Omnichannel Marketing Director

Overview

Omnichannel Marketing Director–Pharmaceutical & Healthcare Marketing Agency
Comp: $120K-$150K
ONSITE role in Norwood, MA 4x week, WFH fridays

About the Opportunity

A growing healthcare marketing agency is seeking a strategic and highly collaborative Omnichannel Marketing Director to lead communications and engagement planning across its pharmaceutical and healthcare client portfolio.

This is a senior, client-facing role for an experienced marketer who can translate complex business objectives, audience insights, and brand strategies into connected, actionable communications journeys. The Director will help pharmaceutical clients engage patients, caregivers, and healthcare professionals through coordinated experiences spanning CRM, email, SMS, web, paid media, call centers, field communications, print, and live or virtual experiences.

Much of the agency’s work supports patient services and patient support programs, requiring thoughtful orchestration across multiple moments and channels. The right person will understand how a patient or healthcare professional moves through an experience, where barriers arise, what communication should happen next, and how each interaction can be measured and improved.

This individual must be equally comfortable developing the overarching strategy, mapping a detailed journey, presenting recommendations to clients, and guiding internal teams as the strategy moves into execution.

What You’ll Do

Develop Connected Omnichannel Strategies

• Build omnichannel engagement strategies that connect business goals, audience needs, journey stages, communication channels, content requirements, and measurable outcomes.
• Translate pharmaceutical brand, patient, HCP, acquisition, support, and adherence strategies into clear tactical and communications plans.
• Design coordinated journeys across email, SMS, CRM, websites, paid media, search, social, direct mail, print, field-triggered communications, call centers, and live or virtual experiences.
• Map patient, caregiver, and healthcare professional journeys to identify key moments, barriers, behaviors, triggers, and engagement opportunities.
• Develop detailed communications plans, customer journey maps, blueprints, channel ecosystems, and engagement frameworks.
• Determine the role of each channel and ensure communications are appropriately sequenced across the customer experience.
• Help clients evolve programs over time by identifying new capabilities, channels, technologies, and opportunities for greater sophistication.

Lead Client Strategy and Consultation

• Serve as a senior strategic partner to pharmaceutical and healthcare clients.
• Attend client meetings to understand business needs, uncover opportunities, and translate client input into actionable recommendations.
• Present omnichannel plans, customer journeys, strategic frameworks, and program recommendations with confidence and clarity.
• Lead stakeholder interviews, discovery sessions, and collaborative workshops.
• Ask thoughtful questions that uncover unmet needs and opportunities beyond the initial assignment.
• Help clients move from disconnected tactics toward more coordinated, customer-centered engagement programs.
• Clearly explain the strategic rationale behind channel, content, sequencing, and measurement recommendations.
• Support organic account growth by identifying opportunities to expand or improve existing programs.

Guide Cross-Functional Execution

• Partner closely with creative, content, digital, media, analytics, technology, client services, project management, and production teams.
• Translate client needs and approved strategies into clear direction for internal teams.
• Ensure strategic thinking carries through creative development, content planning, technology implementation, production, and regulated review.
• Direct work across disciplines in a highly collaborative, matrixed, and relatively flat organization.
• Provide strategic oversight without relying on formal authority or direct reporting relationships.
• Review deliverables to ensure they remain aligned with the overall customer journey, business objectives, and measurement strategy.
• Help teams prioritize work, navigate changing inputs, and make practical decisions when the path is not fully defined.

Apply Measurement and Optimization Thinking

• Define meaningful KPIs, testing opportunities, and success measures for omnichannel programs.
• Partner with analytics specialists to understand program performance and identify opportunities for improvement.
• Ensure each recommendation is connected to a measurable business or engagement objective.
• Apply a strong understanding of testing, optimization, and performance measurement when developing communication plans.
• Use research, audience insights, stakeholder input, data, and analytics to inform recommendations.
• Help clients improve the sophistication and effectiveness of their programs over time.

What We’re Looking For

• Approximately 10 or more years of experience in omnichannel marketing, CRM, digital strategy, customer engagement, communications planning, brand strategy, or a related discipline.
• Meaningful experience within pharmaceutical, biotech, healthcare, health services, or a closely related regulated industry.
• Ideally five or more years of exposure to pharmaceutical marketing or communications.
• Strong understanding of the U.S. pharmaceutical and healthcare landscape.
• Experience developing connected customer journeys, communications plans, engagement strategies, journey maps, blueprints, or channel ecosystems.
• Demonstrated experience working across CRM, email, SMS, web, paid media, search, social, direct mail, print, field communications, and experiential channels.
• Experience engaging patients, caregivers, healthcare professionals, or other healthcare audiences.
• Understanding of the regulatory considerations that affect pharmaceutical communications and marketing execution.
• Strong client-facing presentation, consultation, and facilitation skills.
• Ability to translate broad client needs into organized plans, internal deliverables, and executable recommendations.
• Strong understanding of content strategy across digital and traditional channels.
• Measurement-oriented thinking, including the ability to define KPIs, testing approaches, and optimization opportunities.
• Experience working effectively with creative, content, project management, digital, technology, media, and analytics teams.
• Ability to lead and influence cross-functional teams in a matrixed environment.

Especially Valuable Experience

The following experience would be beneficial but is not required:

• Patient support programs or patient services.
• Patient acquisition, onboarding, adherence, persistence, or nurture programs.
• Pharmaceutical hub services or call-center-integrated communications.
• Market access, reimbursement, affordability, or access-related programs.
• Field-triggered communications.
• Stakeholder interviews and strategic discovery.
• Healthcare payer, pharmacy, health plan, or health-services experience combined with pharmaceutical exposure.
• Agency experience within a fast-paced, multi-client environment.
• Experience helping clients mature programs by introducing new digital capabilities, communications channels, or engagement models.

The Ideal Candidate

• You are a senior strategist who can see the entire customer experience while still understanding the details that make a plan executable.
• You know that omnichannel marketing is not simply placing similar messages across multiple channels. It requires understanding the audience, identifying the right moments, determining the role of each channel, coordinating communications, defining triggers, and establishing meaningful measures of success.
• You are comfortable presenting to clients, listening for needs that may not be explicitly stated, and challenging teams to think beyond isolated tactics. You can move quickly, change direction when necessary, and remain composed when priorities evolve.
• You are also a collaborative agency partner. You enjoy working with creative professionals, content strategists, digital teams, project managers, analysts, technologists, and account leaders. You can direct work and create alignment without needing a large formal team reporting to you.
• Most importantly, you bring curiosity, sound judgment, strong marketing fundamentals, and the ability to turn complexity into a practical path forward.

What Success Looks Like

Within the first year, the Omnichannel Marketing Director will:

• Become a trusted strategic partner to key pharmaceutical and healthcare clients.
• Develop clear, connected, and actionable engagement plans.
• Improve alignment between client objectives, customer journeys, content, channels, and measurement.
• Help internal teams translate strategy into coordinated execution.
• Identify opportunities to expand and improve long-term client programs.
• Elevate the agency’s omnichannel planning capabilities.
• Bring greater structure, consistency, and sophistication to patient and HCP communications.
• Contribute to strong, enduring client relationships.

Benefits

The organization offers a comprehensive benefits package that includes:

• Medical, dental, and vision insurance.
• Health Savings Account with employer contribution.
• 401(k) with company match.
• Profit-sharing bonus plan.
• Life insurance.
• Paid time off and paid holidays.
• Family leave.
• Short-term and long-term disability coverage.
• Tuition reimbursement.
• Employee wellness resources.
• Discounted fitness membership.
• Access to a generous onsite café.

Equal Opportunity

• The employer is committed to creating an inclusive workplace and considers qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

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