Associate Director, Patient CRM & Omnichannel Engagement Lead (San Rafael)

Our client is seeking a dynamic and experienced leader to serve as Associate Director, Patient CRM & Omnichannel Engagement Lead, a pivotal role responsible for defining and executing the companys global patient engagement digital capabilities within the Global Digital Center of Excellence. This business-facing role will be responsible for setting the strategy, roadmap, and execution plan for digital capabilities for patient engagement that power high-impact, compliant, and personalized interactions with patients across the full journey.

With a strong foundation in business digital strategy and patient engagement expertise, this leader will oversee the development and governance of patient CRM capabilities, primarily Salesforce Health Cloud, as well as patient omnichannel planning, execution & measurement activities. They will partner closely with global and regional business units, Market Access / Patient Services, Field, Medical, IT, and Compliance to translate strategic objectives into scalable digital solutions that drive engagement, adherence, and outcomes.

Key Responsibilities :

• Drive the strategic development, roadmap and delivery of patient CRM and patient omnichannel capabilities using Salesforce Health Cloud.
• Serve as the global product owner for patient-facing CRM tools, including design, enhancements, configuration, data flows, connections, and lifecycle governance including business configuration and administration as needed.
• Ensure capabilities and processes are compliant, scalable, and aligned with regional / local regulatory requirements and privacy policies (e.g., HIPAA, GDPR).
• Co-create omnichannel engagement strategies with Patient Services, Brand, and Market Access teams to deliver timely, relevant, and compliant messaging across channels (email, SMS, portals, call center, digital hubs, etc.).
• Translate patient journey insights into omnichannel touchpoint design and integrated campaign planning.
• Collaborate with field teams, patient services, care coordinators, marketing and field leadership to ensure CRM and omnichannel strategies are aligned with real-world patient engagement needs, field workflows, and executional realities.
• Create scalable global patient omnichannel and patient engagement frameworks for Business Units and regional teams to localize and execute
• Work in close alignment with Business Units, Markets, and cross-functional partners (Patient Services, Field, Compliance, Data Privacy) to enable omnichannel strategies that meet patient and business needs.
• Collaborate with IT on any enterprise integration, data security, and enterprise system alignment.
• Liaise with Global Privacy, Legal, and Compliance to embed appropriate standards and review processes.
• Define KPIs for patient engagement programs and develop measurement frameworks to assess performance, adoption, and impact.
• Partner with other Digital enablement teams to design and deliver patient-level digital insights, segmentation strategies, and drive continuous optimization of omnichannel efforts.
• Implement intelligent alerts and data triggers to support timely, personalized interactions with patients based on journey milestones, needs, or risks.
• Define and maintain global standards, operating models, and best practices for patient CRM and omnichannel execution.
• Lead change management and capability-building efforts across markets and functions to drive adoption and consistent execution.
• Manage agency and vendor relationships related to Patient CRM, Patient omnichannel platforms, and campaign execution support.
• Partner closely with Compliance, Legal, Program Management and Regulatory Affairs to ensure all patient engagement capabilities, including AI enabled tools, meet internal governance standards and external regulatory requirements.

Qualifications