The Opportunity:

Reporting to the Executive Director, Commercial Excellence, Analytics & Insights (CE&I) Europe, the Associate Director, Commercial Omnichannel Strategy & Activation, Europe owns the European commercial customer engagement model. The role translates brand strategy, customer insights and commercial launch priorities into targeted customer journeys, channel choices and actionable country activation plans. Working closely with European and country teams, the incumbent defines how commercial teams engage priority customers across field and digital channels to support brand objectives and commercial performance. The role connects strategy with execution through a reusable European Commercial Launch Kit, co-created with initial launch markets and adapted to local customer needs, channels and readiness. Accountabilities are clearly split: Commercial (this role) owns the customer and brand engagement strategy, journey design and country activation, while IS owns the CRM and omnichannel technology roadmap, platform standards, data and integration design, and technical delivery.

Responsibilities:

Commercial Omnichannel Engagement

• Lead the design, delivery and continuous improvement of the European Commercial Engagement Model and Commercial Launch Kit, including journey templates, channel guidance, approved commercial content and activation playbooks, with flexibility for country localisation.

• Own the commercial engagement framework for congresses and launch webinars, defining the desired customer experience, commercial touchpoints, channel options, consent capture touchpoints and follow-up journeys. Legal and Privacy own consent policy and OneTrust is the consent system of record; IS implements the approved capabilities. Email follow-up is based solely on valid, explicit customer consent.

• Act as a trusted partner to country leadership teams, in particular Country Managers, Marketing, Sales and Commercial Excellence leads, co-creating journeys with initial launch markets and translating local learnings into reusable guidance for rollout across Europe.

• Define business needs for commercial content tagging and audience segmentation with content owners so that approved assets can be reused across channels. Support local commercial content adaptation and review; IS translates agreed business needs into system requirements.

Commercial Country Activation & CRM Business Needs

• Help countries translate the European Commercial Launch Kit into actionable country activation plans through onboarding and guided sprint sessions, adapting audiences, content, channels and field handoffs to local needs.

• Coordinate ongoing business and activation support for country commercial engagement requests and campaign execution, with agreed service levels and clear delivery owners. System incidents, access, configuration, release support and platform enhancements remain within the IS support and product model.

• Work with country commercial teams and IS to adapt CRM-enabled workflows, segmentation, content use and consent capture to local journeys.

• Define the business value and priority of Commercial CRM and omnichannel needs with countries, including local process and engagement requirements, through a joint demand-intake process with IS. IS assesses reuse, platform fit, data and integration implications and delivery approach, and leads formal requirements documentation, platform governance, configuration and technical delivery, so that one shared CRM and omnichannel backlog is maintained.

Commercial Field Activation & Performance

• Design and continuously optimize the European field activation framework and supporting tools (e.g. field journey guidance, handoff rules and coaching materials), and coach country teams in applying them within the European engagement model. Country teams remain accountable for local execution, field deployment and in-market performance.

• Own the definition of commercial engagement KPIs, in partnership with the Commercial Analytics Lead, and the resulting business decisions to improve journey and channel effectiveness. Analytics owns analytical products and governance; IS owns platform adoption telemetry and data delivery.

• Own commercial business readiness, ensuring country journeys, approved assets and field execution plans are ready ahead of launch. IS owns technology readiness; both are managed through one integrated launch plan and RACI, without separate trackers or approval gates.

• Use performance insights and country feedback to refine the commercial engagement strategy, improve subsequent Commercial Launch Kit versions and scale effective practices across European markets.

Required Skills, Experience and Education:

• Bachelor’s degree or higher in life sciences, marketing, business or a related field.

• Minimum 8+ years of proven experience in omnichannel/digital customer engagement or commercial excellence within the European pharmaceutical or biotechnology industry, including country implementation.

• Demonstrated experience helping affiliates localize and execute customer journeys, adapting content, channel mix and field activities to local needs.

• Candidates must have developed and activated engagement plans ahead of a major European launch, ideally through reusable launch kits and guided country implementation.

• In-depth knowledge of the European pharmaceutical engagement landscape, including content governance, MLR/PRC review processes and multi-country execution standards.

• Working knowledge of how digital engagement platforms, such as Veeva Engage, Salesforce Marketing Cloud or equivalent, support customer journeys; hands-on CRM configuration experience is not required.

• Proven track record designing engagement models and content frameworks that affiliates adopt, localize and reuse, with hands-on support beyond workshops.

• Familiarity with congress and launch webinar engagement, including targeting, local execution, consent touchpoints and follow-up.

• Familiarity with field activation and engagement performance measurement, using insights to improve journey execution.

• Proven ability to operate as a senior individual contributor, establishing engagement ways of working in a lean, fast-moving pre-launch environment.

• Proven success building effective relationships across commercial, medical and IS functions, with clear business and technology accountabilities.

• Highly organized and motivated individual with excellent communication and project management skills, including coordination of agencies, country requests and campaign delivery.

• Ability to influence affiliate leaders and field teams to adapt and activate a shared engagement model without direct authority.

• Thrives in a fast-paced, dynamic small company environment and able to roll up the sleeves to get things done.

• Fluency in English required; an additional European language is an advantage.

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