Senior Patient Experience Manager

The Position 

The Senior Manager, Patient Experience will lead the evolution from traditional patient support to a consumer-led, differentiated Patient Experience in Canada. Using evolving consumer needs, behaviours, and insights, the role will translate the Global Signature Patient Experience strategy into timely, personalized branded experiences that meet patients where they are. This includes execution across online pharmacies, virtual healthcare, pharmacy networks, and Patient Experience vendors to improve access, initiation, adherence, persistence, and sustained engagement.
 
Reporting to the Consumer Marketing Director, the role will identify opportunities, evaluate partners, manage relationships, and coordinate cross-functional execution. It will develop patient experience plans and a patient Integrated Customer Plan aligned with global and local brand priorities, connecting consumer marketing and Patient Experience objectives across the treatment journey. The Senior Manager will also build and socialize expertise in the rapidly evolving online pharmacy and virtual healthcare channel.
 
Success requires strategic thinking and hands-on execution in a complex, fast-paced environment. The role demands expertise across patient journeys, reimbursement support, specialty markets, vendor and project management, omnichannel execution, stakeholder engagement, and analytics, with the ability to solve complex problems and balance short- and long-term implications across provincial and key-account settings.

This job posting is for an existing vacant position. 

Responsibilities

Online Pharmacy/Virtual Health Commercial Partnerships

• Support the online pharmacy and virtual healthcare strategy established by Consumer Marketing leadership.
• Identify, assess, and develop partnerships across disease awareness, patient support, treatment onboarding, adherence, digital engagement, data, analytics, and omnichannel activation.
  • Disease awareness
  • Patient support services
  • Treatment onboarding
  • Adherence and persistence programs
  • Digital engagement solutions
  • Data and analytics initiatives
  • Omnichannel activation
  • Consumer and patient marketing (in partnership with the Manager, Consumer Marketing)
• Develop business cases, opportunity assessments, and recommendations covering marketing, patient support, distribution, and data-sharing opportunities.
• Serve as a primary day-to-day contact for selected external partners.
• Contribute insights and recommendations to partnership planning discussions.
• Monitor competitor activity and evolving online pharmacy opportunities within Canada
• Support partnership discussions, negotiations, and contracting processes in collaboration with internal stakeholders.
• Coordinate cross-functional teams to ensure successful execution of initiatives and drive new innovative approaches through internal approval processes (Innovation Governance Board)
• Manage project plans, timelines, deliverables, and stakeholder communications.
• Monitor partnership performance against agreed objectives and KPIs.
• Facilitate regular business reviews and performance discussions
• Identify and address operational issues to ensure successful delivery.
• Coordinate pilot programs and test-and-learn initiatives with external partners.
• Ensure activities with online pharmacies and virtual health platforms operate within established governance processes and approval frameworks.
• Partner with Legal, Compliance, Regulatory Affairs, Medical Affairs, and Market Access to support compliant execution.

Patient Experience and Support

• Develop and execute plans aligned with the Global Signature Patient Experience roadmap and global and local brand priorities, with accountability for Patient Experience strategies, budgets, and activities across multiple therapeutic areas.
• Lead the evolution and Canadian execution of Patient Experience beyond traditional patient support, creating differentiated branded experiences that help patients feel understood and supported across the full treatment journey.
• Continuously translate changing consumer needs, behaviours, experiences, and insights into timely, personalized experiences delivered through the channels and moments that matter most.
• Apply consumer-packaged-goods principles—including relevance, simplicity, personalization, convenience, and consistent brand expression—to reimagine how patients engage with the organization and its brands.
• Champion and socialize the Patient Experience vision across Canada, building cross-functional understanding, alignment, and organizational readiness for new ways of working.
  Lead test-and-learn initiatives, partnerships, and scalable solutions that challenge traditional patient-support models and improve patient activation, experience, and long-term engagement.
• Lead programs from initial design through launch and ongoing management, partnering with Patient Experience vendors, online pharmacies, and virtual healthcare platforms to deliver patient access, onboarding, education, activation, adherence, and persistence initiatives.
• Serve as the primary Patient Experience vendor contact, overseeing contracts, service delivery, quality standards, budgets, and regular business reviews with brand teams and vendors.
• Develop patient journey communications, welcome programs, CRM campaigns, and support materials; identify communication needs, preferred channels, and engagement approaches that improve patient and customer satisfaction.
• Ensure consumer marketing activities and Patient Experience objectives are aligned across the treatment journey and oversee Patient Experience branding and materials in collaboration with Consumer Experience and agency partners.
• Analyze data, market insights, advisory boards, customer feedback, and other business information to develop Patient Experience forecasts and dashboards and provide ongoing insights and progress updates to brand teams.
• Monitor leading and lagging indicators across treatment access, enrollment, initiation, adherence, persistence, customer satisfaction, and program usage; identify opportunities, execute corrective actions, and manage issues to continuously improve program effectiveness.
• Secure internal governance approvals and coordinate cross-functional review with Medical, Legal, Regulatory, Compliance, Pharmacovigilance, Privacy, Market Access, and other stakeholders to ensure programs meet local and global requirements.
• Maintain awareness of national, regional, and local trends affecting patient support programs and engage customers to gather feedback and co-create solutions.
  Together with procurement, negotiate contract(s) with vendors to attain projects and programs in a cost effective manner.

This position is based in the Burlington, Ontario office located at 5180 South Service Road and is flexible.
Employees in flexible roles are required to be at the office a minimum of 50% of the time each month and must report to the office when requested and required by their Manager/Department.  

Requirements 

• Bachelor's degree in Business, Marketing, Health Sciences, Commerce, or related field.
• Minimum 7+ years of pharmaceutical, biotech, or healthcare industry experience, ideally spanning specialty sales, account management, marketing, medical affairs, market access, business development, partnerships, consulting, or related commercial roles.
• Experience working in a CPG (consumer packaged goods) space an asset
• Experience supporting or managing external partnerships and innovative cross-functional initiatives.
• Experience working with virtual healthcare providers, online pharmacies, patient support programs or digital health organizations.
• Minimum 3+ years of experience directly designing, executing, or managing patient support programs and patient engagement initiatives.
• Demonstrated ability to design, execute, measure, and optimize CRM, digital, and omnichannel solutions that activate patients and support business objectives.
• Solid understanding of Canadian pharmaceutical regulations and compliance frameworks related to patient-facing communications, data privacy, pharmacovigilance, and non-promotional activities.
• Strong vendor, agency, stakeholder, and project management capabilities; experience with vendor selection and management is an asset.
• Strong understanding of the Canadian healthcare environment, including national healthcare systems and treatment pathways; knowledge of specialty or rare-disease reimbursement is highly beneficial.
• Experience developing business cases, opportunity assessments, and recommendations.
• Strong project management, communication, stakeholder management, and negotiation skills, with the ability to influence across brand teams, departments, vendors, and the broader organization.
• Ability to work independently in a fast-paced environment, manage multiple initiatives, self-prioritize workload, and balance role-specific priorities with the needs of brand teams and the organization.

Total Rewards