Associate Director/ Director Customer Engagement, International

BridgeBio is a biopharma company that pioneered a 'moneyball for biotech' approach in 2015, pooling early-stage research from academia to reduce risk and develop medicines for rare disease and unmet patient needs. The Director Customer Engagement, International will report to the Senior Director Commercial Excellence, International, work with country teams, International commercial functions, IT, and Corporate Communications, and build and own the International omnichannel customer engagement strategy, including digital and social activities across International markets. The role is office-based in Zug, Switzerland, requiring in-office collaboration 2-3x per week and travel of up to 20% across International markets.

Responsibilities

Define and own the International omnichannel customer engagement strategy across HCPs and patients, designing customer journeys and defining channel mix, sequencing, and engagement across personal and digital touchpoints; Partner with the Sales Force Effectiveness to embed omnichannel plans into CRM, field execution, and next best action, and advise country teams and customer-facing functions on effective use of engagement tools and content; Own the International digital channel landscape, including disease-awareness websites, HCP portals, email and marketing automation, and paid and organic social media, setting the website strategy, content roadmap, and social media governance; Set content operations standards, including modular content requirements and localization guardrails, and own the omnichannel requirements for the CRM and digital tech infrastructure in partnership with CommEx and IT; Own the International omnichannel measurement plan, defining KPIs and generating actionable insights from campaign, channel, and CRM data, and champion innovative approaches including AI and large language model applications; Direct and quality-check the delivery of pilot campaigns and ecosystem-build work, and manage digital agencies and technology vendors supporting omnichannel delivery

Requirements

BA or BS in Business, Life Sciences, or a related field; 8-10+ years of experience in the Pharmaceutical/Biotech industry, including experience in omnichannel, digital, or customer engagement roles, supporting product launches; Demonstrated experience designing and executing omnichannel customer engagement strategies across multiple markets; Hands-on experience with digital channels and platforms, including websites, email and marketing automation, and social media, together with CRM; Proven track record of change management and driving adoption of new channels, processes, and platforms; Advanced analytical and strategic skills, with the ability to turn engagement and campaign data into clear decisions and recommendations; Deep expertise in at least one region; Fluency in English

Nice to have

MBA or other advanced degree/certification; Experience in specialty or rare disease; Experience in a lean or growth-stage organization; Prior exposure to multiple geographies; Curiosity and experimentation, including ethical and thoughtful use of AI

Benefits

Market leading compensation; Hybrid work model; Career development through regular feedback, continuous education and professional development programs; Financial rewards, peer-to-peer recognition, and growth opportunities