Senior Associate Director, Customer Experience & Omnichannel Innovation

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.

The SR AD, Omnichannel will lead the execution and ongoing optimization of omnichannel initiatives, translating omnichannel strategy into coordinated, compliant, measurable activation with focus on delivery excellence, field enablement, and adoption.

• Reimagine the future of customer engagement in Animal Health, help design how veterinarians, pets owners and partners experience interactions with one of the world’s leading animal health companies across species and across the customer journey.
• Experiment with new engagement models and technologies, explore emerging channels, digital touchpoints and innovative ways to engage veterinary professionals, customers and partners
• Turn ideas into real commercial innovation, work with marketing, sales, retail and analytics teams to test, learn and scale new customer engagement approaches across the ecosystem.

Help shape the future of engagement in Animal Health

Veterinarians, partners and pet owners increasingly expect seamless, personalized and meaningful experiences with the companies they trust. At Boehringer Ingelheim Animal Health, we are evolving how we engage with customers across species, channels and the full customer journey.

Within our Commercial Excellence organization, this role will help shape the future of customer experience and engagement innovation, exploring new technologies, channels and interaction models that strengthen our relationships with veterinarians, partners and customers. Our ambition is not simply to adopt new technologies, but to continuously improve how customers experience our company across every interaction.

The Senior Associate Director, Customer Experience & Omnichannel Innovation plays a key role in shaping how customer engagement evolves across the U.S. animal health ecosystem. This role focuses on identifying, testing and scaling new engagement models that enhance the customer experience across marketing, sales, retail and digital interactions.

By combining customer insights, experimentation frameworks and emerging engagement technologies, this role helps the organization:

• Improve customer experience across touchpoints
• Test and scale innovative engagement approaches
• Accelerate learning and innovation in customer engagement

The role works closely with local and global teams including:

• Marketing
• Sales and Customer Facing Excellence
• Retail and commercial partners
• Global commercial & IT teams

Also key Commercial Excellence capabilities including:

• Data Management & Reporting
• Analytics & Insights
• Customer Facing Excellence

Marketing technology capabilities supporting engagement are delivered through external partners, agencies and international hubs, and this role helps explore how these capabilities can enable new engagement models.

Duties & Responsibilities

Customer experience innovation across species

Identify opportunities to improve how veterinarians, partners and customers experience interactions with the company across companion animal, equine and livestock businesses.

New engagement models and touchpoints

Explore emerging channels, technologies and interaction models that enhance engagement across digital, commercial and hybrid touchpoints.

Customer journey innovation

Design and test new ways to improve the customer journey across marketing, sales, retail and digital engagement environments.

Experimentation and agile engagement

Lead test-and-learn initiatives, experimentation frameworks and pilot programs that explore new engagement approaches before scaling them across the organization

Martech-enabled experience innovation

Collaborate with agencies, technology partners and international hubs to test new capabilities enabled by marketing technology platforms and engagement tools.

Insight-driven innovation

Leverage customer insights, analytics and behavioral signals to identify opportunities for improving engagement and customer experience.

Change leadership

Support the organization in adopting new engagement approaches by influencing stakeholders and introducing new ways of thinking about customer experience.

Who we are looking for

We are looking for a senior leader with a strong customer mindset and passion for innovation in engagement and experience design. The ideal candidate combines curiosity, experimentation and commercial understanding, and is comfortable translating new ideas into practical business applications.

Experience in areas such as:

• Customer experience strategy
• Omnichannel engagement innovation
• Experimentation and agile test-and-learn approaches
• Customer journey design
• Digital engagement and emerging interaction models

Candidates often come from industries such as:

• Animal health or veterinary ecosystems
• Healthcare or life sciences
• Digital commerce platforms
• Consumer experience and engagement technology companies

Why this role matters

Veterinary professionals and partners increasingly expect engagement that is relevant, seamless and meaningful. Delivering these experiences requires organizations to continuously experiment, learn and evolve how they engage with customers. This role helps Boehringer Ingelheim Animal Health stay at the forefront of customer experience innovation in Animal Health.

Requirements

• Bachelor’s degree required
• Advanced degree preferred
• 10+ years relevant experience
• Execution leadership
• Analytical mindset
• Stakeholder management
• Adaptability
• Communication
• High learning agility
• 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.

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