Executive Director, Omnichannel Excellence and Personalization Lead

Responsibilities

• Define and evolve BMS’s multi-year omnichannel vision and maturity model across Therapeutic Areas.
• Own and continuously evolve the BMS Omnichannel Blueprint for consistent, high-quality personalization at scale.
• Prioritize capability investments based on business impact, scalability, and resource constraints.
• Serve as senior-most Product Owner for omnichannel enablement with end-to-end delivery accountability.
• Identify and scale AI tooling for next-best-engagement, journey orchestration, and dynamic channel optimization.
• Partner to source/build AI capabilities as part of a shared technology roadmap.
• Pilot and scale agentic technologies supporting personalization and field/digital orchestration.
• Ensure interoperability across CRM, CDP/MDM, CMP, marketing automation, and analytics.
• Establish KPIs, measurement governance, and performance frameworks.
• Use AI/ML and agentic frameworks to deliver actionable insights and optimize omnichannel performance.
• Translate insights into brand performance strategies.
• Design/govern end-to-end omnichannel workflows from planning to activation to measurement.
• Build/maintain engagement model between brand teams and omnichannel/personalization experts; maintain playbooks and forums.
• Lead adoption programs, upskilling, and enablement communities.
• Define/track KPIs for usage, time-to-activation, engagement performance, and ROI.
• Lead executive narrative on omnichannel maturity progress and transformation outcomes.
• Lead investment planning, budget tracking, and vendor contract governance; manage multi-vendor ecosystem; ensure compliance and audit readiness.
• Manage three Directors; provide strategic guidance; own career pathing, skills evolution, and succession planning.

• 10+ years building/executing personalized or omnichannel marketing campaigns across personal and non-personal channels.
• 10–15 years marketing org experience with senior cross-functional influence.
• Proven Product Owner with end-to-end delivery accountability.
• Hands-on enterprise personalization platforms:
  Adobe, Salesforce, Google, or comparable.
• Active applied fluency with AI tools (ChatGPT, Claude, Copilot) in marketing/personalization.
• Experience designing operating models and engagement frameworks between centralized capability and brand/commercial teams.
• Ability to build business cases and navigate trade-offs tied to commercial value.
• Experience managing multi-layer teams (Directors and cross-functional partners) in a matrix environment.

• Pharmaceutical/heavily regulated industry experience; HCP/patient engagement and MLR compliance.
• Knowledge of Therapeutic Area launch cycles and multi-brand omnichannel execution.
• Multi-vendor ecosystem management (agencies/global consultancies).
• Machine learning/predictive analytics proficiency translating model outputs into brand strategy.

$221,000–$267,800.

• Health Coverage;
  Wellbeing Support;
  Financial well-being and Protection (401(k), disability, life insurance, etc.);
  Paid Time Off (including flexible time off or annual vacation/holidays by employee category).