At a Glance
- Tasks: Lead the transformation of patient support into a consumer-focused experience across Canada.
- Company: Join a leading healthcare company dedicated to innovative patient experiences.
- Benefits: Enjoy competitive salary, flexible benefits, and generous paid time off.
- Other info: Flexible work environment with opportunities for professional growth.
- Why this job: Make a real difference in patient lives while shaping the future of healthcare.
- Qualifications: 7+ years in healthcare with strong project management and partnership skills.
The predicted salary is between 138150 - 184230 $ per year.
The Senior Manager, Patient Experience will lead the evolution from traditional patient support to a consumer‑led, differentiated Patient Experience in Canada. Using evolving consumer needs, behaviours, and insights, the role will translate the Global Signature Patient Experience strategy into timely, personalized branded experiences that meet patients where they are. This includes execution across online pharmacies, virtual healthcare, pharmacy networks, and Patient Experience vendors to improve access, initiation, adherence, persistence, and sustained engagement.
Reporting to the Consumer Marketing Director, the role will identify opportunities, evaluate partners, manage relationships, and coordinate cross‑functional execution. It will develop patient experience plans and a patient Integrated Customer Plan aligned with global and local brand priorities, connecting consumer marketing and Patient Experience objectives across the treatment journey. The Senior Manager will also build and socialize expertise in the rapidly evolving online pharmacy and virtual healthcare channel.
Success requires strategic thinking and hands‑on execution in a complex, fast‑paced environment. The role demands expertise across patient journeys, reimbursement support, specialty markets, vendor and project management, omnichannel execution, stakeholder engagement, and analytics, with the ability to solve complex problems and balance short‑ and long‑term implications across provincial and key‑account settings.
Responsibilities
- Support the online pharmacy and virtual healthcare strategy established by Consumer Marketing leadership.
- Identify, assess, and develop partnerships across disease awareness, patient support, treatment onboarding, adherence, digital engagement, data, analytics, and omnichannel activation.
- Develop business cases, opportunity assessments, and recommendations covering marketing, patient support, distribution, and data‑sharing opportunities.
- Serve as a primary day‑to‑day contact for selected external partners.
- Monitor competitor activity and evolving online pharmacy opportunities within Canada.
- Coordinate cross‑functional teams to ensure successful execution of initiatives and drive new innovative approaches through internal approval processes.
- Manage project plans, timelines, deliverables, and stakeholder communications.
- Monitor partnership performance against agreed objectives and KPIs.
- Facilitate regular business reviews and performance discussions.
- Identify and address operational issues to ensure successful delivery.
- Ensure activities with online pharmacies and virtual health platforms operate within established governance processes and approval frameworks.
- Partner with Legal, Compliance, Regulatory Affairs, Medical Affairs, and Market Access to support compliant execution.
Patient Experience and Support
- Develop and execute plans aligned with the Global Signature Patient Experience roadmap and global and local brand priorities.
- Lead the evolution and Canadian execution of Patient Experience beyond traditional patient support.
- Continuously translate changing consumer needs, behaviours, experiences, and insights into timely, personalized experiences.
- Champion and socialize the Patient Experience vision across Canada.
- Lead test‑and‑learn initiatives, partnerships, and scalable solutions.
- Serve as the primary Patient Experience vendor contact, overseeing contracts, service delivery, quality standards, budgets, and regular business reviews.
- Develop patient journey communications, welcome programs, CRM campaigns, and support materials.
- Analyze data, market insights, advisory boards, customer feedback, and other business information to develop Patient Experience forecasts and dashboards.
- Monitor leading and lagging indicators across treatment access, enrollment, initiation, adherence, persistence, customer satisfaction, and program usage.
- Secure internal governance approvals and coordinate cross‑functional review with stakeholders.
- Maintain awareness of national, regional, and local trends affecting patient support programs.
- Negotiate contract(s) with vendors to attain projects and programs in a cost effective manner.
Requirements
- Bachelor's degree in Business, Marketing, Health Sciences, Commerce, or related field.
- Minimum 7+ years of pharmaceutical, biotech, or healthcare industry experience.
- Experience working in a CPG (consumer packaged goods) space an asset.
- Experience supporting or managing external partnerships and innovative cross‑functional initiatives.
- Minimum 3+ years of experience directly designing, executing, or managing patient support programs and patient engagement initiatives.
- Strong understanding of Canadian pharmaceutical regulations and compliance frameworks.
- Strong vendor, agency, stakeholder, and project management capabilities.
- Ability to work independently in a fast‑paced environment, manage multiple initiatives, self‑prioritize workload.
This position is based in the Burlington, Ontario office located at 5180 South Service Road and is flexible. Employees in flexible roles are required to be at the office a minimum of 50% of the time each month and must report to the office when requested and required by their Manager/Department.
Total Rewards
We offer competitive total rewards that includes a generous amount of paid time off, comprehensive and flexible benefits plan, Defined Contribution Pension Plan with company matching of RRSPs, Employee and Family Assistance Plan, employee and leadership development programs, and programs to support overall health and wellness for employees.
The salary range for this position is from $138,150 - $184,230. Performance, relevant experience and competency in the role will be a key factor in driving the compensation offered. In addition, this position is eligible for a variable bonus target opportunity of 15% of the annual base salary.
DEADLINE FOR APPLICATIONS
Applications for this position will be accepted until November 03, 2026. We thank all applicants for their interest in our company. Please note that only candidates selected for an interview will be contacted.
Boehringer Ingelheim Canada is committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process.
Senior Patient Experience Manager in Burlington employer: Boehringer Ingelheim GmbH
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