Director, Customer Engagement Platforms

Job Overview

The Director, Customer Engagement Platforms (CEP) will be responsible for overseeing the development, implementation, and optimization of customer engagement platforms, starting with, but not limited to, Otsuka’s Medical Affairs Disease State Engagement platforms (Psych

U, Psych Usim, ADPKDsim, and NephU). Reporting to the Sr. Director for Engagement and insights Excellence, the Director will manage the Customer Engagement Platform Team, collaborate with cross‑functional groups, drive innovation, and ensure our communities’ success. Additionally, this role will keep up to date and provide recommendations on engagement tactics and tools to drive future activities. This position requires a deep understanding of customer engagement strategies and tactics, knowledge on engagement platforms and tools, and the ability align our platform initiatives to corporate, above brand and medical strategies.

This successful candidate will need strong project management skills, proficiency in team management and team building, and the ability to effectively collaborate cross‑functionally to provide high‑quality educational resources paired with the best‑in‑class delivery mechanism needed for today’s healthcare professionals, caregivers, and patients.

• Strategy Execution :
  Execute the overarching customer engagement strategy on current and future engagement platforms, aligning medical/business objectives.

• Platform Management :
  Lead the management and optimization of customer engagement platforms, including marketing automation and analytics tools.

• Team Management :
  Lead a high‑performing team of operational specialists, including webinar production, medical writing, and customer service engagement specialists.

• Data‑Driven Insights :
  Utilize data analytics and insights to continuously improve engagement strategies and measure performance against KPIs.

• Technology Integration :
  Stay updated on the latest customer engagement technologies and trends, identifying opportunities for implementation.

• Budget Management :
  Manage the budget for customer engagement initiatives, ensuring cost‑effective solutions.

• Continuous Improvement :
  Stay informed about the latest developments in disease research and medical education. Seek feedback from users and stakeholders to identify areas for improvement. Implement enhancements and updates to meet evolving educational needs and align with future Omnichannel initiatives.

• BS or BA in Marketing, Communication, Information Technology, or a related field required.

• Advanced degree or equivalent experience (at least 8 years’ experience in pharmaceutical or related industry consulting experience) preferred.

• Preferred experience managing website communities or pharmaceutical educational programs.

• Experience with social media and web analytics (e.g., Google analytics) preferred.

• Proven track record of at least 7‑10 years in customer engagement, corporate communications, or related roles, using various engagement platforms.

• Strong leadership and team management skills.

• Proficiency in customer engagement platforms and tools.

• Exceptional analytical and problem‑solving abilities.

• Excellent communication and interpersonal skills.

• Strategic thinker with a results‑oriented mindset.

• Experience working in remote or hybrid teams is a plus.

Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.

Strategic Thinking & Problem Solving - Make decisions considering the long‑term impact to customers, patients, employees, and the business.

Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.

Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.

Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.

Empowered Development - Play an active role in professional development as a business imperative.

Minimum $ - Maximum $, plus incentive…