Senior Associate Director, Omnichannel & 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.
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.
 

• Build the future of customer engagement in Animal Health, help design how veterinarians, pet owners and partners interact with one of the world’s leading animal health companies across species and across the customer journey.
• Shape a true omnichannel ecosystem- connect marketing, sales, retail and digital engagement into one coordinated system that accelerates commercial execution and enables faster, data informed decisions.
• Operate at the intersection of business, data and technology- work with global teams, analytics experts and external martech partners to turn customer insights into scalable engagement strategies with real commercial impact.

Help shape the future of customer engagement in Animal Health

Veterinarians pet owners and partners increasingly expect seamless, relevant, and data driven interactions with the companies they trust. At Boehringer Ingelheim Animal Health, we are building the next generation of omnichannel customer engagement, connecting marketing, sales, retail and digital touchpoints into one coordinated ecosystem that delivers value for veterinary professionals, customers and the animals they care for.
 
Within our Commercial Excellence organization, this role will help design and scale our omnichannel strategy, connecting customer insights, marketing technology capabilities and commercial priorities to improve how we engage customers across species and across the customer journey. Our ambition is not simply to add more digital capabilities, but to accelerate commercial execution and enable faster, data informed decision making across the organization.
 
The Senior Associate Director, Omnichannel & Customer Engagement will help design and operationalize our omnichannel engagement model across the U.S. animal health ecosystem. Rather than managing isolated campaigns or digital channels, this role focuses on how engagement works as an integrated system across marketing, sales and retail environments.

By connecting customer insights, digital engagement capabilities and commercial priorities, this role helps the organization:
• Accelerate commercial execution
• Enable faster, data informed decisions
• Create more relevant customer interactions
 
This role works closely with local and global teams including:
• Marketing
• Sales and Customer Facing Excellence
• Retail and Commercial Teams
• Global commercial & IT teams
 
Partner with key Commercial Excellence capabilities such as:
• Data Management & Reporting
• Customer Facing Excellence
• Analytics & Insights
 
Marketing technology capabilities supporting engagement are delivered through external partners, agencies and international hubs, and this role ensures these capabilities translate into scalable customer engagement strategies.

Duties & Responsibilities

Marketing technology capabilities supporting engagement are delivered through external partners, agencies and international hubs, and this role ensures these capabilities translate into scalable customer engagement strategies.

What you will help build

Omnichannel customer engagement strategy
Design and operationalize engagement strategies that connect interactions across companion animal, equine and livestock businesses, ensuring a consistent and relevant customer experience across channels.

Customer journey orchestration
Design and optimize customer journeys across marketing, sales, retail and digital engagement, ensuring interactions are coordinated and aligned with commercial priorities.

Digital Next Best Engagement
Enable data‑driven digital engagement models leveraging marketing automation, customer analytics and behavioral signals to trigger relevant interactions across touchpoints.

Field‑force engagement models and Next Best Actions for the sales organization are led by Customer Facing Excellence, and this role ensures digital engagement strategies complement and reinforce that approach.

Martech‑enabled engagement
Shape how marketing technology platforms and engagement tools delivered through agencies, partners and international hubs support segmentation, journey orchestration, trigger‑based campaigns and performance measurement.

Data‑driven commercial decision making
Translate customer insights, analytics and engagement signals into actionable frameworks that help teams prioritize opportunities, accelerate commercial execution and enable faster decision making.

Change leadership
Help lead the transition from traditional channel‑based marketing to integrated omnichannel engagement, influencing stakeholders and supporting the adoption of new ways of working.

Who we are looking for

We are not looking for a traditional digital manager. We are looking for a senior leader who understands commercial business dynamics and customer engagement transformation. The ideal candidate combines strategic thinking with operational execution and is comfortable working across complex commercial ecosystems.

Experience in areas such as:
• Omnichannel strategy or customer engagement leadership
• Marketing automation and engagement platforms
• Customer journey design and orchestration
• Customer analytics and data‑driven commercial decision making
• Collaboration across marketing, sales and retail ecosystems

Candidates often come from industries such as:
• Animal health and veterinary ecosystems
• Healthcare and life sciences
• Retail or digital commerce platforms
• Consumer engagement technology companies

Why this role matters

Animal health plays a critical role in the wellbeing of animals, the sustainability of agriculture and the bond between pets and their families. Delivering meaningful engagement with veterinary professionals and partners requires new capabilities, new technologies and new ways of working. This role is part of the team helping make that transformation possible

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.

AHCE26