Executive Director, Customer Engagement and Experience Community Lead

For our client, we are seeking a Executive Director, Customer Engagement and Experience Community Lead to join the team of a leader in the Pharmaceuticals & Biotech space.

This leader will own the enterprise strategy for HCP customer engagement and experience, with a strong emphasis on shaping how healthcare professionals interact with the organization across the customer journey. The role will translate customer experience priorities into practical engagement principles, bring customer insights to senior leaders, and help align cross-functional teams around a more integrated approach to engagement. This is a highly visible leadership position that also guides and develops the field organization and the broader customer engagement team.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $259,600 – $356,950 annually

Responsibilities

• Set and lead the enterprise HCP customer engagement strategy
• Translate HCP experience priorities into clear engagement principles
• Elevate customer insights to inform senior decision-making
• Establish an integrated HCP engagement framework with cross-functional teams
• Lead and develop the field organization for strategic engagement
• Serve as the senior HCP customer engagement leader across the community model
• Lead, coach, and develop the Customer Engagement & Experience team

Qualifications

• BA/BS required; advanced degree preferred
• 15+ years of relevant commercial experience in biotech or pharmaceuticals
• Significant leadership experience in HCP marketing and customer experience
• Proven track record in therapeutic area leadership and thought leader engagement
• Strong understanding of HCP customer journeys and omnichannel engagement

Benefits

• Short-term and long-term incentive program eligibility
• Comprehensive benefits package including health benefits
• Retirement savings plans available

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.