Senior Patient Experience Manager

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.
This job posting is for an existing vacant position.
The PositionThe 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.
This job posting is for an existing vacant position.
ResponsibilitiesOnline Pharmacy/Virtual Health Commercial Partnerships
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.
Disease awareness
Patient support services
Treatment onboarding
Adherence and persistence programs
Digital engagement solutions
Data and analytics initiatives
Omnichannel activation
Consumer and patient marketing (in partnership with the Manager, Consumer Marketing)
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
Contribute insights and recommendations to partnership planning discussions
Monitor competitor activity and evolving online pharmacy opportunities within Canada
Support partnership discussions, negotiations, and contracting processes in collaboration with internal stakeholders
Coordinate cross‑functional teams to ensure successful execution of initiatives and drive new innovative approaches through internal approval processes (Innovation Governance Board)
Manage project plans, timelines, deliverables, and stakeholder communications
Monitor partnership performance against agreed objectives and KPIs
Facilitate regular business reviews and performance discussions
Identify and address operational issues to ensure successful delivery
Coordinate pilot programs and test‑and‑learn initiatives with external partners
Ensure activities with online pharmacies and virtual health platforms operate within established governance processes and approval frameworks
Partner with Legal, Compliance, Regulatory Affairs, Medical Affairs, and Market Access to support compliant execution
Patient Experience and Support
Develop and execute plans aligned with the Global Signature Patient Experience roadmap and global and local brand priorities, with accountability for Patient Experience strategies, budgets, and activities across multiple therapeutic areas
Lead the evolution and Canadian execution of Patient Experience beyond traditional patient support, creating differentiated branded experiences that help patients feel understood and supported across the full treatment journey
Continuously translate changing consumer needs, behaviours, experiences, and insights into timely, personalized experiences delivered through the channels and moments that matter most
Apply consumer‑packaged‑goods principles—including relevance, simplicity, personalization, convenience, and consistent brand expression—to reimagine how patients engage with the organization and its brands
Champion and socialize the Patient Experience vision across Canada, building cross‑functional understanding, alignment, and organizational readiness for new ways of working.
Lead test‑and‑learn initiatives, partnerships, and scalable solutions that challenge traditional patient‑support models and improve patient activation, experience, and long‑term engagement
Lead programs from initial design through launch and ongoing management, partnering with Patient Experience vendors, online pharmacies, and virtual healthcare platforms to deliver patient access, onboarding, education, activation, adherence, and persistence initiatives
Serve as the primary Patient Experience vendor contact, overseeing contracts, service delivery, quality standards, budgets, and regular business reviews with brand teams and vendors
Develop patient journey communications, welcome programs, CRM campaigns, and support materials;
identify communication needs, preferred channels, and engagement approaches that improve patient and customer satisfaction
Ensure consumer marketing activities and Patient Experience objectives are aligned across the treatment journey and oversee Patient Experience branding and materials in collaboration with Consumer Experience and agency partners
Analyze data, market insights, advisory boards, customer feedback, and other business information to develop Patient Experience forecasts and dashboards and provide ongoing insights and progress updates to brand teams
Monitor leading and lagging indicators across treatment access, enrollment, initiation, adherence, persistence, customer satisfaction, and program usage;
identify opportunities,execute corrective actions, and manage issues to continuously improve program effectiveness
Secure internal governance approvals and coordinate cross‑functional review with Medical, Legal, Regulatory, Compliance, Pharmacovigilance, Privacy, Market Access, and other stakeholders to ensure programs meet local and global requirements
Maintain awareness of national, regional, and local trends affecting patient support programs and engage customers to gather feedback and co‑create solutions.
Together with procurement, negotiate contract(s) with vendors to attain projects and programs in a cost effective manner
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
Bachelor's degree in Business, Marketing, Health Sciences, Commerce, or related field
Minimum 7+ years of pharmaceutical, biotech, or healthcare industry experience, ideally spanning specialty sales, account management, marketing, medical affairs, market access, business development, partnerships, consulting, or related commercial roles
Experience working in a CPG (consumer packaged goods) space an asset
Experience supporting or managing external partnerships and innovative cross‑functional initiatives
Experience working with virtual healthcare providers, online pharmacies, patient support programs or digital health organizations
Minimum 3+ years of experience directly designing, executing, or managing patient support programs and patient engagement initiatives
Demonstrated ability to design, execute, measure, and optimize CRM, digital, and omnichannel solutions that activate patients and support business objectives
Solid understanding of Canadian pharmaceutical regulations and compliance frameworks related to patient‑facing communications, data privacy, pharmacovigilance, and non‑promotional activities
Strong vendor, agency, stakeholder, and project management capabilities;
experience with vendor selection and management is an asset
Strong understanding of the Canadian healthcare environment, including national healthcare systems and treatment pathways;
knowledge of specialty or rare‑disease reimbursement is highly beneficial
Experience developing business cases, opportunity assessments, and recommendations
Strong project management, communication, stakeholder management, and negotiation skills, with the ability to influence across brand teams, departments, vendors, and the broader organization
Ability to work independently in a fast‑paced environment, manage multiple initiatives, self‑prioritize workload, and balance role‑specific priorities with the needs of brand teams and the organization
Total Rewards
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
Programs to support overall health and wellness for employees
Our total rewards philosophy reflects and recognizes employee contributions to the company.
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The salary range for this position is from $138,150 - $184,230. 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.
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 APPLICATIONSApplications for this position will be accepted until November 03, 2026.
Our CompanyBoehringer 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
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.
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