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 socialize 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.

Responsibilities Online 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 recent 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 impr

📌 Senior Patient Experience Manager (Burlington)
🏢 Boehringer Ingelheim
📍 Burlington