Customer Experience Marketing Manager
Company: The Fountain Group
Location: Irvine
Posted on: May 15, 2022
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Job Description:
Job Description Hello, My name is Melissa Dowling and I
represent The Fountain Group. We are a national staffing firm and
are currently seeking a Customer Experience (CX) Digital Lead for a
prominent client of ours. This position is located in Irvine, CA
92612 . Details for the position are as follows: Duration: 6 months
(extension based on performance and budget) Pay: $85 - $92 an hour
on W2 Position is hybrid: onsite and remote (would consider 1-2
days onside for the right fit) Insights of role: Role is focused on
HCP Omni-channel partner vs consumer--- doctors/nurses etc. ---
understanding HCP customer relationships with Field Sales, direct
HCP point of view etc. (understanding the underlying process here
would be helpful) Strategizing to build out HCP ecosystem, best
practices and capabilities --- small scale tactics also inclusive.
So mix of both strategy tactical, so industry exposure sought.
(50/50 --- Strategy / Tactical execution) Working with Brand
partners, lead meetings, facilitate along with other Digital Labs
Partners internal cross functional teams to execute those tactics
(interactive sales aids, rep triggered emails) Job Description:
Lead Customer Experience design and digital/omnichannel expertise
in support of the Brand team. Guide development of impactful and
relevant in-field team tools and assets (sales aids). Lead
pathfinding 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 (i.e., Social, email, website touchpoints,
etc.). 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 AbbVie 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, Social, etc.). 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.
Qualifications: Bachelor---s degree in Business or Marketing with
(5-10) years of CRM/Digital/omnichannel experience. Demonstrated
experience with start-to-finish planning/executing multi-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, 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. Company
Description Looking for a new career, or a change from your current
work environment? The Fountain Group gives you access to more
opportunities in your area of expertise and allows you to gain
advice and skills training that will help you advance in your
chosen career field
Keywords: The Fountain Group, Irvine , Customer Experience Marketing Manager, Executive , Irvine, California
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