Director, Digital Customer Experience, Neuroscience

Socket.dev; Cambridge (MA); On-site; USD 191,000 - 270,000; Full time

Benefits offered by this job

401(k)

Medical insurance

Dental coverage

Vision coverage

Life insurance

Disability insurance

Paid time off

Flexible spending accounts

Parental leave

Well-being allowance

Commuter benefits

Job summary

Ipsen Biopharmaceuticals Inc. is seeking a Director of Digital Customer Experience in Neuroscience to lead omnichannel strategy across Dysport and migraine indications. You will own asset development, channel orchestration, and measurement to drive education, engagement, and product launches.

The role requires 12+ years in commercial pharma with deep expertise in marketing technology, CRM, analytics, and external agency management; a BA/BS is required, and English fluency is essential.

Qualifications

• 12+ years of pharma experience in omnichannel/digital roles, especially neuroscience or specialty markets.
• Proven success in defining and executing digital/omnichannel strategies with measurable impact.
• Experience managing agencies and large budgets.

Responsibilities

• Own omnichannel asset strategy, development, and lifecycle management for the Neuroscience portfolio.
• Design and execute integrated omnichannel engagement plans across channels and HCPs/patients.
• Establish KPIs and end-to-end analytics to drive optimization and governance.

Skills

Omnichannel marketing

Marketing technology

Data and analytics

Cross-functional leadership

Channel ROI optimization

Education

Bachelor’s degree (BA/BS)

Tools

CRM

Marketing automation

CDP

Veeva/Salesforce ecosystems

Job description

Title: Director, Digital Customer Experience, Neuroscience

Company: Ipsen Biopharmaceuticals Inc.

About Ipsen:

Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation.

Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society!

For more information, visit us at https://www.ipsen.com/ and follow our latest news on LinkedIn and Instagram.

Job Description:

Ipsen’s Neuroscience franchise has been expanding through both organic growth and in preparation for a potential launch in migraine. There is a critical need for excellence in both strategic planning and in execution to clearly define how we will best drive education of appropriate healthcare providers, deliver successful launches, and innovate for patients in complex and competitive therapeutic areas.

The Director, Digital Customer Experience (Omnichannel Marketing), Neuroscience is a critical member of the marketing team, responsible for defining and executing the digital approach and omnichannel engagement strategy/execution across the portfolio, which includes current approved indications for Dysport and potential approval for preventive treatment of migraine.

This role leads and manages digital assets, tools, and omnichannel engagement to deliver measurable business impact, including:

• Creation and management of compelling assets to drive engagement and action
• Orchestration of integrated customer experiences across personal, non-personal, and digital channels for healthcare providers, patients, and caregivers
• Measurement, assessment and optimization of these experiences to ensure ongoing effectiveness and impact

This role requires deep expertise in omnichannel marketing, marketing technology, data and analytics, and campaign orchestration, as well as the ability to partner with brand teams and cross-functional partners to translate brand strategy into seamless engagement. The ideal candidate will have a strategic mindset, appreciation of good creative, strong technical/analytical skills, and a passion for using channel innovation to make a difference in the lives of patients and the HCPs who treat them.

Main Responsibilities

Asset, Platform & Capability Management

• Own the strategy, development, prioritization, and lifecycle management of omnichannel assets, platforms, and related customer engagement capabilities across the U.S. Neuroscience portfolio.
• Develop differentiated digital capabilities that enable personalized customer engagement, including segmentation, next-best-action decisions, patient identification, and other emerging engagement capabilities.
• Partner across internal teams and external agencies to define requirements, implement new capabilities, and continuously optimize the omnichannel technology ecosystem.
• Ensure all omnichannel assets, tools, and content are compliant with Medical, Legal, and Regulatory (MLR) requirements and governed through effective review, approval, and lifecycle management processes.

Omnichannel Strategy, Orchestration & Execution

• Develop omnichannel engagement strategies by defining customer segmentation, engagement objectives, communication strategies, and channel roles aligned to brand priorities.
• Design integrated customer journeys that seamlessly connect personal, non-personal, and digital channels to deliver differentiated customer experiences.
• Translate brand strategy into the execution of coordinated omnichannel engagement plans, aligning content, channels, and timing to maximize customer impact.

Measurement, Analytics & Optimization

• Establish omnichannel measurement frameworks, KPIs, and end-to-end analytics to evaluate performance, engagement, and business impact.
• Champion identification of observations, implications, and insights to optimize channel investment, content, customer journeys, and overall omnichannel strategy
• Continuously lead required optimizations based on this learning
• Drive governance, prioritization, and alignment between Marketing, Sales and other relevant cross-functional partners
• Communicate and influence effectively at the executive level, including business reviews and leadership updates.

HOW - Knowledge & Experience

Knowledge & Experience (essential)

• 12+ years of commercial pharma experience, including U.S. omnichannel/digital roles in neuroscience and/or specialty markets. Toxin/migraine experience highly desirable.
• Proven success defining and executing portfolio digital and omnichannel strategies and tactics to strengthen customer engagement and drive measurable business impact
• Extensive experience leading external agencies (media and creative) and managing significant budgets
• Deep expertise in marketing technology, CRM, content operations, and modular/personalized content
• Strong data and analytics capability, including closed-loop measurement and channel ROI optimization
• Experience deploying patient finding tools and digital capabilities
• Experience with major marketing technology platforms (e.g., CRM, marketing automation, CDP, and Veeva/Salesforce ecosystems)
• Strong communication and interpersonal skills along with the ability to influence others
• Demonstrated ability to lead cross-functionally and influence senior stakeholders
• Mentally agile and solutions-oriented, with the ability to navigate ambiguity, adapt quickly, and drive practical solutions in a dynamic environment
• Ability to work with multiple internal cross-functional teams and successfully manage multiple projects simultaneously
• Knowledge of regulations associated with promotion and industry-supported scientific education activities.
• Working within an environment of strict compliance to all appropriate regulatory guidelines

Education / Certifications:

• Bachelor’s degree (BA/BS) required

Language(s) (essential):

• Fluent in English.

Compensation

The annual base salary range for this position is $190,500 - $270,000

This job is eligible to participate in our short-term incentives program.

• 401(k) with company contributions
• group medical
• dental and vision coverage
• life and disability insurance
• short- and long-term disability insurance
• flexible spending accounts
• parental leave
• paid time off
• a discretionary winter shutdown
• well-being allowance
• commuter benefits
• and much more

The pay range displayed above is the range of base pay compensation within which Ipsen expects to pay for this role at the time of this posting. Individual compensation within this range depends on a variety of factors, including, but not limited to, prior education and experience, job-related knowledge and demonstrated skills.

We are committed to creating a workplace where everyone feels heard, valued, and supported; where we embrace “The Real Us”. The value we place on different perspectives and experiences drives our commitment to inclusion and equal opportunities. When we include diverse ways of thinking, we make more thoughtful decisions and discover more innovative solutions. Together we strive to better understand the communities we serve. This means we also want to help you perform at your best when applying for a role with us. If you require any adjustments or support during the application process, please let the recruitment team know. This information will be handled with care and will not affect the outcome of your application. Ipsen is an equal opportunity employer that strictly prohibits unlawful discrimination. We recruit, employ, train, compensate, and promote without regard to an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.