Associate Director, Digital Innovation

The Opportunity:

• Drive CSL’s digital customer engagement priorities — with Social Media and AI as primary focus areas — aligned with Commercial and Medical objectives, brand strategies, and the broader Omnichannel Strategy
• Align Social Media strategy in a single COE, delivering the benefits of cost and operational efficiencies, development guidelines, improved resource planning, and standardized processes
• Enable execution of digital customer engagement priorities — anchored in Social Media and AI — via engagement and collaboration with the relevant stakeholder groups within ABCIA, I&T, Commercial and Medical, and more.
• Explore and provide stewardship for AI use cases related to Digital Customer Engagement or Innovation, partnering with colleagues focused on the broader Omnichannel Strategy and AI Strategy, to ensure alignment and avoid duplication of effort

The Role:

• Drives emerging digital and omnichannel innovation that leads to advancing digital maturity, customer experience, and omnichannel effectiveness across the enterprise.
• This is primarily but not limited to Social Media and AI.
• Responsible for development of a digital shared service that enables scaling of consistent and high-quality customer experiences across social media in all geographies, and across Commercial and Medical
• Collaborate with Corporate Communications to establish enterprise-wide social brand strategy, presence and activation for all types of digital/social media deliverables
• Establish and implement design principles that introduce efficiencies in social media outreach
• Implement Social Media strategy to drive traffic via digital channels as a standard process
• Interface regularly with relevant stakeholders in Commercial and Medical, globally, ensuring that Social Media needs are being met – leverage the Omnichannel Champion Network
• Engage across CSL enterprise –set standards and process related to demand management, to maximize I&T resources and the US and International Omnichannel teams to embed the strategy
• Coordination with Commercial Excellence Functions in alignment with OCE to establish digital engagement plans along brand launch process
• Establish and track service and performance level KPIs; partner with I&A to develop standardized metrics and integrated reporting and dashboards
• Responsible for communicating, influencing, and collaborating with US and INT Marketing, Affiliate Marketers, I&T Commercial Applications team, platform partners, omnichannel capability teams ensure integration of frameworks, tools and ways of working.
• Understand the landscape of social media and in terms of Competitive intelligence, Influencers and AI trends to create insights that inform our Omnichannel Strategy
• Understand the landscape of AI as it relates to digital customer engagement within the Commercial and Medical space, partnering with colleagues focused on the broader Omnichannel Strategy and AI Strategy, to ensure aligned adoption rather than duplicative effort

Skills and Experience:

• Bachelor’s or Master’s degree in a scientific or business field
• 10 years’ experience in the pharmaceutical/biotechnology industry, specifically in Marketing or digital communications
• Ability to provide thought leadership in Socal Media, including ideas and unique insights that guide, shape and influences brand strategies, as well as deep understating of the competitive landscape
• Strong AI understanding and appetite to develop thought leadership
• Knowledge and experience of design thinking, proof of concept and value realization models, preferred
• Strong interpersonal skills to quickly build rapport and credibility with CSL leaders and key external stakeholders.
• Knowledge of relevant business, legal, compliance, privacy, security, and regulatory requirements
• Experience working in an international environment and with matrixed, cross-functional teams
• Excellent negotiation, communication, and relationship-building abilities
• Strong change and leadership skills, with ability to influence without authority
• Demonstrated ability to partner effectively with colleagues focused on the broader Omnichannel Strategy and AI Strategy, maintaining a clear, non-duplicative scope of ownership