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Patient CRM & Omnichannel Engagement Lead

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BioMarin Pharmaceutical

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Location:
United States , San Rafael

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

155000.00 - 213070.00 USD / Year
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Job Description:

BioMarin is seeking a dynamic and experienced leader to serve as Associate Director, Patient CRM & Omnichannel Engagement Lead, a pivotal role responsible for defining and executing the company’s global patient engagement digital capabilities within the Global Digital Center of Excellence. This business-facing role will be responsible for setting the strategy, roadmap, and execution plan for digital capabilities for patient engagement that power high-impact, compliant, and personalized interactions with patients across the full journey.

Job Responsibility:

  • Drive the strategic development, roadmap and delivery of patient CRM and patient omnichannel capabilities using Salesforce Health Cloud
  • Serve as the global product owner for patient-facing CRM tools, including design, enhancements, configuration, data flows, connections, and lifecycle governance – including business configuration and administration as needed
  • Ensure capabilities and processes are compliant, scalable, and aligned with regional/local regulatory requirements and privacy policies (e.g., HIPAA, GDPR)
  • Co-create omnichannel engagement strategies with Patient Services, Brand, and Market Access teams to deliver timely, relevant, and compliant messaging across channels (email, SMS, portals, call center, digital hubs, etc.)
  • Translate patient journey insights into omnichannel touchpoint design and integrated campaign planning
  • Collaborate with field teams, patient services, care coordinators, marketing and field leadership to ensure CRM and omnichannel strategies are aligned with real-world patient engagement needs, field workflows, and executional realities
  • Create scalable global patient omnichannel and patient engagement frameworks for Business Units and regional teams to localize and execute
  • Work in close alignment with Business Units, Markets, and cross-functional partners (Patient Services, Field, Compliance, Data Privacy) to enable omnichannel strategies that meet patient and business needs
  • Collaborate with IT on any enterprise integration, data security, and enterprise system alignment
  • Liaise with Global Privacy, Legal, and Compliance to embed appropriate standards and review processes
  • Define KPIs for patient engagement programs and develop measurement frameworks to assess performance, adoption, and impact
  • Partner with other Digital enablement teams to design and deliver patient-level digital insights, segmentation strategies, and drive continuous optimization of omnichannel efforts
  • Implement intelligent alerts and data triggers to support timely, personalized interactions with patients based on journey milestones, needs, or risks
  • Define and maintain global standards, operating models, and best practices for patient CRM and omnichannel execution
  • Lead change management and capability-building efforts across markets and functions to drive adoption and consistent execution
  • Manage agency and vendor relationships related to Patient CRM, Patient omnichannel platforms, and campaign execution support
  • Partner closely with Compliance, Legal, Program Management and Regulatory Affairs to ensure all patient engagement capabilities, including AI enabled tools, meet internal governance standards and external regulatory requirements

Requirements:

  • Bachelor's degree in Life Sciences, Business, Marketing, or related field
  • advanced degree preferred
  • 8+ years of experience in patient CRM, digital marketing, DTC & omnichannel engagement, or related roles in the pharmaceutical or biotech industry
  • Deep hands-on experience with Salesforce Health Cloud or equivalent patient CRM platforms
  • Deep understanding of patient services and hub processes
  • Rare disease experience in pharma digital and marketing practices
  • Demonstrated success managing omnichannel engagement programs for patients or consumers, from strategic planning to tactical execution
  • Experience with working with or in Patient Services driving patient engagements, support programs and DTC campaign management and driving digital insights
  • Experience working cross-functionally with Commercial, Patient Services, Medical Affairs, and Compliance teams
  • Strong understanding of data privacy and regulatory considerations in patient-facing programs
  • Familiarity with marketing automation, journey orchestration tools, and digital analytics platforms, specifically, Salesforce Healthcloud
  • Excellent communication, project management, and stakeholder engagement skills
  • Proven ability to synthesize complex processes into scalable frameworks and drive organizational change
  • Exceptional communication skills with the ability to influence and inspire across all levels of the organization (business and IT)
  • Proven leadership skills motivating teams to attain critical goals in a dynamic environment with competing priorities across business functions
  • Demonstrated ability to lead cross-functional projects from concept through execution in a fast-paced environment
  • Vendor management experience including vendor evaluation / selection, due diligence, contracting, and performance management
What we offer:
  • company-sponsored medical, dental, vision, and life insurance plans
  • paid time off
  • discretionary annual bonus
  • discretionary stock-based long-term incentives

Additional Information:

Job Posted:
December 26, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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