Position Summary
The Director of Commercial Omnichannel Orchestration, and AI will lead the strategy, execution, and continuous improvement of AI-enabled commercial analytics and omnichannel engagement capabilities across the organization. The Director will translate business priorities into scalable analytics, next-best-action decisioning, and NPP/omnichannel orchestration that improve customer engagement, field execution, and commercial performance. The Director will serve as a strategic partner to Brand, Marketing, Field Force, Market Access, IT, Commercial Operations, and external vendors to design and operationalize a modern commercial engagement model. The Director will combine innovation with execution discipline, ensuring solutions are scalable, measurable, compliant, and embedded into day-to-day business processes.
The Director will report to the Vice President, Commercial Excellence & Insights and Analytics.
Primary Responsibilities
- Lead the design and evolution of HCP and, where applicable, patient omnichannel engagement strategies across personal and non-personal channels
- Establish measurement frameworks, KPI definitions, and test-and-learn approaches for omnichannel and NPP programs
- Drive orchestration of customer journeys, content deployment, and channel optimization using data-driven insights
- Partner with Marketing, Field Force, and Commercial Operations teams to improve personalization, timing, and effectiveness of customer engagement
- Define and lead the commercial AI and advanced analytics roadmap aligned to brand strategy, launch priorities, and in-market optimization
- Identify, prioritize, and scale high-value use cases across segmentation, targeting, omnichannel optimization, next-best-action, forecasting, customer engagement, and sales effectiveness
- Translate business questions into actionable analytics frameworks, models, dashboards, and decision tools in collaboration with the Commercial Operations Team
- Partner with business leaders to ensure analytics outputs are adopted and drive measurable business impact
- Build and operationalize AI-enabled next-best-action/next-best-message capabilities to support field teams, brand teams, and omnichannel execution
- Embed decision intelligence into commercial workflows so recommendations are actionable, repeatable, and easy to use
- Develop monitoring, feedback loops, and continuous improvement processes to refine models and improve adoption over time
- Partner with IT and Commercial Operations teams to ensure the data and technology foundation supports omnichannel, AI, and advanced analytics use cases
- Help shape requirements for CRM, marketing automation, data integration, customer master, and analytics platforms
- Ensure data quality, governance, privacy, consent, and compliance requirements are built into processes and solutions
- Support integration across key data sources such as CRM, digital engagement, claims, specialty pharmacy, payer, field activity, and third-party commercial data
- Deliver executive-ready reporting and insight generation on omnichannel performance, ROI, engagement effectiveness, and business outcomes
- Create standardized dashboards and readouts to support brand planning, business reviews, and investment decisions
- Establish clear success metrics and accountability across channels, tactics, and customer segments
- Lead test-and-learn measurement to improve promotional effectiveness and optimize spend
- Act as the strategic bridge between Commercial, Marketing, Field Force, IT, Commercial Operations, and external partners
- Lead and influence in a matrixed environment, aligning stakeholders on priorities, roadmap, and execution
- Manage vendor relationships and ensure external partners deliver against scope, timelines, and quality expectations
- Promote a data-driven culture and drive change management to accelerate adoption of new capabilities
- Serve as a thought leader in commercial omnichannel analytics, AI-enabled decisioning, and customer engagement capabilities
- Provide prioritization, guidance, and cross-functional leadership across the broader Commercial Operations organization
- Help shape the future capability model, including operating model, resource needs, and skill requirements
Competencies
- Strong knowledge of omnichannel measurement, campaign analytics, customer journey analytics, and promotional effectiveness
- Familiarity with next-best-action, personalization, segmentation, targeting, and orchestration approaches
- Working knowledge of commercial data ecosystems including CRM, digital, claims, specialty pharmacy, payer, and third-party data
- Strong analytical storytelling and executive communication skills
- Ability to balance innovation, speed, governance, and practical execution
- Strategic thinker with strong business judgment
- Able to operate effectively in a matrixed organization
- Successful at driving accountability and measurable outcomes
- Ability to influence without formal authority
- Adept at balancing hands-on execution with long-term capability building
- Skilled at promoting collaboration, simplicity, and action
Experience
- Bachelor’s degree in business, analytics, statistics, computer science, engineering, life sciences, or related field required; advanced degree preferred, such as MBA, MS, MPH, or similar quantitative or business discipline
- At least 9 years of experience in pharmaceutical, biotechnology, or healthcare analytics, commercial operations, digital/omnichannel, or related functions
- Strong experience in commercial analytics, omnichannel strategy, NPP measurement, and customer engagement optimization
- Demonstrated experience with AI/ML, advanced analytics, predictive modeling, or decision intelligence in commercial use cases
- Experience supporting brand strategy, launch readiness, field execution, and performance measurement
- Experience with tools such as Veeva CRM, Salesforce Marketing Cloud or similar automation platforms, BI/reporting tools, and analytics environments
- Experience working cross-functionally with Marketing, Sales, Market Access, IT, Data, and Compliance/Legal partners
- Experience with vendor management and external solution providers
- Oncology, hematology, specialty, or rare disease experience preferred
