Senior Director, Digital Customer Interaction

Cambridge, MA, United States
Sep 20, 2018
Required Education
Bachelors Degree
Position Type
Full time
Senior Director, Digital Customer Interaction

Ipsen Biopharmaceuticals Inc.

Job Description:

Position Summary

The Digital Customer Interaction (DCI) function sets out to improve the effectiveness and efficiency of all healthcare professional and patient customer interactions by advancing relevant people, process and technology capabilities. The role reports directly to the North America Vice President of Business Operations.

DCI has a dual mandate to support each of the brands and their customers, while also helping to innovate across Ipsen through sharing of best practices and establishment of standards and guidelines. The Digital Customer Interaction Group Lead oversees the delivery of this dual mandate across other franchise leaders of Digital Customer Interactions, acting in a matrixed fashion, soft-aligning with key Ipsen stakeholders, and providing domain expertise on digital channel, capabilities, and/or relevant vendors.

Essential Functions


Responsibilities will include, but are not limited to, the following:
  • Understand and align with Somatuline Depot (SD) NET business unit objectives and customer needs to help identify, design, and execute suitable digital customer interactions
  • Build and evolve subject matter knowledge regarding digital channels, capabilities, and/or relevant vendors, including the establishment of best practices and standards toward shared brand performance metrics and goals
  • Establish processes and governance, including participating in SD NET strategy and tactic development, leveraging digital customer interaction performance insights, applying best practices and standards, and soft-aligning with Procurement
  • Soft-align with needs of Ipsen Business Operations in order to allow digital customer interactions to improve efficiency of Business Insights and Analytics divisions
  • Oversee and provide concentration to one of the following digital strategies across franchises (Oncology/Endocrinology and Neuroscience): Digital Customer Interaction Analytics, Websites and Search, Display, and Social Media and Emerging Channels
  • Lead and develop Digital Customer Interaction team Associate Directors (3), including ongoing role definition and performance management
  • Identify emerging vendors and manage existing vendors of digital capabilities in collaboration with SD NET team and Procurement
  • Lead innovation of Ipsen's future digital customer interactions by identifying emerging capabilities that support the business and collaborating with Ipsen functions to operationalize
  • Facilitate interactions between Ipsen Business Analytics and Digital Customer Interaction vendors to define data requirements and govern vendor compliance
  • Collaborate with Ipsen Global Strategic Commercial Capabilities Multi-Channel Marketing Center of Excellence to align U.S. Digital Customer Interaction capabilities and initiatives
  • Report directly to the North America Vice President of Business Operations and collaborate with Senior Director of Oncology Marketing for SD NET business unit
  • Comply with all laws, regulations, and policies that govern the conduct of Ipsen U.S. staff


  • Bachelor's degree required
  • Master's degree in business administration or related field preferred

  • 15+ years of pharmaceuticals and life sciences experience preferred
  • 12+ years of experience within digital marketing preferred; agency experience is a plus
  • 10+ years of direct team leadership experience preferred, with the influence to manage a cross-functional team of individuals with diverse skill sets and backgrounds

Core Competencies (Specific knowledge, skills and abilities that enable an individual to effectively perform the job)
  • Strong interpersonal skills and collaborative nature to lead with influence and interact with brand stakeholders, executive leadership, and vendors/partners
  • Thorough understanding of digital marketing, digital capabilities, and regulatory limitations of the U.S. biopharmaceuticals market is required
  • People management and development skills
  • Strong project management skills with proven track record of optimally managing resources and budgets to balance competing priorities
  • Strong analytical and problem-solving skills to drive innovation of digital customer interactions and revenue growth across franchises

The statements contained herein reflect general details as necessary to describe the principles functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance workload.

Ipsen Biopharmaceuticals, Inc. is an equal opportunity employer. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, sexual identity, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable federal, state or local law.

Ipsen Biopharmaceuticals, Inc. conducts background screening, reference checks, and drug testing as part of its pre-employment screening process. This description is not intended to be constructed as an exhaustive list of duties, responsibilities, or requirements for the position. This position may change or assume additional duties at any time. The employee may be requested to perform different or additional duties as assigned.

All Employees are expected to adhere to all company policies and act as a role model for company values.

IPSEN is an equal opportunity employer that strictly prohibits unlawful discrimination. We recruit, employ, train, compensate, and promote without regard to an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.