The Senior Director, Customer Experience, will contribute to the financial success of Regeneron and will report to the Executive Director, Marketing. This person will implement the approved Brand plan and have primary responsibility to lead the development and implementation of the strategic and tactical plans/programs as it relates to our customer experience across the omnichannel environment for both HCP and consumer for all FDA approved indications.
This important role is responsible for leading the creation of an omnichannel strategy and execution across both HCP and consumer audiences. This includes the development and implementation of content strategy across customer groups: Physician / physician groups, Patients / caregivers. Develop deep insights through an understanding of customer preferences to shape our content strategy and direct team to implement across customers. Lead a team of HCP and patient content and digital marketers with a passion for curated customized content across the customer journey.
A Typical Day Might Look Like this:
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For HCPs and large account’s, the focus will be content production executed through all digital channels for non-personal from home office initiatives as well as Next Best Action through Veeva CRM for field communication to their customers.
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For patients the focus will be to activate the patients leveraging the broad awareness while continuing to drive/maintain brand awareness. This includes advertising across all relevant media channels. Significantly increase our digital content offerings as well as enhancing our CRM program to include: lead generation and adherence. Optimize the application of our patient support services dataset to inform and implement communication to both patients and HCPs.
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Ensuring that marketing processes and programs align with corporate guidance, as well as regulatory, legal, and ethical guidelines.
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Leading and providing development opportunities for direct reports.
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This person will work closely with many cross functional teams including across the entire brand team, Market Access team, Insights and Analytics, Commercial IT
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Monitoring spending against budget and managing projects to agreed-upon timelines, budgets, and scope.
This role may be for you if:
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Do you have a relentless intellectual curiosity to understand “why”?
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Do you have an experience and a passion for digital engagement?
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Deep experience in developing and executing an omnichannel strategy: customer journey’s, content management road map driving HCP and patient engagement and acquisition in a pharmaceutical organization.
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Experience with a digital asset management system and Sales Force Cloud
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Expertise in behavioral science would be a plus.
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Demonstrated leadership and experience managing teams.
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Strong communication and presentation skills, capable of articulating complex strategies to stakeholders of all levels, including Senior Leaders, regardless of their technical background.
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Ability to focus on execution and manage multiple projects in a fast-paced environment where quick decision making and clear direction is a must.
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Organizational agility and the capability to reprioritize based on external or internal changes.
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Demonstrated ability to work effectively and efficiently with team members, across departments, and managing agencies.
To be considered you must have a Bachelor's Degree, MBA preferred. The ideal candidate must have a minimum 10-15 years of progressive experience in biologics marketing and omnichannel strategy development and execution in the life sciences. Ophthalmology (Retina), Oncology or Rheumatology experience preferred. In Sleepy Hollow, NY location 3 days per week.
Does this sound like you? Apply now to take your first step towards living the Regeneron Way! We have an inclusive and diverse culture that provides comprehensive benefits, which often include (depending on location) health and wellness programs, fitness centers, equity awards, annual bonuses, and paid time off for eligible employees at all levels!
Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, membership of the Traveler community, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or parental status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations. The Company will also provide reasonable accommodation to the known disabilities or chronic illnesses of an otherwise qualified applicant for employment, unless the accommodation would impose undue hardship on the operation of the Company's business.
For roles in which the hired candidate will be working in the U.S., the salary ranges provided are shown in accordance with U.S. law and apply to U.S.-based positions. For roles which will be based in Japan and/or Canada, the salary ranges are shown in accordance with the applicable local law and currency. If you are outside the U.S, Japan or Canada, please speak with your recruiter about salaries and benefits in your location.
Please note that certain background checks will form part of the recruitment process. Background checks will be conducted in accordance with the law of the country where the position is based, including the type of background checks conducted. The purpose of carrying out such checks is for Regeneron to verify certain information regarding a candidate prior to the commencement of employment such as identity, right to work, educational qualifications etc.
Salary Range (annually)
$208,700.00 - $347,800.00
Top Skills
What We Do
At Regeneron we believe that when the right idea finds the right team, powerful change is possible. As we work across our expanding global network to invent, develop and commercialize life-transforming medicines for people with serious diseases, we’re establishing new ways to think about science, manufacturing and commercialization. And new ways to think about health. Connect with us so we can learn more about you, and you can learn more about our biopharmaceutical medicines. And join us, as we build a future we believe in.
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