At a Glance
- Tasks: Lead the transformation of patient support into a consumer-focused experience across Canada.
- Company: Join Boehringer Ingelheim, a top biopharmaceutical company dedicated to innovation.
- Benefits: Enjoy generous paid time off, flexible benefits, and a pension plan with matching.
- Other info: Flexible work environment with excellent career growth opportunities.
- Why this job: Make a real impact on patient experiences while working in a dynamic environment.
- Qualifications: 7+ years in healthcare, strong project management, and partnership skills required.
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 socialise 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.
- 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.
- Analyze data, market insights, advisory boards, customer feedback, and other business information to develop Patient Experience forecasts and dashboards.
- Secure internal governance approvals and coordinate cross-functional review with Medical, Legal, Regulatory, Compliance, Pharmacovigilance, Privacy, Market Access, and other stakeholders.
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 is an asset.
- Strong vendor, agency, stakeholder, and project management capabilities.
- Solid understanding of Canadian pharmaceutical regulations and compliance frameworks.
- Ability to work independently in a fast-paced environment.
Total Rewards:
- 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.
- Programs to support overall health and wellness for employees.
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.
Senior Patient Experience Manager in Burlington employer: Boehringer Ingelheim
Boehringer Ingelheim Canada is an exceptional employer that prioritizes employee well-being and professional growth, particularly for the Medical Science Liaison - Oncology role in Quebec and Atlantic regions. With a strong commitment to work-life balance, competitive total rewards, and comprehensive benefits, employees are empowered to thrive in a collaborative and innovative environment that fosters meaningful contributions to healthcare. The company also emphasizes continuous learning and development, ensuring that team members have the resources and support needed to excel in their careers while making a positive impact on patient care.
