Director, Omnichannel Strategy, AI & Customer Engagement, Endocrinology

About the role

Recordati Rare Diseases, Inc. (RRD) develops high-impact therapies for devastating rare diseases, focusing on providing often overlooked treatments to underserved communities in the U.S. The mission is to mitigate the impact of rare diseases through increased awareness, improved diagnoses, and enhanced treatment availability across endocrinology, metabolic, and oncology franchises.

Reporting structure: Reports to the Senior Director Marketing – Endocrinology. No direct reports.

The Director, Omnichannel Strategy, AI & Customer Engagement leads the development and execution of integrated customer engagement strategies across the endocrinology franchise, with primary responsibility for Cushing’s syndrome and acromegaly. This leader creates personalized, data-driven engagement strategies that improve customer experience, strengthen relationships with healthcare professionals (HCPs), patients, and caregivers, and drive commercial performance. The role works closely with Brand Marketing, Sales, Medical Affairs, Market Access, Patient Services, Digital, Analytics, and Commercial Operations to build omnichannel engagement capabilities that optimize customer interactions throughout the treatment journey while ensuring regulatory and legal compliance.

Responsibilities

• Develop and lead the integrated customer engagement strategy across the endocrinology portfolio.
• Design personalized omnichannel engagement plans aligned with brand objectives and customer preferences.
• Translate brand strategy into measurable customer experiences across digital and personal channels.
• Develop customer journey maps for healthcare professionals, patients, caregivers, and office staff.
• Identify unmet customer needs and opportunities to improve engagement.
• Integrate Agentic AI analytics, content development, and Next Best Action.
• Leverage customer data, segmentation, and behavioral analytics to optimize engagement.
• Partner with Commercial Analytics to develop dashboards and KPIs.
• Use customer insights to continuously improve campaign effectiveness.
• Apply AI-enabled insights to personalize customer interactions.
• Monitor omnichannel performance metrics and recommend optimization strategies.
• Manage AI-enabled personalization, marketing automation, Next Best Action recommendations, CRM optimization, content personalization, and digital measurement frameworks.
• Manage digital agencies and marketing partners.
• Oversee campaign development from strategy through execution.
• Manage agency budgets and performance expectations.
• Ensure projects are delivered on time and within budget.

Requirements

• Bachelor’s degree required; MBA preferred.
• 10+ years of pharmaceutical or biotechnology commercial experience.
• 5+ years of pharmaceutical marketing experience.
• Experience leading omnichannel customer engagement programs.
• Experience launching or marketing specialty pharmaceuticals.
• Demonstrated success working within highly regulated environments.
• Strong understanding of CRM platforms (Veeva CRM, Salesforce).
• Experience using customer analytics and marketing automation.
• Strong project management and leadership skills.

Skills

• Strong marketing acumen: strategy, market research, segmentation, brand positioning, tactical plan development.
• Passion and empathy for building meaningful experiences with patients and HCPs.
• Analytical mindset with ability to derive insights from data.
• Graphic and organizational support for presentations; narrative storytelling.
• Experience with Canva, PowerPoint, slide making.
• Creativity and innovation, with analytical problem-solving skills.
• Omni-channel program management and support.
• Experience using GenAI tools for content creation.
• Highly organized with the ability to manage multiple priorities.
• Action-oriented, collaborative, and comfortable operating with autonomy.
• Adaptable and effective in a fast-paced, evolving environment.

Work environment

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Based on job requirements, the employee may be required to attend meetings including travel out of state over weekends and nights. The employee must be able to freely operate and travel by car, train, and plane, and must have a valid driver’s license and means of transportation.

Physical demands

The employee must be able to fly via commercial air carrier. This is largely a sedentary role; however, the employee frequently is required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, talk, and hear. Occasionally it is required to lift and/or move light to moderate weight up to 25 lbs.

Location & travel

This position is based at RRD’s Headquarters in Bridgewater, NJ. Approximately 20% travel is required.

Pay

The expected base salary range for this position is $190,000 to $250,000 per year. The actual salary offered will be determined based on job-related factors, including experience, qualifications, skills, internal equity, market conditions, and work location. This position is eligible to participate in the company's annual performance-based incentive program, subject to the terms of the applicable plan. FLSA classification: Exempt.

Benefits

• Medical, dental, and vision coverage
• 401(k) plan with company contributions
• Life and disability insurance
• Paid time off and holidays
• Paid and unpaid leave programs

Eligibility is subject to applicable plan terms and company policies.