Senior Ambassador Manager

Snow’s Ambassador Services Team is the backbone of the Patient Ambassador® Program, managing all Ambassador and patient/caregiver relations while planning and executing Ambassador-related projects. The Senior Ambassador Manager plays a pivotal role within this team, operating in a fast-paced environment to meet deadlines, multitask, and coordinate across divisions—including analytics, mentor program management, and coaching and training specialists.

This role serves as the primary point of contact for Ambassadors and oversees projects from start to finish, including contracting, needs assessment, project management, compliance, training, logistics, reporting, and financial adherence. The Senior Ambassador Manager must balance professionalism with compassion, fostering strong relationships while maintaining boundaries. Responsibilities may extend to managing healthcare providers or advocacy organizations based on client needs.

Given Snow’s focus on the patient journey, this role requires sensitivity to the unique experiences of patients and caregivers, incorporating their perspectives into client strategies and solutions.

Responsibilities

• Adhere to standard processes, regulatory guidelines (FDA, HIPAA, Sunshine Act), and pharmaceutical industry regulations, ensuring compliance in all Ambassador-related activities.
• Collaborate with analytics, mentor program managers, and coaching specialists to align on team processes, client initiatives, and project management.
• Maintain strong partnerships with Account Teams for Ambassador engagement, training, and performance evaluation.
• Identify and implement process improvements to enhance team efficiency and Ambassador utilization.
• Update standard operating procedures to reflect changes in brand initiatives, policies, and compliance requirements.
• Serve as the Ambassador expert for assigned brands, understanding disease categories, special needs, and individual requirements.
• Manage Ambassador relationships with professionalism, empathy, and problem-solving skills.
• Coordinate speaking engagements, travel logistics, and onsite event support (educational programs, client events, photo/video shoots).
• Evaluate Ambassador strengths and stories to match them with client/event needs.
• Ensure contractual obligations are fulfilled, including expense processing and annual training.
• Provide presentation skills coaching and performance evaluations to ensure compliance and client satisfaction.
• Document all Ambassador communications and utilizations in Salesforce, including Adverse Event reporting per client requirements.
• Maintain up-to-date contracts, monitor expiration dates, and generate detailed reports on Ambassador utilization.
• Travel up to 35-40% nationally or internationally to support Ambassador engagements.

Requirements

• Bachelor’s degree from a four-year college or university; 3-5 years of related experience and/or training preferred.
• Valid driver’s license; passport may be required for international travel.
• Knowledge of pharmaceutical/biotech industry and regulatory requirements (FDA, HIPAA, Sunshine Act) is a plus.
• Proficiency in Microsoft Office Suite and Salesforce.
• Strong organizational, communication, and relationship-building skills.
• Ability to manage multiple client relationships across disease categories/brands.
• Experience with DocuSign, expense management, and contract tracking.
• Compassion and sensitivity to the unique needs of patients and caregivers.
• Omnicom requires employees to work in the office a minimum of three days per week, with potential for increased in-office attendance.

Skills

• Excellent written and verbal communication, with the ability to craft well-structured messages and respond effectively.
• Strong listening skills and ability to build impactful relationships with Ambassadors and clients.
• Proactive problem-solving and independent prioritization of tasks.
• Mentorship capabilities for junior team members.
• Attention to detail in compliance, documentation, and reporting.
• Ability to analyze Ambassador utilization needs and develop or refine initiatives.
• Onsite coaching and preparation for Ambassadors at events, trainings, or video shoots.
• Budget awareness and project objective management for Ambassador placements.
• Timely and professional client communication, including status updates and recommendations.