Associate Director, Customer Experience & Omnichannel Enablement

CG Life is looking for an Associate Director, Customer Experience & Omnichannel Enablement who will be responsible for working with clients to drive omnichannel innovation, improve customer experience, and enable effective data-driven sales and marketing capabilities within their organizations. This includes:

• Defining enterprise wide customer experience strategy
• Guiding the strategy and implementation of digital marketing capabilities
• Defining and shaping strategies for the use of customer data
• Defining and shaping operational processes for marketing platform use
• Facilitating client change management efforts, and ensuring omnichannel marketing execution follows best practices
• Ensuring cross-channel data capture opportunities are consistently leveraged.

In this role, you’ll serve as a consultant, working externally with cross-functional client teams inclusive of marketing, sales, commercial operations, data science, and information technology within pharma companies. You’ll also collaborate internally with agency teams such as client services, strategy, creative, technical strategy, development, and analytics supporting this work and marketing DAOR and AOR engagements within biopharma.

Key Responsibilities, including but not limited to:

• Maintain an in-depth understanding of client needs, business, omnichannel technology platforms, customer data, and operational approaches
• Lead initial discovery and research in early project stages: understanding business needs, requirements, conducting stakeholder interviews, guiding research initiatives, auditing the client’s omnichannel/digital approaches and their digital ecosystems
• Create recommendations around how clients can increase their overall digital maturity and omnichannel effectiveness
• Help to define customer data needs and key points of data availability across various omnichannel platforms
• Participate in the creation of digital capability roadmaps and assist with the preparation of business and functional requirements when new omnichannel platforms are being acquired and implemented or existing ones are being evolved
• Recommend internal process needs and approaches to ensure client marketing platforms are utilized in a way that drives efficiency, offers flexibility, and helps clients derive the maximum value from their platform investments
• Define data capture, measurement and reporting approaches and participate in the creation of tools to facilitate optimal data capture and use
• Work with clients to socialize their omnichannel ambitions, investments, and approaches while also helping to facilitate required change management initiatives
• Educate cross functional client teams and their partners on best practices and proper omnichannel platform use
• Lead the development and execution of client change management strategies for the adoption of new technologies and processes
• Lead the development of training programs and materials for clients’ and their agency partners for new tools and platforms
• Provide ongoing strategic and tactical advice to clients 
• Partner with agency leadership to define and optimize the CXOE approach and business model
• Help to continually evolve the agency’s approach to CXOE projects; inclusive of internal tools/process, service offerings, roles/responsibilities, pricing approaches etc.
• Advocate for and educate on agency staff as it relates to capabilities, mindsets, and understanding of CXOE
• Serve as in internal subject matter expert to agency teams working across all areas of business, helping to infuse data-driven approaches and optimized customer experience into all facets and types of project work

Business Impact

• Applies business expertise outside of the current client base by having an immediate impact when transitioning to a new client or vertical
• Assist the agency with client presentations when acquiring new CXOE projects
• Establish and nurture strong relationships with clients, acting as a trusted advisor and strategic partner
• Responsible for overall account success and scope execution by adapting strategies as needed

Leadership

• Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results
• Manages multiple pieces of business within one client or multiple accounts
• Able to prioritize client requests and shift priorities as needed to meet aggressive deadlines and milestones

Industry Expertise

• Stays updated on industry trends and emerging strategies
• Keep a pulse on omnichannel marketing trends within the life science/biopharmaceutical industry as well as the digital maturity of our client’s key competitors and peers
• Responsible for developing strong client partnerships, including high quality of work, service excellence, and proactive ideation
• Dedicated to self-improvement, regularly seeking on-the-job opportunities to enhance skills and expand knowledge

Communication

• Ability to negotiate, manage conflict, and client concerns that cause dissatisfaction and frustration
• Proactively communicate with your manager on bandwidth and availability
• Maintains positive co-worker and client relationships, fostering trust and collaboration
• Interacts with colleagues or clients of varying levels
• Works with cross-functional teams to build strong relationships internally and externally

People Management

• May manage and mentor junior staff members, responsible for their professional development; effectively manage and delegate work of staff assigned to accounts
• Oversee annual performance evaluations of team members

Qualifications and Skills:

• 7+ years of experience in a client-facing role at a digital marketing agency, consultancy, or within a COE or digital operations role on the client/brand side.
• Minimum of 5 years of Pharmaceutical/Life Sciences marketing experience required
• 2+ years of digital transformation experience preferred 
• 4-year degree, preferably with a specialty in Marketing or equivalent experience
• In-depth knowledge of building a data driven marketing practice, marketing technologies, omnichannel marketing, analytics, and large enterprise technology needs
• Relentless problem-solving skills and the ability to assess and resolve complex challenges for varied client needs
• Willingness and ability to travel (1-2 times per quarter)
• Ability to create professional-looking documents and presentations coupled with strong presentation and speaking skills
• Strong analytical abilities and the ability to carefully manage details
• Ability and desire to collaborate effectively with a wide range of team members, including colleagues and clients with varying professional backgrounds and specialties
• Ability to work across multiple projects at once in a fast-paced and self-driven environment
• Ability to focus and work under pressure during tight deadlines with humor, tact, and professionalism

This role will report to the SVP, Customer Experience & Omnichannel Enablement

We are proud to offer a comprehensive benefits package to all of our employees:

• Medical, Dental & Vision Insurance. We cover a generous portion of employee contributions
• 401K plan. We invest in present and future you, which is why we offer a generous match and immediate vesting on our plan
• Parental Leave. Generous paid time off for parents to bond with their newest addition
• Professional Development. Each employee has an annual budget to allocate to professional development opportunities. Employees are encouraged to take a workshop, attend a webinar, join associations, and do anything else that will help them grow in their careers.
• And more! We offer flexible time off, life insurance, LTD, a robust employee assistance program, and more!

At CG Life, we recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. As required by law in this state, the estimated salary range for this position is $125,000 - $140,000 and represents our good faith estimate as to what our ideal candidates are likely to expect. We tailor our offers within the range based on organizational needs, internal equity, market data, geographic zone, and the selected candidate’s experience, education, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process. At CG Life, it is not common for individuals to be hired at the higher end of the range, and compensation decisions depend on a variety of factors. This position is eligible to participate in a discretionary bonus program, subject to the rules governing the plan. CG Life offers a variety of benefits, including health benefits, 401K retirement with a generous company match and immediate vesting, and flexible time off.  

This job posting is intended for direct applicants only; please, no outside recruiters.