Associate Director – Patient CRM & Omnichannel Engagement Lead

BioMarin Pharmaceutical Inc.; San Rafael (CA); On-site; USD 155,000 - 213,070; Full time

Benefits offered by this job

Discretionary annual bonus

Company-sponsored medical, dental, and vision insurance

Paid time off

Job summary

A leading biotechnology firm in San Rafael is seeking an Associate Director, Patient CRM & Omnichannel Engagement Lead. The role focuses on developing and executing digital patient engagement strategies using Salesforce Health Cloud. Candidates should have extensive experience in patient CRM and omnichannel marketing, with strong leadership and communication skills. Salary ranges from $155,000 to $213,070, with benefits including medical and dental plans.

Qualifications

• 8+ years of experience in patient CRM or digital marketing.
• Experience managing omnichannel engagement programs.
• Strong understanding of data privacy and regulatory considerations.

Responsibilities

• Drive patient CRM and omnichannel capabilities.
• Serve as global product owner for patient-facing CRM tools.
• Collaborate with IT and compliance to ensure integration.

Skills

Leadership

Digital marketing

Patient engagement

Project management

Regulatory understanding

Education

Bachelor's degree in Life Sciences, Business, or Marketing

Advanced degree preferred

Tools

Salesforce Health Cloud

Job description

Who We Are
BioMarin is a global biotechnology company that relentlessly pursues bold science to translate genetic discoveries into new medicines that advance the future of human health.

Since our founding in 1997, we have applied our scientific expertise in understanding the underlying causes of genetic conditions to create transformative medicines, using a number of treatment modalities.

Using our unparalleled expertise in genetics and molecular biology, we develop medicines for patients with significant unmet medical need. We enlist the best of the best - people with the right technical expertise and a relentless drive to solve real problems - and create an environment that empowers our teams to pursue bold, innovative science. With this distinctive approach to drug discovery, we've produced a diverse pipeline of commercial, clinical and preclinical candidates that have well-understood biology and provide an opportunity to be first-to-market or offer a substantial benefit over existing therapeutic options.

About Commercial

Our Commercial organization leads our global sales and marketing strategies around the world. Our integrated team continues to solidify BioMarin's commercial presence in the United States and Europe and is rapidly growing in other regions, such as Latin America, the Middle East and Asia-Pacific.

Job Summary

BioMarin is seeking a dynamic and experienced leader to serve as Associate Director, Patient CRM & Omnichannel Engagement Lead, a pivotal role responsible for defining and executing the company's global patient engagement digital capabilities within the Global Digital Center of Excellence. This business-facing role will be responsible for setting the strategy, roadmap, and execution plan for digital capabilities for patient engagement that power high-impact, compliant, and personalized interactions with patients across the full journey.

With a strong foundation in business digital strategy and patient engagement expertise, this leader will oversee the development and governance of patient CRM capabilities, primarily Salesforce Health Cloud, as well as patient omnichannel planning, execution & measurement activities. They will partner closely with global and regional business units, Market Access / Patient Services, Field, Medical, IT, and Compliance to translate strategic objectives into scalable digital solutions that drive engagement, adherence, and outcomes.

Key Responsibilities

• Drive the strategic development, roadmap and delivery of patient CRM and patient omnichannel capabilities using Salesforce Health Cloud.
• Serve as the global product owner for patient-facing CRM tools, including design, enhancements, configuration, data flows, connections, and lifecycle governance - including business configuration and administration as needed.
• Ensure capabilities and processes are compliant, scalable, and aligned with regional/local regulatory requirements and privacy policies (e.g., HIPAA, GDPR).
• Co-create omnichannel engagement strategies with Patient Services, Brand, and Market Access teams to deliver timely, relevant, and compliant messaging across channels (email, SMS, portals, call center, digital hubs, etc.).
• Translate patient journey insights into omnichannel touchpoint design and integrated campaign planning.
• Collaborate with field teams, patient services, care coordinators, marketing and field leadership to ensure CRM and omnichannel strategies are aligned with real-world patient engagement needs, field workflows, and executional realities.
• Create scalable global patient omnichannel and patient engagement frameworks for Business Units and regional teams to localize and execute
• Work in close alignment with Business Units, Markets, and cross-functional partners (Patient Services, Field, Compliance, Data Privacy) to enable omnichannel strategies that meet patient and business needs.
• Collaborate with IT on any enterprise integration, data security, and enterprise system alignment.
• Liaise with Global Privacy, Legal, and Compliance to embed appropriate standards and review processes.
• Define KPIs for patient engagement programs and develop measurement frameworks to assess performance, adoption, and impact.
• Partner with other Digital enablement teams to design and deliver patient-level digital insights, segmentation strategies, and drive continuous optimization of omnichannel efforts.
• Implement intelligent alerts and data triggers to support timely, personalized interactions with patients based on journey milestones, needs, or risks.
• Define and maintain global standards, operating models, and best practices for patient CRM and omnichannel execution.
• Lead change management and capability-building efforts across markets and functions to drive adoption and consistent execution.
• Manage agency and vendor relationships related to Patient CRM, Patient omnichannel platforms, and campaign execution support.
• Partner closely with Compliance, Legal, Program Management and Regulatory Affairs to ensure all patient engagement capabilities, including AI enabled tools, meet internal governance standards and external regulatory requirements.

Qualifications

• Bachelor's degree in Life Sciences, Business, Marketing, or related field; advanced degree preferred.
• 8+ years of experience in patient CRM, digital marketing, DTC & omnichannel engagement, or related roles in the pharmaceutical or biotech industry.
• Deep hands-on experience with Salesforce Health Cloud or equivalent patient CRM platforms.
• Deep understanding of patient services and hub processes.
• Rare disease experience in pharma digital and marketing practices.
• Demonstrated success managing omnichannel engagement programs for patients or consumers, from strategic planning to tactical execution.
• Experience with working with or in Patient Services driving patient engagements, support programs and DTC campaign management and driving digital insights
• Experience working cross-functionally with Commercial, Patient Services, Medical Affairs, and Compliance teams.
• Strong understanding of data privacy and regulatory considerations in patient-facing programs.
• Familiarity with marketing automation, journey orchestration tools, and digital analytics platforms, specifically, Salesforce Healthcloud.
• Excellent communication, project management, and stakeholder engagement skills.
• Proven ability to synthesize complex processes into scalable frameworks and drive organizational change.
• Exceptional communication skills with the ability to influence and inspire across all levels of the organization (business and IT).
• Proven leadership skills motivating teams to attain critical goals in a dynamic environment with competing priorities across business functions.
• Demonstrated ability to lead cross-functional projects from concept through execution in a fast-paced environment.
• Vendor management experience including vendor evaluation / selection, due diligence, contracting, and performance management.

Note: This description is not intended to be all-inclusive, or a limitation of the duties of the position. It is intended to describe the general nature of the job that may include other duties as assumed or assigned.

BioMarin is an Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

The salary range for this position is: $155,000 to $213,070. BioMarin considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans.

Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.