Senior Manager, Customer Engagement Measurement & Insights

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Roles & Responsibilities

Customer Engagement Measurement & Intelligence

• Develop measurement frameworks to assess effectiveness of omnichannel engagement across field, CRM, paid media, owned digital, and third-party channels.

• Analyze customer interaction data from traditional and digital campaigns to identify patterns in engagement, channel synergy, sequencing, pacing, and message performance.

• Translate analytical insights into clear recommendations on channel mix, content sequencing, and engagement frequency.

• Identify engagement best practices and build playbooks that inform future campaign planning across brands.

• Lead omnichannel and digital campaign performance analytics across email, CRM, paid media, social, web, field, and third-party channels, defining the KPI framework and scorecards used by brand and omnichannel leadership.

• Analyze HCP and patient journeys, funnels, channel sequencing, and frequency to identify drivers of engagement and opportunities to optimize campaigns.

• Integrate insights from decision science outputs such as Marketing Mix Modeling (MMx), Key Driver Analysis (KDA), and attribution models to guide tactical optimization and improve commercial impact.

• Manage a team of leads and analysts working on omnichannel planning, measurement, and in-flight optimization.

Experimentation & Optimization

• Design and execute test-and-learn strategies including A/B tests, lift studies, and incrementality experiments across customer engagement tactics.

• Define success metrics, measurement windows, and statistical approaches to evaluate new engagement strategies.

• Partner with marketing, CRM, and field teams to embed analytical learnings into ongoing campaign execution.

• Continuously refine experimentation frameworks to accelerate learning cycles and improve engagement effectiveness.

• Design and oversee A/B and multivariate tests on subject lines, content, send times, channel sequences, and audience segments, and maintain a reusable test-and-learn playbook.

Advanced Analytics & Attribution

• Apply advanced analytics techniques to measure the incremental impact of customer engagement activities.

• Utilize attribution frameworks such as multi-touch attribution, Markov chain modeling, and causal inference methods.

• Integrate outputs from MMx, KDA, and predictive models to inform engagement optimization strategies.

• Leverage machine learning techniques to identify high-value customer segments, channel saturation signals, and content effectiveness patterns.

Capability Building & Technical Mentorship

• Mentor junior analysts on advanced measurement methodologies, causal inference, and analytical best practices.

• Conduct code reviews and promote high standards for analytical rigor and reproducibility.

• Contribute to development of reusable analytics frameworks and measurement templates that scale across brands.

• Manage and develop a team of analysts, setting priorities, reviewing deliverables, and building digital and campaign analytics capabilities.

Skills & Competencies

• Strong business and technical expertise in customer engagement / campaign performance measurement, digital and omnichannel analytics, and causal inference, combined with the ability to translate analytical signals into clear business recommendations.

• Deep understanding of HCP and patient engagement journeys across digital, field, and media channels.

• Strong analytical background in attribution modeling, causal inference, and incrementality measurement.

• Hands-on programming expertise in Python or R for analytics and data transformation.

• Experience translating analytical outputs into clear business insights and optimization recommendations.

• Strong communication and stakeholder engagement skills in cross-functional commercial environments.

• Ability to mentor technical team members and elevate analytical capabilities across the organization.

• Campaign performance analysis and optimization expertise, with the ability to turn performance data into actionable campaign recommendations for senior stakeholders.

• Strong understanding of digital marketing metrics and channel mechanics (e.g., email, programmatic, paid social, search, web).

• Stakeholder management and influencing skills with marketing, campaign, and omnichannel leadership.

Experience & Qualifications

Required

• Bachelor’s degree in data science, Analytics, Statistics, Economics, or a related field.

• 10+ years of hands-on experience in digital, marketing, advanced analytics or data science, with a strong focus on omnichannel engagement measurement across CRM, paid media, field, owned digital, and third-party ecosystems.

• Experience leading campaign performance reporting and optimization across multiple digital and field channels, including managing analysts or analytics workstreams.

• Deep understanding of HCP and patient omnichannel journeys, including the ability to assess promotion sequencing, pacing, channel synergy, interaction effects, and message level performance.

• Strong expertise in attribution and impact measurement, including Markov chain, multi touch attribution, media mix modeling, and causal inference methods (e.g., propensity scoring, matched control, synthetic control).

• Experience with test and learn frameworks for omnichannel tactics and translating findings into actionable