ED, Omnichannel, Digital & Customer Engagement

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Department Overview

The Omnichannel, Digital & Customer Engagement organization sits at the intersection of data, digital innovation and customer experience, shaping how veterinarians, clinics, consumers and partners interact with the company across every touchpoint.

This team operates in Commercial Excellence as a strategic engine for commercial transformation, combining advanced analytics, digital engagement, experiential marketing, B2B eCommerce enablement and customer insights to design modern, connected experiences that reflect how veterinary professionals learn, interact and make decisions today.

Inspired by the best practices of consumer technology and digital platforms, the organization builds engagement ecosystems that integrate digital journeys, field interactions, educational content, commerce touchpoints and industry experiences into a single connected customer strategy.

The department brings together capabilities across:
- Omnichannel strategy and orchestration
- Digital engagement platforms and marketing automation
- B2B eCommerce enablement and digital customer journeys
- Data-driven customer insights and next-best-action models
- Experiential engagement and industry events
- Customer experience design inspired by modern consumer platforms

Together, these capabilities enable a modern commercial model where every interaction whether digital, field-based, experiential or transactional contributes to stronger relationships, smarter decisions and measurable business impact.

Role Overview

The Executive Director, Omnichannel, Digital & Customer Engagement leads the transformation of customer engagement across all commercial touchpoints.

The role is responsible for designing and scaling a fully integrated omnichannel ecosystem that connects digital platforms, data, field execution, B2B commerce environments and experiential interactions to deliver a seamless and modern customer journey.

This leader drives strategic innovation in how veterinarians, consumer, stakeholders and clinics engage with the organization — ensuring that every interaction, from digital platforms to industry events, contributes to a coherent and high-impact engagement strategy.

In addition to digital and analytics capabilities, the role oversees the strategic evolution of industry events, congresses and experiential engagements, transforming them from standalone marketing activities into high-value engagement platforms integrated with omnichannel journeys, customer insights, digital content ecosystems and measurable commercial outcomes.

The Executive Director partners closely with Marketing, Sales, IT, Commercial Excellence, Data & Analytics and Global teams to deliver modern engagement models that reflect the expectations of today's digitally-enabled customers.

Strategic Scope – Digital, Commerce & Experiential Engagement

As part of the Omnichannel strategy, the role leads the evolution of engagement across digital platforms, B2B commerce environments and industry experiences into a modern customer engagement ecosystem.

• Digital Engagement Ecosystem:
  • Design and scale digital engagement capabilities including marketing automation, digital content platforms, customer portals and data-driven engagement journeys that enable personalized interactions with veterinary professionals and clinics.
• B2B eCommerce & Digital Customer Journeys:
  • Partner with commercial and external platforms to enable modern B2B commerce experiences where education, product discovery, digital engagement and purchasing journeys are seamlessly connected.
• Consumer-Tech Inspired Engagement:
  • Bring inspiration from consumer technology ecosystems to design intuitive, frictionless and personalized engagement models that reflect modern expectations for digital experiences, content discovery and customer interaction.
• Experiential Engagement Strategy:
  • Design a strategic framework where industry congresses, sponsorships, educational forums and key external events become integrated components of the omnichannel ecosystem, reinforcing brand presence, customer education and scientific exchange.
• Omnichannel Event Integration:
  • Connect events with digital channels, CRM systems, content ecosystems and data platforms to ensure every interaction before, during and after events contributes to a continuous engagement journey.
• Customer Experience Design:
  • Transform engagement across all touchpoints — digital, field, commerce and events — into immersive customer experiences aligned with modern user experience and service design principles.
• Insight Generation:
  • Leverage digital engagement signals, commerce interactions and event participation as strategic listening posts to generate actionable insights on customer needs, behaviors and emerging market trends.

Duties & Responsibilities

Key Responsibilities

• Lead the design of a fully integrated omnichannel engagement ecosystem across digital, field, commerce and experiential touchpoints.
• Drive digital transformation in customer engagement, including marketing automation, digital content platforms and engagement analytics.
• Enable B2B digital commerce experiences that connect education, engagement and purchasing journeys.
• Elevate industry events and congresses into strategic engagement platforms connected to the broader omnichannel customer journey.
• Integrate event engagement with CRM, analytics and digital platforms to generate insights and enable personalized engagement.
• Drive innovation in hybrid engagement models combining digital experiences with in-person interactions.
• Bring inspiration from consumer technology and digital platforms to continuously improve the customer experience.
• Develop scalable frameworks for customer experience design across digital platforms, commerce environments and events.
• Partner with Marketing, Sales and Data & Analytics teams to translate customer insights into actionable engagement strategies.
• Ensure measurable ROI through data-driven engagement metrics, customer insights and commercial impact analysis.

Strategic Impact

Through the integration of digital engagement, B2B commerce capabilities and experiential interactions, the role enables the organization to build deeper relationships with veterinary professionals, modernize industry presence through connected digital and physical experiences, and drive measurable commercial outcomes through data-driven engagement models inspired by leading digital ecosystems.

Requirements

• Bachelor’s degree in Business or Marketing, Advanced degree in Digital preferred.
• 15+ years of relevant experience incl. leading people.
• Strategic thinking combined with strong execution discipline.
•  Enterprise-level leadership and influence across functions.
• Data-driven decision-making and performance orientation.
• Ability to simplify complex systems and drive focus.
• Strong communication, stakeholder management, and change leadership skills.
• Credibility with senior commercial and marketing & sales leaders.
• High learning agility and resilience in a fast-paced environment.

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).
• Must be 18 years of age or older.

AHCE26