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Sr. Director, Omnichannel Customer Engagement

Foster City, CA, USA | Gilead Sciences

  • Industry:
    Pharmaceutical / Biotech
  • Position Type:
  • Functions:
    General Management
  • Experience:
    12-15 years
Job Description:
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Job Description

Gilead Sciences, Inc. is a research-based biopharmaceutical company that discovers, develops, and commercializes innovative medicines in areas of unmet medical need. We strive to transform and simplify care for people with life-threatening illnesses around the world. Gilead's portfolio of products and pipeline of investigational drugs includes treatments for HIV/AIDS, liver diseases, cancer, inflammatory and respiratory diseases, and cardiovascular conditions. 

Gilead was founded in 1987 in Foster City, California. Since then, we have grown to become one of the world’s largest biopharmaceutical companies, with over 10,000 employees across six continents, and business locations in 38 countries.

We have the following exciting opportunity in our Foster City, CA location:

Sr. Director, Omnichannel Customer Engagement

The Senior Director is responsible for planning, directing, overseeing and providing thought leadership for the global omnichannel framework and customer engagement programs across key affiliates. He/she/they will be responsible for establishing, measuring and continuously reporting out operational KPIs.The successful candidate will oversee business requirements for the marketing technology stack, drive the data strategy and partner with technology teams to ensure the infrastructure is in place.

Key Responsibilities 

Develop and Implement Global Omnichannel Strategy: 

Develop strategies for how to achieve brands’ short- & longer-term objectives using omnichannel principles and solutions

Envision, prioritize, and implement changes/enhancements, to optimize omnichannel solutions across the Gilead brands over time

Identify and implement key technology-solution needs, working with IT, therapeutic area marketing teams and medical affairs colleagues.Lead discovery & vetting of new multi-channel marketing partners or solutions that could fit current and future brand needs. 

Oversee the marketing technology stack from a business-needs perspective and co-own the infrastructure with IT counterpart, including platform and vendor selection, implementation, standards and improvement efforts to enable digital customer facing activities

Create data strategy and lead innovation efforts to improve data robustness and reliability

Develop solution roadmaps, proofs of concept and oversee technical aspects of project implementation for technology-related omnichannel efforts

Operational KPIs:

Establish and measure operational KPIs for personalization engines and owned platforms – including tracking metrics for marketing-content A/B tests

Define and track on a regular basis key operational-performance metrics for key commercial channels

Deliver regular updates to Global and key affiliates’ Commercial Operations teams and Business Leadership (e.g., once per month/quarter)

Maintain a “playbook” with best practices, learnings, and common frameworks and approaches that can be utilized across Gilead brands and geographies. Lead training, development of cross-brand approaches, or issue resolution as needed. 


Develop team culture that emphasizes quality, continuous improvement, employee development, and high performance

Manage relationships and conduct overall project management with cross-functional partners: Gilead IT, brand teams, external vendors, and other commercial stakeholders across Commercial Operations

Serve as a talent accelerator who will acquire, nurture and develop best in class omnichannel marketing talent across the globe

Highly regarded as an internal thought leader, proactively identifying and developing solutions to bring continual innovation to Gilead

Lead budget management, resource allocation, project prioritization and scenario planning across the team


Bachelor's degree with 16+ years’ experience with extensive knowledge of technology led business strategy transformation; or 14+ years with MBA/MS with extensive knowledge of technology led business strategy transformation.

Proven leadership in the pharmaceutical and or/health tech industry.Knowledge of analytics approaches, customer journey mapping, and content management in biopharma including martech, CRM, descriptive and predictive analytics.

Excellent influencing and networking skills paired with stakeholder management experience in a multi-layered global environment

Experience in Agile methodology and execution and design thinking

Availability to travel internationally as required

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