Associate Director, Digital Innovation

About the Role

This role is responsible for driving CSL’s digital customer engagement priorities, with a primary focus on Social Media and AI, aligned with Commercial and Medical objectives, brand strategies, and the broader Omnichannel Strategy. The position will lead the alignment of Social Media strategy in a single Center of Excellence (COE), enabling cost and operational efficiencies, development guidelines, improved resource planning, and standardized processes. The role will also explore and steward AI use cases related to Digital Customer Engagement or Innovation, ensuring alignment with the broader Omnichannel and AI Strategies.

Responsibilities

• Drive emerging digital and omnichannel innovation to advance digital maturity, customer experience, and omnichannel effectiveness across the enterprise, primarily focusing on Social Media and AI.
• Develop a digital shared service to scale consistent and high-quality customer experiences across social media in all geographies, and across Commercial and Medical.
• Collaborate with Corporate Communications to establish enterprise-wide social brand strategy, presence, and activation for all types of digital/social media deliverables.
• Establish and implement design principles to introduce efficiencies in social media outreach.
• Implement Social Media strategy to drive traffic via digital channels as a standard process.
• Interface regularly with relevant stakeholders in Commercial and Medical, globally, to ensure Social Media needs are met, leveraging the Omnichannel Champion Network.
• Engage across the CSL enterprise to set standards and processes related to demand management, maximizing I&T resources and the US and International Omnichannel teams to embed the strategy.
• Coordinate with Commercial Excellence Functions in alignment with OCE to establish digital engagement plans along the brand launch process.
• Establish and track service and performance level KPIs; partner with I&A to develop standardized metrics and integrated reporting and dashboards.
• Communicate, influence, and collaborate with US and INT Marketing, Affiliate Marketers, I&T Commercial Applications team, platform partners, and omnichannel capability teams to ensure integration of frameworks, tools, and ways of working.
• Understand the landscape of social media in terms of competitive intelligence, influencers, and AI trends to create insights that inform the Omnichannel Strategy.
• Understand the landscape of AI as it relates to digital customer engagement within the Commercial and Medical space, partnering with colleagues to ensure aligned adoption rather than duplicative effort.

Skills and Experience

• Bachelor’s or Master’s degree in a scientific or business field.
• 10+ years’ experience in the pharmaceutical/biotechnology industry, specifically in Marketing or digital communications.
• Ability to provide thought leadership in Social Media, including ideas and unique insights that guide, shape, and influence brand strategies, as well as a deep understanding of the competitive landscape.
• Strong AI understanding and appetite to develop thought leadership.
• Knowledge and experience of design thinking, proof of concept, and value realization models, preferred.
• Strong interpersonal skills to quickly build rapport and credibility with CSL leaders and key external stakeholders.
• Knowledge of relevant business, legal, compliance, privacy, security, and regulatory requirements.
• Experience working in an international environment and with matrixed, cross-functional teams.
• Excellent negotiation, communication, and relationship-building abilities.
• Strong change and leadership skills, with the ability to influence without authority.
• Demonstrated ability to partner effectively with colleagues focused on the broader Omnichannel Strategy and AI Strategy, maintaining a clear, non-duplicative scope of ownership.