Associate Director, Omnichannel Orchestration

We need to output HTML fragment with sections: About the role? Actually we have "About The Department" content. Should we treat that as a section heading? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have headings like "About the Department" maybe not listed but we can use "About the Department" as heading? The examples include "About the role". But we can still use heading for department description. Probably okay. We must not repeat job title as heading. The job title is "Omnichannel Orchestration Therapeutic Area Lead". Not to repeat. We need to include sections only when posting has real specific content. We have content for About the Department, Responsibilities (Essential Functions etc), Qualifications, maybe Pay (base compensation range), maybe Benefits (list of benefits), maybe Schedule? Not given. Travel requirement is mentioned: Approximately 20-30% overnight travel required. That could be under Schedule? Not exactly schedule but maybe we can include a "Travel" section? Not in list. Could include under Responsibilities? Probably better to include a "Travel" note under Responsibilities or as a separate section? Since not in allowed headings, maybe we incorporate into Responsibilities as a bullet. We must not create Pay/Schedule/Benefits sections unless posting actually states them. Pay is stated: base compensation range $152,700 to $267,300. Also mentions bonus, long-term incentive, company vehicles. So we can include Pay section. Benefits: list of benefits: medical, dental, vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; voluntary benefits such as group legal, critical illness, identity theft protection. So we can include Benefits section. Schedule: Not given besides travel. Could we treat travel as schedule? Probably not. So omit Schedule. We need to remove boilerplate: cookie/navigation/legal/EEO etc. Not present. We need to preserve all substantive info. We need to format responsibilities as

• . The responsibilities list is long; we can break into bullet points summarizing each essential function. Must not invent or summarize away detail; we need to preserve all substantive information. That means we cannot condense too much; we need to keep the details. However we can keep each bullet as a sentence from the text. That's okay. We need to avoid duplication. Let's extract sections: - About The Department (paragraph) - The Position (maybe we can treat as overview? Could be omitted? It's a description of purpose. Could be part of About the role? Might be considered "About the role". We could make a section "About the Role" with that paragraph. The instruction says we can use About the role heading. So we can put that content there. - Responsibilities: list of essential functions (Customer Engagement Mapping and Test Planning, Customer Engagement Design & Optimization, Personalization Strategy Development & Optimization, Strategy Execution, Leadership & Team Management, Stakeholder Engagement & Collaboration, Compliance and Best Practices, Measurement, Optimization & Innovation). Also includes Relationships? That's more about reporting lines. Could be part of Responsibilities or separate? Might be considered part of role description. We'll include under Responsibilities. - Qualifications: list of qualifications. - Pay: base compensation range and bonus etc. - Benefits: list of benefits. - Travel: maybe include under Responsibilities as a bullet? Could add a bullet under Responsibilities: "Approximately 20-30% overnight travel required." Or we could add a separate section "Travel". Not in allowed headings but we could still include as a paragraph under Responsibilities. Safer to add as a bullet under Responsibilities. We must not include duplicated lines. Let's craft HTML. We'll start with

  About the Department

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  About the Role

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  The purpose of the Omnichannel Orchestration Therapeutic Area Lead is to develop and implement a comprehensive strategy for designing and orchestrating Therapeutic Area (TA) specific customer experience activation and channel strategies across paid, earned, owned digital properties, mass marketing channels, peer to peer, conventions and field CRM channels. This role is responsible for ensuring omnichannel customer experience strategies, related activities and tactics are aligned with the strategic goals of the commercial organization for a specific TA. Responsibilities include managing a team of Omnichannel Strategists and Specialists across the TA. This role is responsible for fostering an environment of continuous improvement and innovation to enhance TA-specific customer experiences; building strong cross-functional relationships; ensuring compliance to Legal, Regulatory and industry standards; establishing KPIs (key performance indicators) to measure and optimize engagement strategies.

  But note that some of that is also in Responsibilities. Might duplicate. However we need to preserve all substantive info; duplication may be okay but we should avoid unnecessary duplication. The "The Position" paragraph is essentially a summary of responsibilities. Could we omit it and let Responsibilities cover? The instruction: do not repeat the job title as a heading; but we can keep the description if it's not duplicate of responsibilities. However the responsibilities section will have detailed bullets; the summary may be considered redundant. Safer to include it as part of About the Role (overview) and then Responsibilities as detailed bullets. That's fine. Now Responsibilities: we need to list each essential function as bullet. Let's extract each bullet text: 1. Customer Engagement Mapping and Test Planning: - Conduct comprehensive customer journey activation mapping exercises to identify the optimal digital, mass media and in person touchpoints where customers interact with the brands within the TA, including paid, earned and owned media channels and integrating field touchpoints (or similar for HCP version of this role). - Collaborate with cross-functional teams, including Brand and Experience Intelligence, to gather insights into customer behaviours, preferences, pain points and expectations across relevant digital, mass and in person touchpoints. - Analyse customer behavioural data to identify opportunities for optimization and enhancement across identified digital, mass media and in person tactics. - Develop detailed touchpoint optimization plans, outlining specific initiatives to improve the customer experience at key touchpoints. - Develop A/B testing and experimentation strategies to validate proposed optimizations and measure their impact on customer engagement metrics. - Continuously monitor and evaluate touchpoint performance, iterating on optimization strategies based on real-time data and feedback 2. Customer Engagement Design & Optimization: - Develop customer experience activation plans across Paid, Earned and Owned digital properties, mass marketing channels, peer to peer, conventions and field CRM channels, ensuring a seamless and engaging experience for customers, actively analysing campaign and channel results for optimization. - Implement data-driven insights to personalize interactions at each stage of the customer journey. - Continuously refine strategies to enhance customer engagement and omnichannel strategy 3. Personalization Strategy Development & Optimization: - Utilize TA-level customer data and segmentation techniques to develop personalized customer engagement strategies tailored to different segments and personas. - Collaborate with Experience Intelligence and Experience Operations to leverage advanced analytics and machine learning algorithms for customer segmentation and predictive modeling. - Develop content personalization strategies that deliver relevant and timely messages to customers based on their preferences, behaviours and lifecycle stage. - Monitor the performance of personalized campaigns and initiatives, analysing key metrics such as engagement rates, conversion rates and customer lifetime value. - Iterate on personalization strategies based on performance insights, optimizing for continuous improvement and maximum impact on customer engagement 4. Strategy Execution: - Drives the design and development of TA-specific customer engagement strategies (i.e., tactical experience maps inclusive of digital, mass and in person channels) leveraging best practices and technologies. - Champions and monitors the outcomes of the Omnichannel and Marketing plans ensuring alignment with expected outcomes and ROI. - Partners with senior management to develop an overall TA-specific strategy and roadmap for long-term Customer Engagement initiative. - Leads cross-functional projects to enhance customer experiences (CX) and integrates into Omnichannel capabilities across various customer segments within the given TA 5. Leadership & Team Management: - Lead and develop a team of Experience Orchestration Strategists and Specialists in the creation of Customer Engagement strategies. - Set clear goals and expectations, provide regular guidance, feedback and support professional growth and development to drive continuous improvement and innovation within the team. - Align team and individual efforts with business objectives and Customer Experience (CX) goals 6. Stakeholder Engagement & Collaboration: - Develops relationships with internal departments and external suppliers to ensure successful execution of strategy. - Partners with the following teams: - Brand leadership, Marketing (e.g., brand marketers, market research, etc.) - Experience Intelligence and Commercial Insights & Analytics to develop customer engagement metrics - Experience Operations and Integrated Customer Engagement teams to incorporate capabilities and technologies required for current and future customer engagement strategies - Commercial Excellence and Innovation to leverage and pull through macro customer journeys 7. Compliance and Best Practices: - Maintains strong understanding of omnichannel best practices, Marketing and Regulatory/Legal aspects to ensure compliance with legal, quality and industry standards for customer engagement and data use. - Works closely with the Privacy Team to align programs with privacy laws. - Established and enforces governance procedures to ensure customer engagement and channel excellence and accountability. - Provides oversight and QA across all executional work 8. Measurement, Optimization & Innovation: - Analyses market dynamics and provides interaction projections for products guiding market research plans. - Works with the Experience Operations Team to optimize database platforms and patient acquisition. - Regularly reviews and adjusts omnichannel programs to optimize spend and meet ROI goals. - Encourages innovative approaches and strategies to maximize brand objective. - Encourages innovative omnichannel approaches and strategies to maximize brand/TA objectives Also Relationships: The Omnichannel Orchestration Therapeutic Area Lead reports directly into the Omnichannel Orchestration Lead, HCP or Patient respectively, as part of the Customer Experience & Marketing Enablement organization. This role manages a team of direct reports within the specific TA Omnichannel Orchestration team. Additionally, this role will regularly engage with stakeholders across the Omnichannel Orchestration team, as well as other teams across CXME including (list other teams). The Lead will work closely with brand and TA teams participating in TA/Brand squads and collaborates with stakeholders across the organization including Commercial Excellence, CIA, IT, Sales, Medical, Legal and Regulatory. We could incorporate that under Responsibilities as a bullet "Relationships" or maybe under a separate heading "Relationships". Not in allowed headings but could be under Responsibilities. We'll add a bullet. Also Physical Requirements: Approximately 20-30% overnight travel required. We'll add bullet under Responsibilities. Development Of People Supervisory: bullet. Now Qualifications: list each qualification as bullet. Let's extract qualifications: - A bachelor’s degree or equivalent experience is preferred with a concentration in Business, Marketing, or a related field - 10+ years of experience including progressively responsible experience within sales, brand management/marketing experience within the pharmaceutical or other related industry required - Exceptional experience in campaign development through customer experience orchestration, promotional asset execution and driving impactful customer experiences is required - Extensive experience working across Digital Marketing and technology spaces with fluency across Paid, Earned and Owned channels - Demonstrated ability to successfully develop, implement and deliver customer experience (CX) solutions in a complex, dynamic environment - Excellent strategic planning skills including the ability to translate strategy into tactics and operationalize for execution - Experience in customer tactical experience planning and driving impactful customer experiences is required - Experience in implementation of personalized marketing strategies - Proven knowledge of the pharmaceutical industry, or Life Sciences, including Medical, Regulatory and Clinical processes and market dynamics - Ability to manage complexity including the leadership of work across competing priorities and multiple teams - Strong strategic thinking and analytical skills including a data-driven mindset with the ability to translate insights into actionable marketing strategies to guide customer experience - Strong understanding of Regulatory, Compliance and ethical considerations when engaging customer segments - Proven track record of innovative CX tactics/high impact results (based upon metrics