Associate Director – Patient CRM & Omnichannel Engagement Lead

Overview

Bio Marin 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 Bio Marin’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.

• 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.

• Bachelor's degree in Life Sciences, Business, Marketing, or related field; advanced degree preferred.
• 8+ years of experience in…