Associated Director, Digital Innovation

CSL; King of Prussia (PA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

CSL Behring seeks a Senior Director of Digital Customer Engagement to lead social media and AI-driven omnichannel initiatives across Commercial and Medical teams. You will shape brand strategy, governance, and standardized processes to scale consistent customer experiences worldwide.

The role partners with I&T, Affiliate Marketers, and platform teams to implement design principles, measure KPIs, and deliver dashboards.

Qualifications

• 10+ years’ experience in the pharmaceutical/biotechnology industry, specifically in Marketing or digital communications.
• Thought leadership in Social Media with brand strategy influence and knowledge of competitive landscape.
• Strong AI understanding and appetite to develop thought leadership.
• Experience with design thinking, proof of concept, and value realization models.
• Excellent negotiation, communication, and relationship-building abilities.

Responsibilities

• Lead social media and AI-focused omnichannel initiatives across the enterprise.
• Develop a digital shared service to scale high-quality customer experiences globally.
• Collaborate with Commercial and Medical stakeholders to align enterprise social strategy.
• Establish design principles and KPIs; partner on standardized reporting and dashboards.

Skills

Social Media

AI Strategy

Omnichannel

Stakeholder Management

Design Thinking

Negotiation

Communication

Leadership

Cross-functional Teams

Education

Bachelor’s or Master’s degree

Job description

The Opportunity

Drive CSL’s digital customer engagement priorities — with Social Media and AI as primary focus areas — aligned with Commercial and Medical objectives, brand strategies, and the broader Omnichannel Strategy Align Social Media strategy in a single COE, delivering the benefits of cost and operational efficiencies, development guidelines, improved resource planning, and standardized processes Enable execution of digital customer engagement priorities — anchored in Social Media and AI — via engagement and collaboration with the relevant stakeholder groups within ABCIA, I&T, Commercial and Medical, and more. Explore and provide stewardship for AI use cases related to Digital Customer Engagement or Innovation, partnering with colleagues focused on the broader Omnichannel Strategy and AI Strategy, to ensure alignment and avoid duplication of effort

The Role

Drives emerging digital and omnichannel innovation that leads to advancing digital maturity, customer experience, and omnichannel effectiveness across the enterprise. This is primarily but not limited to Social Media and AI. Responsible for development of a digital shared service that enables scaling of consistent and high-quality customer experiences across social media in all geographies, and across Commercial and Medical Collaborate with Corporate Communications to establish enterprise‑wide social brand strategy, presence and activation for all types of digital/social media deliverables Establish and implement design principles that introduce efficiencies in social media outreach Implement Social Media strategy to drive traffic via digital channels as a standard process Interface regularly with relevant stakeholders in Commercial and Medical, globally, ensuring that Social Media needs are being met – leverage the Omnichannel Champion Network Engage across CSL enterprise –set standards and process related to demand management, to maximize I&T resources and the US and International Omnichannel teams to embed the strategy Coordination with Commercial Excellence Functions in alignment with OCE to establish digital engagement plans along brand launch process Establish and track service and performance level KPIs; partner with I&A to develop standardized metrics and integrated reporting and dashboards Responsible for communicating, influencing, and collaborating with US and INT Marketing, Affiliate Marketers, I&T Commercial Applications team, platform partners, omnichannel capability teams ensure integration of frameworks, tools and ways of working. Understand the landscape of social media and in terms of Competitive intelligence, Influencers and AI trends to create insights that inform our Omnichannel Strategy Understand the landscape of AI as it relates to digital customer engagement within the Commercial and Medical space, partnering with colleagues focused on the broader Omnichannel Strategy and AI Strategy, to ensure aligned adoption rather than duplicative effort

Skills and Experience

Bachelor’s or Master’s degree in a scientific or business field 10+ years’ experience in the pharmaceutical/biotechnology industry, specifically in Marketing or digital communications Ability to provide thought leadership in Socal Media, including ideas and unique insights that guide, shape and influences brand strategies, as well as deep understating of the competitive landscape Strong AI understanding and appetite to develop thought leadership Knowledge and experience of design thinking, proof of concept and value realization models, preferred Strong interpersonal skills to quickly build rapport and credibility with CSL leaders and key external stakeholders. Knowledge of relevant business, legal, compliance, privacy, security, and regulatory requirements Experience working in an international environment and with matrixed, cross-functional teams Excellent negotiation, communication, and relationship-building abilities Strong change and leadership skills, with ability to influence without authority Demonstrated ability to partner effectively with colleagues focused on the broader Omnichannel Strategy and AI Strategy, maintaining a clear, non-duplicative scope of ownership

About CSL Behring

CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives. CSL Behring operates one of the world’s largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries. To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/. Our Benefits For more information on CSL benefits visit How CSL Supports Your Well-being | CSL. You Belong at CSL At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future. To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging Equal Opportunity Employer CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement. CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please click here. CSL Global Privacy Notice for Job Applicants and Candidates