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Title:  Director, Commercial Digital Customer Engagement

Requisition ID:  45610
Date:  Jun 28, 2022

Exton, Pennsylvania, US

Department:  Marketing



Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


Job Summary:

Advance the direction of West’s Digital Commercial Engagement strategy and capabilities inclusive of West’s Online Store, My Account, website, Knowledge Center and emerging platforms and portals to align with our customer’s digital preferences to grow and optimize the digital customer experience and engagement, in order to attract customers to West solutions and convert to sales opportunities.


Essential Duties and Responsibilities:

  •  Manage West’s digital ecosystem to facilitate buyer’s journey and serve up relevant content in the appropriate channel at the optimal time to help them move through the jobs they need to do as they move through buy-cycle.
  • Maintain and grow West’s Online Store to best serve the needs of the intended audience(s).  Work with commercial team to define user requirements and with Digital & Transformation (D&T) team to enable supporting digital user experience.
  • Using external Voice of Customer combined with analytics to continue to optimize West’s customer’s digital interactions and transactions with West.
  • In alignment with West’s enterprise strategic plan and supporting resulting Market Unit and Product Marketing priorities, ensure the relevant products, services and capabilities are being presented in the appropriate digital channels to drive acquisition and revenue.
  • Working with D&T and Compliance, ensure West is in full compliance with regional Ecommerce trade rules and regulations, data privacy and ADA requirements.
  • Manage a global team to ensure:
    • Development of the My Account customer portal to meet the needs and expectations of the intended audience(s) driven by Voice of Customer.  Lead efforts to build capabilities in the portal to enable customer to repurchase and smooth course of their ongoing business and transactions with West.  Work with D&T, Customer Success, and other functions to explore future requirements and build plan for implementation of ERP-ERP integration for strategic customers.
    • Ongoing improvements throughout to ensure visitors can easily find relevant content, provide feedback, and contact West for support.
    • Optimization of Knowledge Center content and functionality to ensure visitors can easily find relevant content, select how they want to engage with West, and move through their buying journeys
    • Routine analysis of internal and external analytics to optimize how customers are engaging with West, understanding incoming traffic channels, behaviors and gaps and use that knowledge to improve the overall experience, development and usage of content and capabilities.
    • Continue to grow and optimize the Online Store to ensure ease of use for the intended audience(s), add new items in easy-to-use interface, grow revenue, build capabilities, and manage day-to-day issues in Production through problem solving and quick resolution.
  • Drive development and optimization of novel platforms such as West Virtual, chatbots and emerging technologies, helping our customers complete the jobs they need to do and driving course changes to lead them to West solutions.
  • Continue to develop business processes and playbooks to improve internal efficiencies and support of scalable digital channels.
  • Perform other duties as assigned based on business needs.


Basic Qualifications: 

  • Bachelor’s degree in Business or Science
  • Minimum 10+ years of experience in developing and executing commercial / marketing strategies within the Pharma/Biotech market, ideally within a similar B2B environment


Preferred Knowledge, Skills and Abilities:

  • Digital B2B commerce experience
  • Knowledgeable about parenteral packaging and delivery systems, including analytical testing and other services.
  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
  • Support and contribute to Lean Sigma programs and activities towards delivery of the set target
  • Able to comply with the company’s safety and quality policy at all times


Travel Requirements:

  • Must be able to travel up to 20% of the time


Physical & Mental Requirements:

  • Must be able to communicate effectively, speak in front of groups, express & exchange ideas and understand direction. 
  • Maintain the ability to work well with others in a variety of situations.
  • Able to multi-task, work under time constraints, problem solve, and prioritize.
  • Able to learn and apply new information or new skills.







West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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