Head of Global Digital Customer Experience

Jobtailor; Cambridge (MA); On-site; USD 140,000 - 210,000; Full time

Job summary

Ipsen is seeking an experienced leader to drive the omnichannel customer experience strategy across its portfolio. You will design a multi-year roadmap, lead Global and Local teams on integrated campaigns, and establish a Center of Excellence to evaluate new technologies, including AI.

The role requires cross-functional leadership across markets, strong data analytics, and a track record of delivering digital health solutions while ensuring regulatory and data privacy compliance.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Digital Marketing, or related field.
• Certification in Digital Marketing or Omnichannel Strategy.
• Proven training in data analytics and AI applications in marketing.
• Proven track record in developing and executing omnichannel customer experience strategies in a global context.
• Extensive experience leading cross-functional teams and managing complex projects across multiple markets.
• Strong understanding of digital marketing, data analytics, and emerging technologies, including AI.
• Advanced degree (MBA or Master’s) preferred.
• Leadership and management certifications advantageous.
• Ability to adhere to company policies and act as a role model for company values.
• Must complete background screening, reference checks, and drug testing as part of the pre-employment screening process

Responsibilities

• Lead development and implementation of omnichannel customer experience vision and strategy across Ipsen's portfolio.
• Design and execute a multi-year roadmap to bring Assets and key markets to omnichannel customer experience mastery.
• Lead support for Global and Local teams creating and executing integrated go-to-market campaigns and channel strategies.
• Cultivate a Centre of Excellence to evaluate new technologies and innovative approaches, including Artificial Intelligence.
• Support adoption and evolution of internal products and platforms facilitating omnichannel customer experience mastery.
• Identify, build, and scale Digital Health solutions and beyond-the-pill solutions.
• Partner with medical, legal, regulatory, and other cross-functional teams.
• Oversee initiatives targeting behavior change among KOLs, Thought Leaders, HCPs, patients, and care partners.
• Partner with local markets to onboard, coach, train, and improve omnichannel capabilities.
• Establish and monitor KPIs and analyze performance data for continuous improvement.
• Recommend optimization and scaling across brands, regions, and markets.
• Ensure seamless campaign execution and compliance with regulatory and data privacy standards.
• Manage omnichannel customer experience inclusion in annual marketing calendars.
• Manage third-party partners and agencies as required.
• Support external agencies, contractors, and third-party partners maintaining digital products and platforms.
• Build tracking platforms and gather campaign performance insights.
• Drive continuous improvement across campaigns to optimize brand performance and resource allocation.
• Lead, manage, mentor, and coach a high-performing team of digital professionals.
• Serve as a trusted advisor bridging strategy, execution, and data.
• Support development of Ipsen's annual Digital roadmap.

Skills

Omnichannel Strategy

Data Analytics

AI in Marketing

Cross-Functional Leadership

Digital Marketing

Project Management

KPI Monitoring

Behavior Change

Education

Bachelor's degree in Marketing/Business/Digital Marketing

MBA or Master’s degree preferred

Tools

Tracking Platforms

Marketing Calendars

Third-Party Management

Job description

• Lead development and implementation of the omnichannel customer experience vision and strategy across Ipsen's portfolio
• Design and execute a multi-year roadmap to bring Assets and key markets to omnichannel customer experience mastery
• Lead support for Global and Local teams creating and executing integrated go-to-market campaigns and channel strategies
• Cultivate a Centre of Excellence to evaluate new technologies and innovative approaches, including Artificial Intelligence
• Support adoption and evolution of internal products and platforms facilitating omnichannel customer experience mastery
• Identify, build, and scale Digital Health solutions and beyond-the-pill solutions
• Partner with medical, legal, regulatory, and other cross-functional teams
• Oversee initiatives targeting behavior change among KOLs, Thought Leaders, HCPs, patients, and care partners
• Partner with local markets to onboard, coach, train, and improve omnichannel capabilities
• Establish and monitor KPIs and analyze performance data for continuous improvement
• Recommend optimization and scaling across brands, regions, and markets
• Ensure seamless campaign execution and compliance with regulatory and data privacy standards
• Manage omnichannel customer experience inclusion in annual marketing calendars
• Manage third-party partners and agencies as required
• Support external agencies, contractors, and third-party partners maintaining digital products and platforms
• Build tracking platforms and gather campaign performance insights
• Drive continuous improvement across campaigns to optimize brand performance and resource allocation
• Lead, manage, mentor, and coach a high-performing team of digital professionals
• Serve as a trusted advisor bridging strategy, execution, and data
• Support development of Ipsen's annual Digital roadmap

Requirements

• Bachelor's degree in Marketing, Business Administration, Digital Marketing, or a related field
• Certification in Digital Marketing or Omnichannel Strategy
• Proven training in data analytics and AI applications in marketing
• Proven track record in developing and executing omnichannel customer experience strategies in a global context
• Extensive experience in leading cross-functional teams and managing complex projects across multiple markets
• Strong understanding of digital marketing, data analytics, and emerging technologies, including AI
• Demonstrated ability to cultivate and manage a Centre of Excellence for continuous innovation and improvement
• Advanced degree (MBA or Master's) in a relevant discipline is preferred
• Leadership and management certifications are advantageous
• Ability to adhere to company policies and act as a role model for company values
• Must complete background screening, reference checks, and drug testing as part of the pre-employment screening process

Core Competencies

Demonstrates expertise in developing and executing omnichannel customer experience strategies, leveraging data analytics and AI to drive continuous improvement. Proven ability to lead cross-functional teams and manage complex projects while ensuring compliance with regulatory standards.

Highest-signal resume keywords

• Omnichannel Customer Experience Strategy
• Data Analytics
• Artificial Intelligence Applications
• Cross-Functional Team Leadership
• Digital Marketing

ATS Optimization Keywords

Hard Skills

• Omnichannel Strategy
• Data Analytics
• Digital Marketing
• Campaign Execution
• Performance Data Analysis
• KPI Monitoring
• Behavior Change Initiatives
• Digital Health Solutions
• Project Management
• Continuous Improvement

Soft Skills

• Leadership
• Mentoring
• Coaching
• Collaboration
• Communication

Certifications & Qualifications

• Digital Marketing Certification
• Omnichannel Strategy Certification
• Leadership and Management Certifications

Industry Keywords

• Centre of Excellence
• Global Context
• Regulatory Compliance
• Data Privacy Standards
• Market Optimization

Tools & Technologies

• Digital Products
• Tracking Platforms
• Marketing Calendars
• Third-Party Management
• Integrated Go-To-Market Campaigns