Associate Director, Omnichannel Orchestration Lead

Position Overview

Summary:

As part of the orchestration team, the Omnichannel Orchestration Lead is responsible for the optimization, automation and delivery of omnichannel tactics, campaigns, and customer journeys across channels including email, social, 3rd party media, web, and field engagement. The role partners closely with Brand teams, Business Partners, Content, Analytics, IT, and external agencies to evaluate opportunities, prioritize initiatives, and execute connected, customer‑centric experiences aligned to Brand goals.

This role blends strategic leadership, cross-functional collaboration, operational excellence, and hands‑on journey orchestration, ensuring that omnichannel execution is impactful, measurable, scalable and compliant.

Job Expectations & Key Responsibilities:

End‑to‑End Omnichannel Delivery

• Oversee the end‑to‑end delivery of consistent, customer‑centric omnichannel experiences across all channels for HCP and DTC customers.

• Translate business and brand requirements into functional journey designs, execution plans, and activities. Own and drive the delivery of these journeys with cross‑functional teams and external partners.

Cross‑Functional & Brand Partnership

• Partner with Brands, Business Partners, CRM, IT, Creative, Content, Decision Engine & Analytics teams, and cross‑functional teams to prioritize Omnichannel tactics, develop implementation plans, and manage delivery timelines.

• Manage project budgets aligned to brand and business strategies.

• Work hand‑in‑hand with Omnichannel partners to create meaningful and measurable customer-centric journeys.

Journey Design, Personalization & Optimization

• Partner with Business Partners and Brand teams to define customer segmentation, targeting criteria, triggers, personalization logic, and activation strategies across channels.

• Apply insights from Analytics on recommended channels, timing, sequencing, and frequency to develop optimized and personalized customer journeys.

• Track and evaluate KPIs for campaigns and journeys in partnership with the Brand Analytics teams.

• Provide regular performance updates and effectiveness readouts in partnership with the Channel Analytics Teams, identifying opportunities and proposing enhancements to orchestration methods and delivered tactics.

• Lead test‑and‑learn approaches to continuously optimize experiences and outcomes.

Platform, Automation & Capability Ownership

• Maintain a strong working knowledge of journey orchestration and marketing automation platforms and tools (e.g., Salesforce Marketing Cloud, D360), including capabilities and limitations.

• Build, deploy, and manage journeys using orchestration platforms; operationalize segments using standardized templates and audience definitions.

• Demonstrate data fluency by understanding and managing data relationships to ensure accurate targeting, personalization, and reachability.

• Collaborate with Platform leads to influence enhancements that improve orchestration efficiency, scalability, and governance.

• Leverage or develop SQL skills to support advanced segmentation, troubleshooting, and validation.

Operational Excellence, Governance & Risk Management

• Own campaign architecture documentation, including journey flows, orchestration logic, and detailed campaign briefs utilizing Azure DevOps and Loop.

• Build and maintain standardized templates by campaign type (e.g., Home Office email series, Veeva Suggestions, third‑party media activation, direct mail fulfillment, event programs).

• Ensure all delivered tactics are compliant, measurable, and aligned with documented SLAs and governance frameworks.

• Identify, manage, and escalate execution risks and dependencies impacting delivery or stakeholders.

Thought Leadership & Industry Innovation

• Collate and disseminate omnichannel orchestration & marketing automation best practices across brands.

• Evaluate emerging capabilities, tools, and industry trends in journey orchestration, marketing automation, and analytics to continuously improve the customer experience.

Model Otsuka’s Core Competencies:

• Accountability for Results

• Strategic Thinking & Problem Solving

• Patient & Customer Centricity

• Impactful Communication

• Respectful Collaboration & Empowered Development

Qualifications

Required:

• Bachelor's degree in Information Technology or equivalent

• 10+ years of proven experience in Omnichannel orchestration, marketing automation, or marketing operations

Preferred:

• Strong experience designing and executing customer journeys across multiple channels

• Hands‑on experience with Salesforce Marketing Cloud and/or D360 preferred

• Demonstrated ability to translate strategy into scalable, operational execution

• Strong cross‑functional leadership, vendor management, and stakeholder communication skills

• Experience working in regulated or privacy‑sensitive environments preferred

• Exposure to AI tools for marketing and customer experience, including data analysis, segmentation, audience mining, and prompt engineering

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Minimum $169,222.00 - Maximum $253,000.00, plus incentive opportunity: The range shown represents a typical pay range or starting pay for individuals who are hired in the role to perform in the United States. Other elements may be used to determine actual pay such as the candidate’s job experience, specific skills, and comparison to internal incumbents currently in role. Typically, actual pay will be positioned within the established range, rather than at its minimum or maximum. This information is provided to applicants in accordance with states and local laws.

Company benefits:  Comprehensive medical, dental, vision, prescription drug coverage, company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance, tuition reimbursement, student loan assistance, a generous 401(k) match, flexible time off, paid holidays, and paid leave programs as well as other company provided benefits.

Come discover more about Otsuka and our benefit offerings; https://www.otsuka-us.com/careers-join-otsuka.

Statement Regarding Job Recruiting Fraud Scams

At Otsuka we take security and protection of your personal information very seriously. Please be aware individuals may approach you and falsely present themselves as our employees or representatives.  They may use this false pretense to try to gain access to your personal information or acquire money from you by offering fictitious employment opportunities purportedly on our behalf.

Please understand, Otsuka will never ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. We will also not offer you money to buy equipment, software, or for any other purpose during the job application process. If you are being asked to pay or offered money for equipment fees or some other application processing fee, even if claimed you will be reimbursed, this is not Otsuka. These claims are fraudulent and you are strongly advised to exercise caution when you receive such an offer of employment.

Otsuka will also never ask you to download a third-party application in order to communicate about a legitimate job opportunity. Scammers may also send offers or claims from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official Otsuka email address. Please take extra caution while examining such an email address, as the scammers may misspell an official Otsuka email address and use a slightly modified version duplicating letters.

To ensure that you are communicating about a legitimate job opportunity at Otsuka, please only deal directly with Otsuka through its official Otsuka Career website https://vhr-otsuka.wd1.myworkdayjobs.com/en-US/External.

Otsuka will not be held liable or responsible for any claims, losses, damages or expenses resulting from job recruiting scams. If you suspect a position is fraudulent, please contact Otsuka’s call center at: 800-363-5670. If you believe you are the victim of fraud resulting from a job recruiting scam, please contact the FBI through the Internet Crime Complaint Center at: https://www.ic3.gov,  or your local authorities.

Otsuka America Pharmaceutical Inc., Otsuka Pharmaceutical Development & Commercialization, Inc., and Otsuka Precision Health, Inc. (“Otsuka”) does not accept unsolicited assistance from search firms for employment opportunities.  All CVs/resumes submitted by search firms to any Otsuka employee directly or through Otsuka’s application portal without a valid written search agreement in place for the position will be considered Otsuka’s sole property.  No fee will be paid if a candidate is hired by Otsuka as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.