Senior Associate Director, Medical Customer Experience Lead, Specialty - On-site/Hybrid

Description

This is a Hybrid position, requiring the individual to work on-site at our Ridgefield, CT office 2-3 days per week. Preference will be given to candidates who are either local or can commute to our Ridgefield, CT office.

The Senior Associate Director, Medical Customer Experience Lead is responsible for orchestrating TA is responsible for orchestrating a medical customer experience, campaigns, content strategy and budget that is aligned with the asset strategy. This role leads content strategy activities with the TAs and works with agencies on content development to ensure the creation of clear, concise, consistent content for customers. This includes owning partnerships with agencies and content development budgets for medical content creation for the generation of ethical and scientifically rigorous medical content.

The SR AD, Medical Customer Experience Lead collects and consolidates insights (new and existing) to inform customer experience strategy, campaigns and content. With a deep understanding of strategic campaign management and a collaborative approach, the incumbent works with the therapeutic area and leads a team of Medical Customer Experience Team Members to drive the campaign and tactics forward and ensure the timely and efficient development, execution and measurement of TA specific content.

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Duties & Responsibilities

• Collaborates with Director, Customer Experience and the TAs to develop, execute and manage the roll-out of the US Medicine Customer Experience Strategy aligned with the Integrated Brand Plans/Medical Affairs Plans for BIPI.
• Responsible for developing and driving the execution of agile engagement and content creation strategies and plans that cater to unmet needs of medical customers.
• Acts as a change agent with the TAs and Medical, Legal and Regulatory to develop Medical content campaigns and sharing of content through all channels.
• Explores opportunities to expose broader BI organization to Medicine Digital strategy and build further alignment and collaboration.
• Works closely with TAs and Medical Affairs Strategy Advisors to understand, translate, and orchestrates execution of TA-specific activities across CDMA.
• Develops and executes against customer experience plan including content & channel strategy, required training and measurement approach.
• Leads a team that executes and manages the orchestration of TA aligned medical content development initiatives, including cross functional collaboration, HPRC review, educational campaigns and managing agency deliverables.
• Helps coordinate website content and features with Medicine (all functional areas), Global, and Public Relations & Communications colleagues.
• Collaborates with Learning & Capability Development and CDMA Process & Quality Leads to define processes, standards, and trainings to build CDMA capabilities in developing systematic, effective, and scientifically rigorous TA specific medical content.
• Oversees the selection and management of external agencies in support of content development and implementation.
• Drives alignment across Medicine Excellence, GTM delivery teams, and external 3rd party teams to efficiently plan and produce TA-specific content and medical website standards and best practices.
• Conducts competitive research on emerging technology and capabilities to develop medical website strategy.
• Works with TAs, Customer Engagement Strategists, A&I, GTM, and Medical Insights & Reporting to gather data and define the strategic direction to analyze, track, and improve the orchestration TA specific activities across CDMA.
• Partners with BI’s Analytics & Insights team on reporting and analytics and to conduct market research.
• Works on digital and content creation initiatives with Medical Affairs Strategists and US / Corporate customer-facing teams.
• To drive innovation, embraces continuous process improvement and shapes the US digital and customer experience for all Medical Customer engagement activities.
• Responsible for talent identification, hiring, development and retention, in close alignment with HR, Direct Manager and/or Functional Head.
• Builds and maintains a highly skilled team of energized and engaged employees.
• Actively participates in talent development discussions for team to identify and grow talent.
• Ensures team members are aware of their accountabilities, responsibilities, and deliverables.

Requirements

• Bachelor's degree in life sciences required; advanced degree preferred; clinical expertise, and/or relevant experience in the disease area within the pharmaceutical industry preferred.
• Clinical expertise, and/or relevant experience in the disease area within the pharmaceutical industry preferred.
• Minimum of five-plus (5+) years customer experience / content strategy/ content development function required. Experience within the pharmaceutical industry preferred. Additional work experience around digital project management / strategy is strongly preferred.
• Minimum of three (3) years' experience leading and developing people / teams
• Demonstrated understanding of pharmaceutical industry content creation, customer engagement technologies / application & industry regulations.
• Demonstrated cross-functional collaboration experience required.
• Strong track record in developing and implementing HCP content strategies including evaluation of unmet needs, targeting & segmentation and content creation across multiple delivery channels.
• Requires therapeutic area knowledge with proven ability to define and drive tactical strategies to efficiently produce quality scientific content
• Demonstrated knowledge in Customer Experience and omnichannel execution; life sciences experience preferred but not required.
• Experience working in highly matrixed, cross-functional teams (locally & globally); demonstrated ability to help set vision, direction and upskill others.
• Strong project management skills, with demonstrated ability to work on multiple projects efficiently and in a timely manner, are important. Excellent written and oral communication skills are required. Must embrace innovation and creativity and exhibit problem-solving skills.
• Demonstrated people leadership with ability to define strategy and lead teams effectively.
• Demonstrated competencies in Agility, Accountability, and Intrapreneurship: fast decision-making, flexibility, ownership, outcome-based thinking, results orientation, and smart risk-taking.

Eligibility Requirements:

• 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.

Compensation

This position offers a base salary typically between $163,000 and $248,000.  The position may be eligible for a role specific variable or performance based bonus and or other compensation elements.  For an overview of our benefits please click here.