Associate Director, Patient Crm And Omnichannel Engagement Lead

Overview

• Lead the strategic development and execution of patient engagement initiatives within a global framework, ensuring alignment with organizational goals.
• Oversee the implementation of advanced CRM capabilities, enhancing patient-centric approaches and compliance adherence.
• Collaborate with cross-functional teams to design omnichannel strategies that elevate patient experiences and engagement.
• Define and enforce global standards for CRM and omnichannel execution frameworks to ensure consistency and effectiveness.
• Develop KPIs and metrics to measure program effectiveness and the impact of patient engagement strategies.
• Partner with IT and compliance teams to ensure data security and adherence to regulatory requirements.
• Drive organizational change initiatives to enhance adoption and utilization of CRM and omnichannel tools.
• Manage vendor relationships to optimize CRM and omnichannel platform services and support.

Key Responsibilities & Duties

• Develop and implement patient CRM strategies leveraging advanced platforms such as Salesforce Health Cloud.
• Collaborate with Patient Services and Brand teams to create impactful omnichannel engagement plans tailored to patient needs.
• Ensure compliance with all regulatory requirements in CRM processes and patient interactions.
• Translate patient journey insights into actionable strategies and personalized touchpoints for enhanced engagement.
• Enable timely and personalized patient interactions through intelligent data-driven alerts and insights.
• Define and enforce global standards for CRM and omnichannel execution frameworks to ensure consistency.
• Lead cross-functional collaboration to align CRM strategies with organizational objectives and patient-centric goals.
• Manage vendor relationships to ensure high-quality CRM and campaign execution support.

Job Requirements

• Bachelor's degree in Life Sciences, Business, Marketing, or related field; advanced degree preferred.
• Minimum 8 years of experience in patient CRM, digital marketing, or omnichannel engagement roles.
• Proficiency in Salesforce Health Cloud and equivalent patient CRM platforms.
• Experience managing omnichannel engagement programs and deriving actionable insights from data.
• Strong understanding of data privacy and regulatory considerations in patient-facing programs.
• Demonstrated leadership skills in motivating teams and managing cross-functional projects effectively.
• Exceptional communication and stakeholder engagement abilities to drive collaboration and alignment.
• Vendor management experience, including evaluation, selection, and performance optimization.