Associate Director, Customer Experience & Omnichannel Enablement – Remote Position Available In Montgomery, Pennsylvania

Job Description:

CG Life is looking for an Associate Director, CustomerExperience & Omnichannel Enablement who will be responsible forworking with clients to drive omnichannel innovation, improvecustomer experience, and enable effective data-driven sales andmarketing capabilities within their organizations.

This includes:

Defining enterprise wide customer experience strategy Guiding thestrategy and implementation of digital marketing capabilitiesDefining and shaping strategies for the use of customer dataDefining and shaping operational processes for marketing platformuse Facilitating client change management efforts, and ensuringomnichannel marketing execution follows best practices Ensuringcross-channel data capture opportunities are consistentlyleveraged. In this role, you’ll serve as a consultant, workingexternally with cross-functional client teams inclusive ofmarketing, sales, commercial operations, data science, andinformation technology within pharma companies. You’ll alsocollaborate internally with agency teams such as client services,strategy, creative, technical strategy, development, and analyticssupporting this work and marketing DAOR and AOR engagements withinbiopharma. Key Responsibilities, including but not limited to:

Maintain an in-depth understanding of client needs, business,omnichannel technology platforms, customer data, and operationalapproaches Lead initial discovery and research in early projectstages: understanding business needs, requirements, conductingstakeholder interviews, guiding research initiatives, auditing theclient’s omnichannel/digital approaches and their digitalecosystems Create recommendations around how clients can increasetheir overall digital maturity and omnichannel effectiveness Helpto define customer data needs and key points of data availabilityacross various omnichannel platforms Participate in the creation ofdigital capability roadmaps and assist with the preparation ofbusiness and functional requirements when new omnichannel platformsare being acquired and implemented or existing ones are beingevolved Recommend internal process needs and approaches to ensureclient marketing platforms are utilized in a way that drivesefficiency, offers flexibility, and helps clients derive themaximum value from their platform investments Define data capture,measurement and reporting approaches and participate in thecreation of tools to facilitate optimal data capture and use Workwith clients to socialize their omnichannel ambitions, investments,and approaches while also helping to facilitate required changemanagement initiatives Educate cross functional client teams andtheir partners on best practices and proper omnichannel platformuse Lead the development and execution of client change managementstrategies for the adoption of new technologies and processes Leadthe development of training programs and materials for clients’ andtheir agency partners for new tools and platforms Provide ongoingstrategic and tactical advice to clients Partner with agencyleadership to define and optimize the CXOE approach and businessmodel Help to continually evolve the agency’s approach to CXOEprojects; inclusive of internal tools/process, service offerings,roles/responsibilities, pricing approaches etc. Advocate for andeducate on agency staff as it relates to capabilities, mindsets,and understanding of CXOE Serve as in internal subject matterexpert to agency teams working across all areas of business,helping to infuse data-driven approaches and optimized customerexperience into all facets and types of project work BusinessImpact Applies business expertise outside of the current clientbase by having an immediate impact when transitioning to a newclient or vertical Assist the agency with client presentations whenacquiring new CXOE projects Establish and nurture strongrelationships with clients, acting as a trusted advisor andstrategic partner Responsible for overall account success and scopeexecution by adapting strategies as needed Leadership Exercisesindependent judgment in methods, techniques, and evaluationcriteria for obtaining results Manages multiple pieces of businesswithin one client or multiple accounts Able to prioritize clientrequests and shift priorities as needed to meet aggressivedeadlines and milestones Industry Expertise Stays updated onindustry trends and emerging strategies Keep a pulse on omnichannelmarketing trends within the life science/biopharmaceutical industryas well as the digital maturity of our client’s key competitors andpeers Responsible for developing strong client partnerships,including high quality of work, service excellence, and proactiveideation Dedicated to self-improvement, regularly seekingon-the-job opportunities to enhance skills and expand knowledgeCommunication Ability to negotiate, manage conflict, and clientconcerns that cause dissatisfaction and frustration Proactivelycommunicate with your manager on bandwidth and availabilityMaintains positive co-worker and client relationships, fosteringtrust and collaboration Interacts with colleagues or clients ofvarying levels Works with cross-functional teams to build strongrelationships internally and externally People Management Maymanage and mentor junior staff members, responsible for theirprofessional development; effectively manage and delegate work ofstaff assigned to accounts Oversee annual performance evaluationsof team members

Requirements Qualifications and Skills:

7 years ofexperience in a client-facing role at a digital marketing agency,consultancy, or within a COE or digital operations role on theclient/brand side. Minimum of 5 years of Pharmaceutical/LifeSciences marketing experience required 2 years of digitaltransformation experience preferred 4-year degree, preferably witha specialty in Marketing or equivalent experience In-depthknowledge of building a data driven marketing practice, marketingtechnologies, omnichannel marketing, analytics, and largeenterprise technology needs Relentless problem-solving skills andthe ability to assess and resolve complex challenges for variedclient needs Willingness and ability to travel (1-2 times perquarter) Ability to create professional-looking documents andpresentations coupled with strong presentation and speaking skillsStrong analytical abilities and the ability to carefully managedetails Ability and desire to collaborate effectively with a widerange of team members, including colleagues and clients withvarying professional backgrounds and specialties Ability to workacross multiple projects at once in a fast-paced and self-drivenenvironment Ability to focus and work under pressure during tightdeadlines with humor, tact, and professionalism This role willreport to the SVP, Customer Experience & Omnichannel EnablementBenefits We are proud to offer a comprehensive benefits package toall of our employees: Medical, Dental & Vision Insurance. We covera generous portion of employee contributions 401K plan. We investin present and future you, which is why we offer a generous matchand immediate vesting on our plan Parental Leave. Generous paidtime off for parents to bond with their newest additionProfessional Development. Each employee has an annual budget toallocate to professional development opportunities. Employees areencouraged to take a workshop, attend a webinar, join associations,and do anything else that will help them grow in their careers. Andmore! We offer flexible time off, life insurance, LTD, a robustemployee assistance program, and more! At CG Life, we recognizethat attracting the best talent is key to our strategy and successas a company. As a result, we aim for flexibility in structuringcompetitive compensation offers to ensure we are able to attractthe best candidates. As required by law in this state, theestimated salary range for this position is $125,000 – $140,000 andrepresents our good faith estimate as to what our ideal candidatesare likely to expect. We tailor our offers within the range basedon organizational needs, internal equity, market data, geographiczone, and the selected candidate’s experience, education, industryknowledge, location, technical and communication skills, and otherfactors that may prove relevant during the selection process. At CGLife, it is not common for individuals to be hired at the higherend of the range, and compensation decisions depend on a variety offactors. This position is eligible to participate in adiscretionary bonus program, subject to the rules governing theplan. CG Life offers a variety of benefits, including healthbenefits, 401K retirement with a generous company match andimmediate vesting, and flexible time off.