Job Details

The Senior Director, Brand Management and Engagement is responsible for developing and executing the brand strategy for Good Neighbor Pharmacy (GNP) and Elevate while overseeing customer engagement and onboarding. Reporting to the NVP, Solution Delivery, Practice Management & Advocacy, this role ensures customers experience the value proposition consistently throughout the customer lifecycle – from prospect and new customer onboarding through long-term engagement and advocacy. The role serves as a strategic bridge between customer needs, brand promise, and business growth, ensuring every customer interaction strengthens loyalty, adoption, and trust.

This leader directly oversees the Director of Consumer Marketing & Brand Management and Sr. Manager of Program Membership, ensuring consumer marketing, brand standards, brand stewardship, and membership onboarding activities for GNP and Elevate are integrated into commercialization plans and measured for impact.

Primary Duties and Responsibilities:

Brand Strategy and Stewardship

• Lead the development and execution of brand strategy for Good Neighbor Pharmacy and Elevate, ensuring each brand remains trusted, differentiated, and aligned to customer needs, market dynamics, and business priorities.
• Translate brand strategy into clear positioning, messaging, brand standards, and market-facing narratives that reinforce the value proposition across all customer and consumer touchpoints.
• Ensure brand governance, stewardship, and standards are consistently applied across commercialization, marketing, onboarding, engagement, and customer-facing communications.
• Guide the evolution of customer-facing brand value statements and messaging frameworks to clearly communicate program benefits, strengthen market perception, and support growth.

Customer Engagement, Onboarding, and Lifecycle Experience

• Oversee customer engagement and onboarding strategies to ensure customers experience the brand promise consistently from prospect and new customer onboarding through long-term engagement and advocacy.
• Partner with cross-functional teams to design and optimize customer journeys that improve satisfaction, retention, and loyalty across the customer lifecycle.
• Ensure onboarding and engagement approaches effectively connect solution value, brand promise, and customer outcomes.

Brand Performance Measurement & Competitive Intelligence

• Establish and manage a framework for tracking brand maturity and performance across relevant customer segments; define and monitor brand health KPIs.
• Oversee marketplace research and customer insight initiatives to understand customer behaviors, perceptions, market trends, and brand engagement drivers; translate findings into actionable recommendations.
• Lead a competitive intelligence program that monitors competitor activities and informs brand strategy and positioning decisions.

Team Leadership and Organizational Alignment

• Provide strategic leadership and direction ensuring priorities, execution, and measurement are aligned.
• Foster strong collaboration across direct and cross-functional teams to create a unified approach to brand management, customer engagement, and market activation.
• Build a high-performing team culture focused on strategic thinking, executional excellence, accountability, and continuous improvement.

Experience and Educational Requirements:

• Bachelor's degree in business administration, marketing, or a related field, or equivalent experience required. Master's degree in business administration, marketing, or a related field, or equivalent experience preferred.
• 7+ years of progressive experience in brand management, marketing strategy, or related roles within healthcare/pharmacy services, retail/franchise environments, or technology-enabled services.
• Demonstrated experience launching and scaling offerings under defined brand architectures, with strong command of positioning, messaging, and integrated communications.
• Proven ability to build and operate brand performance measurement and competitive intelligence programs; strong analytical and storytelling capability.
• Strong people leadership and cross-functional influence skills.
• Complies with all appropriate policies, procedures, safety rules and regulations; performs other related duties as assigned.

Schedule

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