner with Customer Experience Marketers and Brand teams to define engagement KPIs and success measures aligned with brand strategies and customer experience objectives
- Build scalable processes and templates to standardize measurement and reporting across brands and channels
- Partner with Data Analytics & Insights, Customer Experience, and IT teams to translate business needs into measurement requirements and ensure seamless execution
- Develop and refine dashboards to visualize performance and enable timely, insight-driven decisions
- Collaborate with Brand and Customer Experience teams to ensure engagement metrics are embedded in planning and campaign execution
- Participate in pilot initiatives to establish effective measurement practices from the outset and guide the implementation of metrics and tools
- Support experimentation approaches, such as A/B testing design, to validate effectiveness of customer engagement tactics
- Identify data gaps or misalignments across systems and collaborate with Data and IT teams to improve measurement infrastructure
- Drive continuous improvement through identifying insights, surfacing learnings, and refining measurement strategies over time
- Educate cross-functional teams on KPIs, measurement principles, and testing methodologies to foster data-driven decision-making
- Document and drive adoption of best practices
- Strong understanding of omnichannel marketing metrics and how to define and track engagement across channels and customer journeys (i.e., tagging strategies, campaign tracking, marketing data structures)
- Demonstrated ability to create KPI frameworks, measurement models, dashboards, and testing strategies
- Skilled in outcomes-based, data-driven decision-making to guide strategy and optimize performance
- Excellent collaboration skills and ability to work across various functions, levels, and external partners
- Excellent communication and requirements-gathering skills, with the ability to translate business needs into technical specifications
- High attention to detail and a systems mindset to support measurement infrastructure design and optimization
Qualifications
Minimum Education & Experience Requirements:
Bachelor’s degree required; advanced degree preferred (e.g., in Marketing, Analytics, Information Systems, or related fields)
12+ years of professional marketing or related experience
Preferred Skills and Knowledge Qualifications:
- 8+ years of experience in digital marketing, marketing analytics, or customer experience measurement, ideally in a pharmaceutical or other regulated industry
- Hands-on experience defining KPIs, designing dashboards, and supporting measurement for omnichannel campaigns
- Familiarity with pharmaceutical compliance requirements and privacy considerations related to customer engagement data
- Demonstrated success working in cross-functional environments to implement data-driven marketing strategies and tools
Travel Requirements:
Overnight travel <10%
#LI-TT1 #LI-hybrid
