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Customer Experience Marketing Manager

Company: The Fountain Group
Location: Irvine
Posted on: May 15, 2022

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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