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Mark Schulz

Director, Customer Experience & Omnichannel Innovation | AI Implementation, Digital Transformation
New York, NY • LinkedIn: linkedin.com/in/mschulz

Executive Snapshot

CX and innovation leader pioneering AI-powered pharmaceutical marketing and omnichannel experience design

Customer experience and digital innovation leader with proven track record transforming pharmaceutical engagement through AI implementation and omnichannel orchestration. Founded and scaled BEACON AI enablement initiative from 25-user pilot to 500+ employees agency-wide. Designed seamless omnichannel experiences for 9 oncology brands across 6 clients, integrating journey mapping, behavioral triggers, and conversion logic across digital, CRM, media, and congress activations. Known for translating emerging technologies into practical marketing solutions that drive measurable business impact.

Core Strengths: Customer Experience Design • Omnichannel Strategy • AI Implementation & GPT Development • Digital Innovation • Journey Mapping • Marketing Automation • Data Engineering • Change Management

Targeted Highlights

• AI Innovation Leadership: Founded and scaled BEACON AI enablement initiative from 25-user pilot to 500+ employees agency-wide, pioneering custom GPT development for pharmaceutical brands

• Omnichannel Excellence: Lead CX strategy for 9 oncology brands across 6 clients, designing integrated HCP and patient journeys across CRM, digital, congress, and rep-enabled channels

• Data & Analytics Impact: Built WebReportingHub analytics platform reducing cross-brand reporting time by 60% and ASCO congress framework cutting prep time by 40%

• Digital Transformation: Pioneered AI integration with Pharmetheus GPT assistant, democratizing 15+ years of brand strategy insights—first internal AI tool for brand planning at agency. Developed Promo Fingerprint Visualizer framework mapping planned vs. actual customer experience execution across messaging balance, audience focus, channel mix, and sentiment—enabling gap analysis and continuous optimization

Experience

VP, Experience Planner — Biolumina (Omnicom)
New York, NY | 2021-04 – Present
  • Explored workflows for integrating GPT with DAM systems to analyze visual themes in assets
  • Built a GPT specializing in oncology HCP customer journeys using JSON-trained data
  • Designed interactive game-based advertising concepts and WebAR strategies with 8th Wall for TAGRISSO patient engagement
  • Created internal 'Xosystem' (experience ecosystem) process to optimize TAGRISSO DTC tactical planning and execution across omnichannel customer touchpoints
  • Led creation, testing, and deployment of multiple custom GPTs for Biolumina and oncology-focused brands
VP, Group Account Supervisor — Harrison & Star (Omnicom)
New York, NY | 2020-10 – 2021-02
  • Provided oversight of several tactics comprising a new mini-campaign launch for a leading HIV treatment, aligning strategy and client expectations to tactical executions across all agency departments
Senior Director, Data Strategy & Operations — WebMD/Medscape (Internet Brands)
New York, NY | 2019-03 – 2019-11
  • Designed and launched a new sprint management process that created a nexus for cross-functional senior leadership to collaborate more actively, driving deeper understanding of data procedures, and focusing 300+ hrs per week on the priority initiatives
Team Leader, Sr. Dir., Commercial Clinical Strategy — WebMD/Medscape (Internet Brands)
New York, NY | 2017-12 – 2019-03
  • Managed a team of 3 Associate Directors and 1 Business Analyst, expanding from individual contributor role to team leadership position
Director, Marketing Strategy & Analytics — WebMD/Medscape (Internet Brands)
New York, NY | 2016-05 – 2017-12
  • Harnessed internal and external data sources (IQVIA, GlobalData, impression and engagement counts) to refine accuracy of performance forecast model
  • Built an ROI tool to batch-process entire universe of promoted drugs and isolate candidate opportunities
  • Aligned all departments to partnership vision and service innovations, driving cross-functional collaboration for commercial clinical initiatives
VP, Project Management, Group Supervisor — Patients & Purpose (Omnicom)
New York, NY | 2014-12 – 2016-05
  • Innovated financial job tracking system and multi-department resourcing methodology to optimize project delivery efficiency
  • Oversaw full digital promotion ecosystem for BANZEL brand spanning web, social, and CRM channels with cross-functional team coordination
  • Led cross-functional teams to deliver responsive website and comprehensive digital asset suite for LUCENTIS new indication launch targeting patients and caregivers
Project Management, Group Supervisor — Patients & Purpose (Omnicom)
New York, NY | 2014-01 – 2014-11
  • Supervised and grew PM team from initial size to 5 direct reports, establishing full project management capabilities for major pharmaceutical clients
Senior Project Manager — Patients & Purpose (Omnicom)
New York, NY | 2012-02 – 2013-12
  • Managed complex timelines to deliver cutting-edge responsive and HTML5 sites for consumer digital asset creative & web development projects
  • Managed full PM team for major pharmaceutical clients with 5 direct reports, overseeing annual SOW formulation and execution
  • Executed complex multi-departmental resource coordination for major pharmaceutical client projects, managing cross-functional teams and stakeholder alignment
Marketing Manager, LIPITOR / CADUET — Pfizer
New York, NY | 2010-01 – 2012-01
  • Launched new Live-Rep Video Detailing platform for Caduet, expanding digital engagement capabilities for healthcare professional interactions
  • Built internal digital infrastructure by creating greatstarts.pfizer.com as an internal repository to track program results and activity among group practice customers for MyHeartWise Great Starts program
  • Developed multichannel mix of email, direct mail, and web detailing during Lipitor's critical final quarters of patent protection to maintain clinical differentiation and optimize competitive opportunities
Associate Marketing Manager, CADUET — Pfizer
New York, NY | 2009-01 – 2009-12
  • Tablet PC Detailing Captain, SOV digital initiatives, Journal ad development and launch, Platform evolution and pull-through, Managing internal competition for bandwidth
Associate Marketing Manager, VIAGRA / REVATIO — Pfizer
New York, NY | 2007-07 – 2008-12
  • Implemented online voucher ordering system to streamline patient access and improve operational efficiency
  • Led tablet PC eDetailing implementation as Digital Captain, introducing innovative sales force technology solutions for enhanced HCP engagement
  • Launched monthly Viagra podcast program from May 2007 through April 2008, successfully aligning content to satisfaction messaging and value card program changes
Administrative Assistant, VIAGRA / REVATIO — Pfizer
New York, NY | 2001-07 – 2007-07
  • Developed savings card program and comprehensive media planning initiatives to support brand accessibility and market penetration
Temporary Administrative Assistant — Pfizer
New York, NY | 1998-05 – 2001-06
  • Multiple temporary administrative assistant assignments on several marketing teams at Pfizer including ZOLOFT, NORVASC, GLUCOTROL XL, and VIAGRA

Skills

Customer Experience & Omnichannel: Omnichannel strategy & orchestration, Customer journey mapping, Experience planning (XP) discipline, Behavioral pathway design, CRM programming & automation, Multi-touchpoint conversion logic, HCP & patient journey design, Channel sequencing & optimization

AI & Innovation: Custom GPT development & deployment, AI enablement & enterprise adoption, Prompt engineering & knowledge bases, API integrations (OpenFDA, DailyMed, RxNorm), Process automation & workflow optimization, Change management & training, Innovation evangelism, Data engineering & analytics platforms

Therapeutic Expertise: Oncology (KISQALI, TAGRISSO, BRUKINSA, IMFINZI), Vaccines (Moderna mRNA portfolio), HIV therapeutics, Rare disease (BANZEL), Multiple therapeutic areas

Education

Master of Business Administration in Business Administration — University of Phoenix

Bachelor of Fine Arts in Arts — New York University, Tisch School of the Arts