Director, Global Customer Engagement Platforms

Alnylam Pharmaceuticals
paid time off
United States, Massachusetts, Cambridge
675 West Kendall Street (Show on map)
Feb 14, 2026
Overview: The Director,GlobalCustomer Engagement Platforms leads business product ownership for Alnylam's CRM and CDP ecosystems, ensuring they enable compliant, data-driven customer engagement across the U.S., with a clear eye toward scalability and applicability in international markets. This role defines how customer data, consent, segmentation, and personalization come together to support meaningful, measurable engagement across email, field-enabled, and digital channels. While the primary focus is U.S. execution, the Director is accountable for designing standards, configurations, and operating models that can be reused outside the United States without creating market-specific one-offs. The Director, Customer Engagement leads a team of customer engagement leaders and serves as the people manager. Together, this team ensures consistent execution standards across markets while allowing forappropriate regionalvariation. A critical aspect of this role is close partnership with the International Omnichannel Operations lead to ensure that customer engagement capabilities designed centrally can be executed effectively in non-U.S. markets. The Director works closely with IT technical product owners, Analytics, Content Enablement, and Omnichannel Operations to translate engagement strategy into scalable, compliant execution. Key Responsibilities: Platform Ownership & Global Governance Serve asbusinessproduct owner for CRM and CDP platforms, setting priorities aligned with enterprise data, engagement, and compliance goals. Define and enforce standards for audience segmentation, data hygiene, consent management, andjourneyorchestration. Design configuration frameworks for journeys, triggers, and audience activation that support reuse across regions through configuration rather than customization. Partner closely with the International Omnichannel Operations lead to ensure engagement standards are executable and scalable outside the U.S. Operational Enablement Translate marketing and omnichannel needs into actionable platform requirements, workflows, and data models. Partner with Omnichannel Operations to ensure data, audiences, and personalization logic are ready prior to campaign launch. Maintain platform documentation, including configuration standards, naming conventions, and data flow definitions. Ensure access controls, role permissions, and audit readiness across internal teams and agencies. Compliance & Data Stewardship Embed privacy, consent, and preference management into all CRM and CDP workflows. Ensure platforms meet data security, retention, and audit requirements under GDPR, HIPAA, and other applicable regulations. Partner with Data Governance and Compliance on incident response and ongoing risk mitigation. Performance & Optimization Define and track KPIs related to platform performance, adoption, and execution efficiency. Establish feedback loops between Analytics, Operations, and Marketing to improve segmentation and personalization quality. Identifyopportunities to automate workflows, improve deliverability, and increase targeting precision over time. Partnership & Change Management Act as the primary business counterpart to IT for CRM and CDP platforms, jointly managing backlog and prioritization. Collaborate with Content Enablement Platforms to ensure content, metadata, and assets integrate cleanly into engagement workflows. Lead enablement and change-management efforts to drive consistent platform adoption across regions. Oversee external vendors and service providers supporting configuration andfulfillmentwork, enforcing quality and performance standards. Expected Partnerships & Interfaces IT / Strategic Technology:Technical product owners for CRM and CDP platforms; joint release and governance processes. International Omnichannel Operations:Ensure customer engagement frameworks scale and execute effectively outside the U.S. CXI Omnichannel Operations: Coordination of campaign sequencing, audience activation, and readiness. Content Enablement Platforms: Integration of content and metadata into CRM/CDP workflows. Analytics & Data Strategy:Audience design, measurement alignment, andoptimizationfeedback loops. Compliance & Legal: Privacy, consent, and regulatory standards. External Vendors & Agencies:Configurationsupport, managed services, andenablementadherence. Qualifications: Bachelor's degree in Information Systems, Computer Science, Data Analytics, Engineering, or a related technical discipline. Advanced degree preferred. 10+ years of experience in CRM, marketing automation, or data-driven customer engagement, including leadership roles in regulated environments. Proven experience as a business product owner for CRM and/or CDP platforms in complex organizations. Deep understanding of segmentation, identity resolution, consent management, and journey orchestration. Hands-on familiarity with data flows, integrations, APIs, and analytics connectivity. Demonstrated ability to design engagement frameworks that scale across regions while meeting local regulatory requirements. Experience partnering with IT on SDLC, release planning, and incident management. Experience in pharma or biotech preferred; background inconsumer packagedgoods or other scaled digital environments a plus. Strongsystemsthinking and judgment in balancing standardization with regional execution needs. Product-minded approach to platform ownership and delivery. Crediblepartneracross IT, analytics, operations, and international stakeholders. Ability to communicate complex technical concepts clearly to business audiences. #LI-Hybrid #LI-ST1 U.S. Pay Range $195,500.00 - $264,500.00 The pay range reflects the full-time base salary range we expect to pay for this role at the time of posting. Base pay will be determined based on a number of factors including, but not limited to, relevant experience, skills, and education. This role is eligible for an annual short-term incentive award (e.g., bonus or sales incentive) and an annual long-term incentive award (e.g., equity). Alnylam's robust Total Rewards package is designed to support your overall health and well-being. We offer comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k)with a generous company match. Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks. We also offer generous family resources and leave. Our commitment to your well-being reflects our belief that caring for our people fuels the impact we create together. Learn more about these and additional benefits offered by Alnylam by visiting the Benefits section of the Careers website: https://www.alnylam.com/careers AboutAlnylam We are the leader in RNAi therapeutics- a revolutionaryapproach with the potential to transform the lives of people with rare and common diseases. Built on Nobel Prize-winning science, Alnylam has delivered the breakthroughs that made RNAi therapeutics possibleand are just at the beginning of what's possible. Our deep pipeline, late-stage programs, and bold vision reflect our core values: fierce innovation, passion for excellence, purposeful urgency, open culture and commitment to people. We're proud to be a globally recognized top employer, wherean authentic, inclusive culture and breakthrough thinkingfuel one another. At Alnylam, we commit to an inclusive recruitment process and equal employment opportunity. Qualified applicants will receive consideration for employment without regard to their sex, gender or gender identity, sexual orientation, race, color, ethnicity, national origin, ancestry, citizenship, religion, creed, physical or mental disability, pregnancy status or related conditions, genetic information, veteran or military status, marital or familial status, political affiliation, age, or any other factor protected by federal, state, or local law. Alnylam is an E-Verify Employer. >