Director, Global Customer Engagement Platforms

Overview

The Director,Global Customer Engagement Platforms leads business product ownership for Alnylam's CRM and CDP ecosystems, ensuring they enable compliant, data-driven customer engagement across the U.S., with a clear eye toward scalability and applicability in international markets.

This role defines how customer data, consent, segmentation, and personalization come together to support meaningful, measurable engagement across email, field-enabled, and digital channels. While the primary focus is U.S. execution, the Director is accountable for designing standards, configurations, and operating models that can be reused outside the United States without creating market-specific one-offs.

The Director, Customer Engagement leads a team of customer engagement leaders and serves as the people manager. Together, this team ensures consistent execution standards across markets while allowing for appropriate regional variation.

A critical aspect of this role is close partnership with the International Omnichannel Operations lead to ensure that customer engagement capabilities designed centrally can be executed effectively in non-U.S. markets. The Director works closely with IT technical product owners, Analytics, Content Enablement, and Omnichannel Operations to translate engagement strategy into scalable, compliant execution.

• Serve as business product owner for CRM and CDP platforms, setting priorities aligned with enterprise data, engagement, and compliance goals.
• Define and enforce standards for audience segmentation, data hygiene, consent management, and journey orchestration.
• Design configuration frameworks for journeys, triggers, and audience activation that support reuse across regions through configuration rather than customization.
• Partner closely with the International Omnichannel Operations lead to ensure engagement standards are executable and scalable outside the U.S.

• Translate marketing and omnichannel needs into actionable platform requirements, workflows, and data models.
• Partner with Omnichannel Operations to ensure data, audiences, and personalization logic are ready prior to campaign launch.
• Maintain platform documentation, including configuration standards, naming conventions, and data flow definitions.
• Ensure access controls, role permissions, and audit readiness across internal teams and agencies.

• Embed privacy, consent, and preference management into all CRM and CDP workflows.
• Ensure platforms meet data security, retention, and audit requirements under GDPR, HIPAA, and other applicable regulations.
• Partner with Data Governance and Compliance on incident response and ongoing risk mitigation.

• Define and track KPIs related to platform performance, adoption, and execution efficiency.
• Establish feedback loops between Analytics, Operations, and Marketing to improve segmentation and personalization quality.
• Identify opportunities to automate workflows, improve deliverability, and increase targeting precision over time.

• Act as the primary business counterpart to IT for CRM and CDP platforms, jointly managing backlog and prioritization.
• Collaborate with Content Enablement Platforms to ensure content, metadata, and assets integrate cleanly into engagement workflows.
• Lead enablement and change‑management efforts to drive consistent platform adoption across regions.
• Oversee external vendors and service providers supporting configuration and fulfillment work, enforcing quality and performance standards.

• IT / Strategic Technology: Technical product owners for CRM and CDP platforms; joint release and governance processes.
• International Omnichannel Operations: Ensure customer engagement frameworks scale and execute effectively outside the U.S.
• CXI Omnichannel Operations: Coordination of campaign sequencing, audience activation, and readiness.
• Content Enablement Platforms: Integration of content and metadata into CRM/CDP workflows.
• Analytics & Data Strategy: Audience design, measurement alignment, and optimization…