Associate Director Omnichannel Platforms

Key Responsibilities 

• Translate business needs into a clear, prioritized product backlog and actionable user stories.

• Validate functional designs and configurations against business requirements, ensuring harmonization with global standards and compliance expectations.

• Partner with cross-functional teams and stakeholders to define business processes and enable seamless integration across systems and channels.

• Provide subject-matter expertise across Marketing Platform modules, journey orchestration, engagement, and broader omnichannel capabilities.

• Shape backlog prioritization, sprint planning, and acceptance criteria in partnership with development and delivery teams.

• Review and validate system builds, support UAT, and confirm business readiness prior to deployment.

• Identify process gaps, risks, and improvement opportunities, and drive continuous optimization of Omnichannel Platforms capabilities.

• Enable change, training, and adoption by sharing product expertise, insights, and practical guidance for rollout.

• Serve as a key SME point of contact—driving clarity, alignment, and timely decision-making across stakeholders.

• Lead business demos to showcase new Omnichannel Platforms capabilities and communicate the end-to-end process.

Essential Requirements 

• 10–12 years of relevant experience in technology development.

• Strong experience with pharma omnichannel/CRM platforms, including deep knowledge of core modules and processes.

• Experience working in Agile delivery models, including backlog management, sprint planning, and collaboration with global stakeholders.

• Strong stakeholder management and communication skills, with the ability to influence senior leaders and align priorities across markets.

• Proven ability to lead cross-functional teams in global or multi-market environments.

• Excellent facilitation and executive-level communication skills, including leading workshops and driving decisions.

Desirable Requirements 

• Experience leading large transformation programmes with internal teams and external implementation partners.

• Exposure to Veeva/Salesforce CRM or other enterprise-scale CRM platforms.

• Experience in pharma, commercial excellence, or multi-market transformation environments.

• Understanding of AI/ML-driven omnichannel use cases (e.g., next-best-action, predictive targeting, engagement analytics, marketing mix models) and supporting capabilities.