Manager. Consumer Experience

The Position

Reporting to the Director, Consumer/Patient Experience, the Manager, Consumer Experience supports the development and localization of consumer strategies and tactics and translates Integrated Customer Plans into compliant, insight-led omnichannel campaigns across assigned brands. Working across the full campaign lifecycle - from planning, content development, and agency coordination through approval, deployment, measurement, and optimization - the Manager, Consumer Experience helps educate, engage, and activate consumers while delivering brand and commercial objectives.

The role also uses insights, market research, and performance data to improve the consumer/patient journey and identify innovative, compliant opportunities across emerging consumer channels, including online pharmacies, telehealth, virtual care, and healthcare platforms. This includes developing business cases and test-and-learn initiatives, establishing measurement frameworks, and advancing scalable approaches through the Innovation Governance Board.

Working closely with the Senior Manager, Patient Experience, medical, legal, regulatory, communications, omnichannel, and agency partners, the Manager aligns consumer marketing and PSP strategies and ensures strong cross-functional execution. Success requires direct-to-consumer and omnichannel marketing expertise, innovation leadership, analytical thinking, digital channel experience, strong knowledge of media planning and execution and excellent project, agency, and stakeholder management capabilities, preferably within pharmaceuticals.

This job posting is for an existing vacant position.

Responsibilities

Consumer Experience and Execution

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• Support the development and execution of local consumer campaigns aligned with brand objectives and strategic priorities
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• Assist in the localization of global consumer segments, consumer/patient journeys, messaging frameworks, and campaign tactics to meet Canadian market needs
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• Execute integrated omnichannel campaigns across digital, social media, search, CRM, email, in-office media, retail media, TV, radio, out-of-home, and print channels in partnership with creative and media vendors and internal omnichannel team
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• Manage end-to-end execution of consumer campaigns from creative briefing through deployment including Medical, Legal review and PAAB/ASC reviews.
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• Coordinate agency partners, media agencies, and external vendors to deliver high-quality, compliant marketing assets and campaigns
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• Support content development, media planning, creative adaptation, and campaign implementation across multiple channels
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• Ensure all tactics are delivered on time, within budget, and aligned with approved brand strategy
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• Work with agency partners and internal teams to monitor campaign performance and leading/lagging indicators across disease awareness, consideration, and treatment seeking
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• Leverage consumer engagement data, trends and insights to uncover optimization opportunities, perform A/B testing etc
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• Leverage market research, consumer insights, and competitive intelligence to improve campaign effectiveness and customer experience
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• Ensure all consumer-facing activities, including initiatives delivered through online pharmacies and healthcare platforms, comply with Health Canada regulations, PAAB or Advertising
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• Standards requirements, the Innovative Medicines Canada Code of Ethical Practices, and company policies
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• Coordinate review and approval processes with medical, legal, regulatory, and compliance stakeholders
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• Maintain a strong understanding of the evolving Canadian direct-to-patient and disease awareness environment
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• Continuously scan the Canadian market for emerging consumer channels, business models, and behaviours across online pharmacies, telehealth providers, virtual care organizations, and digital healthcare platforms
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• Assess how online pharmacies and healthcare platforms can be leveraged within brand strategy to support compliant consumer discovery, education, engagement, activation, and connection to care
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• Develop opportunity assessments, business cases, pilot recommendations, and measurement frameworks for innovative consumer marketing models, incorporating consumer insights, channel capabilities, partner fit, data opportunities, feasibility, and risk
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• Lead test-and-learn initiatives with selected online pharmacies and healthcare platforms, working across functions to establish compliant operating models, clear accountabilities, performance measures, and plans for optimization or scale
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• Partner closely with the Senior Manager, Patient Experience to ensure consumer marketing and PSP strategies are aligned across the journey, with a coordinated approach to partner engagement, communications, data, governance, and execution within innovative consumer channels
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• Challenge the status quo and drive new consumer marketing approaches, including online pharmacy and healthcare platform opportunities, through the Innovation Governance Board and established approval processes
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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.

Requirements

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• Bachelor's degree in Marketing, Business, Communications, Life Sciences, or a related discipline
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• 3-5+ years of CPG (consumer packaged goods) marketing or Direct to Consumer marketing experience (preferably in consumer healthcare or pharma)
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• Digitally-savvy (experience executing omnichannel campaigns across a variety of channels, understanding of digital metrics and measurement, UAT testing etc.)
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• Experience executing large scale, national campaigns with a targeted consumer audience
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• Experience identifying, assessing, and activating new consumer channels, with knowledge of online pharmacy, telehealth, virtual care, healthcare platform, or digital health marketing models strongly preferred
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• Experience executing, measuring and optimizing omnichannel, CRM and digital marketing campaigns
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• Strong project management and agency management skills
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• Working knowledge of the Canadian pharmaceutical regulatory environment, including Health Canada, PAAB, Advertising Standards Council, and IMC requirements strongly preferred
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• Experience using customer insights, performance analytics, and market research to improve marketing effectiveness
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• Excellent cross-functional collaboration and stakeholder management capabilities
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• Demonstrated ability to drive innovation and challenge the status quo within an organization
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• Demonstrated ability to develop innovation business cases, navigate cross-functional governance, and translate emerging channel opportunities into compliant test-and-learn plans and scalable marketing approaches
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• Strong communication, organizational, and executional skills with the ability to manage multiple priorities in a fast-paced environment
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Total Rewards

We offer competitive total rewards that includes a generous amount of paid time off (vacation, personal days, contingency paid time off days for Long Term Contract Employees), 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.

Our total rewards philosophy reflects and recognizes employee contributions to the company.

Visit https://www.boehringer-ingelheim.com/ca/careers/explore-our-company/benefits-rewards

The salary range for this position is from $118,150 - $157,600. 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.

READY TO APPLY?

Click the "Apply Now" button below to submit your application.

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. If you require accommodation, we will work with you to meet your needs.

Boehringer Ingelheim Canada does not use artificial intelligence to screen, assess, or select applicants in the recruitment process.

DEADLINE FOR APPLICATIONS

Applications for this position will be accepted until November 03, 2026.

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Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long-term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com