Associate Director, Customer Engagement Platforms

Overview

The Associate Director, Customer Engagement Platforms is responsible for hands-on execution, configuration, and day-to-day operational support of Alnylam’s CRM ecosystem, with a primary focus on U.S. delivery and a clear eye toward global scalability.

This role ensures that customer engagement platforms are configured correctly, campaigns are executed reliably, consent and data rules are applied consistently, and issues are identified and resolved quickly. Working closely with the Director of Customer Engagement Platforms, Omnichannel Operations, IT, and Analytics, the Associate Director translates engagement standards into practical, working execution.

While the role is deeply involved in U.S. execution, it operates with a global mindset, supporting configurations, workflows, and practices that can be reused in international markets in partnership with the International Omnichannel Operations lead.

Key Responsibilities

CRM Execution and Day-to-Day Operations

• Configure and support CRM-based campaigns, journeys, triggers, and audience activation in alignment with approved standards.
• Support execution across field-enabled, email, and digitally integrated engagement workflows.
• Monitor campaign readiness and execution to ensure data, consent logic, and configurations are correct prior to launch.

Monitoring, Troubleshooting, and Issue Resolution

• Act as a primary point of support for CRM execution issues, including segmentation errors, consent logic issues, trigger failures, or configuration defects.
• Troubleshoot issues in partnership with IT, clearly distinguishing configuration and execution issues from technical defects.
• Validate fixes and support re-launches or adjustments as needed.

Governance and Compliance Execution

• Apply and reinforce standards for segmentation, data hygiene, consent management, and journey configuration.
• Ensure CRM executions align with privacy, preference, and regulatory requirements, including GDPR and applicable U.S. regulations.
• Support audit readiness through accurate configuration, documentation, and access controls.

Operational Enablement and Documentation

• Support platform documentation, including configuration guidance, naming conventions, and execution playbooks.
• Provide hands-on guidance to internal teams and agencies on correct CRM usage and execution practices.
• Identify recurring execution challenges and recommend pragmatic improvements to workflows or standards.

Global Reuse and Partner Coordination

• Partner with the International Omnichannel Operations lead to support CRM configurations and execution approaches that can be reused outside the U.S.
• Coordinate with Omnichannel Operations to ensure data, audiences, and CRM readiness align with campaign sequencing.
• Work closely with external partners supporting CRM configuration and fulfillment, ensuring adherence to Alnylam standards and tools.

Expected Partnerships & Interfaces

• Director, Customer Engagement Platforms: Direction on standards, priorities, and escalations.
• IT / Strategic Technology: Collaboration on releases, incidents, and validation without assuming technical ownership.
• CXI Omnichannel Operations: Campaign sequencing, readiness, and execution coordination.
• Analytics & Data Strategy: Audience definition, measurement alignment, and execution feedback loops.
• Compliance & Legal: Consent, privacy, and audit requirements.
• External Vendors & Agencies: Day-to-day CRM execution support and quality assurance.

Qualifications

Education
Bachelor’s degree in Information Systems, Computer Science, Data Analytics, Engineering, or a related technical discipline. Advanced degree a plus.

Experience

• 7–10+ years of experience working with CRM or marketing automation platforms in regulated environments.
• Hands-on experience configuring CRM platforms such as Veeva CRM, Salesforce Marketing Cloud, or similar tools.
• Strong practical understanding of audience segmentation, consent management, and journey execution.
• Experience supporting campaign execution, monitoring performance, and resolving issues in live environments.
• Experience partnering effectively with IT on releases and incident management while maintaining clear role boundaries.
• Experience in pharma or biotech preferred; background in consumer packaged goods or other scaled CRM environments is an advantage but not required.

Skills and Attributes

• Strong execution mindset with comfort working directly in CRM platforms.
• Able to diagnose issues quickly and work through ambiguity to resolution.
• Detail-oriented, reliable, and steady under execution pressure.
• Product-minded approach to improving usability, repeatability, and execution quality.
• Clear communicator with strong collaboration skills across business, IT, and agency partners.

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U.S. Pay Range

$172,100.00 - $232,900.00

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

About Alnylam

We are the leader in RNAi therapeutics – a revolutionary approach 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 possible and 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, where an authentic, inclusive culture and breakthrough thinking fuel 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.