Director, Customer Engagement
Job in
Summit, Union County, New Jersey, 07901, USA
Listed on 2026-09-02
Listing for:
CSL
Full Time
position Listed on 2026-09-02
Job specializations:
-
Business
Data Analyst, Client Relationship Management
Job Description & How to Apply Below
CSL seeks a Director, Customer Engagement to lead strategy and execution that deepen relationships with patients, providers, and partners across our global biotechnology portfolio. In this role, you will design data driven, multi channel engagement programs, leveraging insights and journey mapping to improve satisfaction, loyalty, and access to life saving biotherapies and vaccines. You will partner closely with commercial, medical, and digital teams, manage and develop a high performing team, ensure compliance with industry standards, and present strategic recommendations to senior leadership in CSL's inclusive, mission driven culture.
Responsibilities
- Lead customer engagement strategy to support CSL's biotherapies and vaccines portfolio
- Design and optimize multi channel engagement programs for patients, providers, and partners
- Use data and analytics to measure satisfaction, loyalty, and program effectiveness
- Collaborate with commercial, medical affairs, and digital teams to align on goals and messaging
- Oversee customer insights, segmentation, and journey mapping to drive personalization
- Manage, mentor, and grow a high performing engagement team
- Ensure compliance with industry regulations and CSL standards in all interactions
- Present performance results and strategic recommendations to senior leadership
Required Skills
- Customer engagement strategy
- Customer journey mapping
- CRM and marketing automation tools
- Data analytics and reporting
- Omnichannel campaign management
- Stakeholder and cross functional collaboration
- Team leadership and people management
- Regulatory and compliance knowledge (biotech/pharma)
- Project and program management
- Customer insights and segmentation
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