Senior Manager - Customer Engagement Measurement and Insights

Senior Manager, Customer Engagement Measurement & Insights

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

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 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.

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.

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.

Skills & Competencies

• Strong expertise in customer engagement and omnichannel measurement frameworks.
• 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.

Experience & Qualifications

Required

• Bachelor’s degree in data science, Analytics, Statistics, Economics, or a related field.
• 10+ years of hands-on experience in advanced analytics or data science, with a strong focus on omnichannel engagement measurement across CRM, paid media, field, owned digital, and third-party ecosystems.
• 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 insights.
• Proven ability to translate analytical findings into business actions, partnering with media, CRM, and activation teams to drive measurable outcomes.
• Proficiency with Python or R for analytical modeling and data transformation.
• Experience with cloud-based analytics environments (Databricks, Snowflake, or equivalent).

Preferred

• Experience applying machine learning techniques, including embedding based clustering, identifying high value channel and journey patterns, content effectiveness, message fatigue, and under or over saturated channels.
• Practical experience leveraging large language models (LLMs) as an insight and enablement layer on top of core analytics, including prompt design for classification, summarization, explanation of analytical results, and insight generation.
• Ability to validate AI generated insights with analytical rigor and business logic, ensuring explainability, trust, and compliance.
• Proficiency in SQL and machine learning modeling in Python (e.g., pandas, NumPy, scikit learn, statsmodels, causal libraries).

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at TAEnablement@bms.com. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1599958 : Senior Manager, Customer Engagement Measurement & Insights

Experience Level

Senior Level