Compensation Data
This position offers a base salary typically between $135,000 and $232,000. The position may be eligible for a role specific variable or performance based bonus and or other compensation elements. For an overview of our benefits please click here. (https://www.boehringer-ingelheim.com/us/careers/benefits-rewards)
DescriptionAs an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.The individual in the role of Patient Services CRM will be responsible for spearheading the vision, strategy, and progression of our Patient Customer Relationship Management (CRM) capability, thereby enhancing our one-on-one marketing proficiency.The Senior Associate Director will establish and guide a team dedicated to the development of our Patient Services CRM capability. This will ensure the impeccable orchestration of individualized patient experiences across various touchpoints and channels throughout the patient journey. The team will employ a data-driven, test and learn approach to facilitate and deliver personalized customer experiences. This ensures that we deliver the appropriate message to the right individual, at the right time, and through the most suitable channel. The team's responsibilities will encompass setting the strategy, building, testing, and optimizing patient CRM programs from inception to completion. This includes documenting requirements, creating flawless campaigns in our marketing automation platform, and continuously measuring and optimizing the patient’s experience.This role is responsible for providing direction for Patient CRM to influence key decisions regarding capabilities, investments, plans, and initiatives. This encompasses the scoping, prioritization, allocation of resources, and project management of high-priority projects that shape Boehringer Ingelheim's Human Pharma business to operationalize the integrated customer engagement model and platforms. These highly complex projects can range from business initiatives to process improvements. The individual in this role is accountable for delivering highly valued customer experiences in an agile and unique manner by effectively managing scope, timelines, and resources to ensure projects meet all agreed-upon success metrics.
This role is based on-site at our Ridgefield, CT location with hybrid flexibility of 2-3 days per week on-site.
Duties & Responsibilities
Steer the vision, strategy, and developmental roadmap for the enhancement of our Patient Services CRM capabilities. Direct teams comprised of both vendor and internal resources, including Product Owners, Designers, Developers, and Architects, in the implementation and refinement of a patient CRM and its associated technology ecosystem.
Stakeholder Engagement – Collaborate with internal and lead teams to identify and design high-value features and applications that support key patient services and healthcare use cases. This includes defining user journeys, features, and facilitating the development of actionable product roadmaps and requirements.
Product Roadmap Development – Propel the product roadmap for the patient services technology ecosystem, taking into account both brand necessities and industry trends.
Formulates and Refines Guidelines – Develops and continuously enhances guidelines, templates, standards, and benchmarks for CRM
Enterprise Strategy Formulation – Recognize, delineate, and execute enterprise strategies to enhance our patient CRM Omnichannel competencies. This includes constructing a compelling business case, securing approval, support, and financing from the Senior Leadership Team. Potential initiatives may encompass the implementation of novel enterprise platforms, processes, and tools aimed at augmenting customer experience, data acquisition, orchestration across various channels, measurement, and optimization.
Collaborative Engagement – Forge strategic partnerships with the Patient Excellence, Information Management, and Patient Services Operations teams. This collaboration aims to comprehend and pinpoint emerging opportunities, demonstrating their potential application in assisting Boehringer Ingelheim to reach out and engage with our patients within our interconnected ecosystem.
Requirements
Bachelor’s degree, MBA preferred.
10+ years’ experience in/with the Life Sciences and/or healthcare industry with experience in one or more of the following: digital marketing, consumer marketing, brand/product marketing, strategic planning, business planning, Commercial / Sales operations of professional experience is required.
2+ years’ experience with large-scale Patient Assistance Programs (PAP), Copay, and/or Adherence Programs for a pharmaceutical manufacturer or patient services hub provider is preferred.
Proven experience in leading program discovery and requirements gathering workshops.
Excellent executive communication, both written and verbal.
Demonstrated experience in managing or coordinating with teams located globally.
Experience in coordinating with internal and external stakeholders during the planning, management, and delivery of technology projects.
The ability to cultivate and maintain strong working relationships in a virtual setting.
Strong self-awareness and audience awareness when interacting with stakeholders.
High degree of emotional intelligence and adaptability in a dynamic culture.
Ability to influence without authority.
Displays AAI behaviors: Agility, Accountability, and Intrapreneurship
Eligibility Requirements:
Must be legally authorized to work in the United States without restriction.
Must be willing to take a drug test and post-offer physical (if required).
Must be 18 years of age or older.
All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.