26 Jul
Customer Experience Digital Lead
Illinois, Mettawa , 60045 Mettawa USA

Vacancy expired!

Position: Customer Experience Digital Lead

Location: Remote

Duration: Long Term Contract

Job Description:The Customer Experience (CX) Digital Lead is responsible for playing an integral role on the extended cross-functional support team for the US Immunology franchise. As a member of the Commercial Analytics & Operations (CA&O) organization supporting our brand franchises, the CX Digital Lead will bring Digital/CRM subject matter expertise to strategic brand plans and have responsibility for ensuring the Customer Experience is optimized for Consumer and Patient stakeholders. This role serves as a business partner in the development and pull-through of a differentiated and insights-driven customer experience. The role will focus on the Consumer Ecosystem. Last, this role supports the franchise teams by leading the orchestration and alignment of touch points across the customer journey. This position will also be accountable for bringing expertise and leadership support to advance the Digital Transformation key priorities. Specifically, developing and maintaining brand experience designs, ensuring adherence of customer privacy and compliance practices, drafting of marketing campaign business rules and requirements, as well as identifying and partnering with Analytics teams to develop and utilize sound measurement/reporting constructs for all programs. The CX Lead will also ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM omni-channel ecosystem. This includes but is not limited to: CRM, Social Media, Website and Media. Key Responsibilities Include:
  • Lead Customer Experience design and CRM/Digital expertise in support of the Brand team.
  • Lead path finding brands on proof of concepts/pilots for emerging digital capabilities.
  • Provide brand team support to manage the development and completion of execution plans (timelines) from start to finish for CRM/Digital programs (ie. Social, email, website touchpoints).
  • Collaborate effectively in a matrixed environment with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal integrated business partners.
  • Maintain a deep understanding of Brand customer insights, journey and segmentation strategies - and apply them to CRM/Digital campaigns and programs.
  • Lead cross-functional team (Brand/CX/MABI/Agency) to design and implement ideal customer experience aligned to journey phases and strategic messaging strategy.
  • Provide input and inspiration through active participation in the annual brand strategy and tactical planning process.
  • Partner closely with Medical/Regulatory/Legal/Privacy partners to educate, lead and help anticipate and balance organizational needs with pilots. Present capabilities and garner buy-in/feedback from senior leadership across various stakeholder functional areas.
  • Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives.
  • Provide CRM/Digital execution and response channel/tactic expertise across all channels (e.g. Email, Web, Mobile Apps, and Social)
  • Develop detailed digital campaign business requirements for patient support services and CRM lead generation, acquisition and retention. (E.g. CRM database management)
  • Collaborate with Brand team to recommend and build feasible campaign and program test & learn plans to inform optimization recommendations. Develop and manage tactic test plans/QC before, during and after campaign launch
  • Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging, including CRM/Digital marketing best practices.
  • Understand and execute data capture and data privacy (opt management) consistently across all channels.
  • Identify new or unique Brand CRM/Digital data requirements needed for program.

Competencies:
  • Exceptional functional knowledge and expertise on digital marketing platforms. E.g. CRM, DMP, email marketing best practices, marketing cloud technology
  • Acumen for how digital agencies operate: scope of work process/mgmt., timelines.
  • Inquisitive, strong analytical skills, including the ability to infer and apply learnings.
  • Strong project management abilities and critical work tool experience. E.g. Excel, Visio, MS Project, PowerPoint, SharePoint, Teams…

Qualifications:
  • Bachelor’s degree in Business or Marketing with at least five to ten plus (5-10+) years of CRM/Digital experience.
  • Demonstrated experience with start-to-finish planning/executing Omni-channel digital marketing/CRM programs, including: websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening.
  • Must have thorough understanding of measuring impact of digital/CRM including social analytics, SEO measurement/management, and digital/mobile metrics.
  • Strong experience with enterprise CRM/Database/ESP platforms in an operational/executional capacity.
  • Must have experience with personalization, 1:1 approaches/data capture techniques (i.e. email, addressable media, dynamic web), application of legal/privacy terms & conditions.
  • Must have experience identifying and outlining key campaign metrics (KPIs) and building campaign pro-formas/measurement plans/marketing analytics.

Vacancy expired!

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