Associate Director, US Oncology Marketing Omnichannel Customer Engagement Strategy

Job Description

The Omnichannel Customer Engagement Strategy Associate Director will be responsible for partnering with key areas within our Company to help shape the customer engagement strategy and its impact on the strategic design of the Omnichannel Marketing capability for US Oncology. This includes establishing relationships with the US Oncology brand teams, extended business partners, as well as agency and channel partners to champion the adoption, design, expansion and measurement of omnichannel marketing programs to healthcare professionals and consumers.

The Omnichannel Customer Engagement Strategy Associate Director reports into the US Oncology Omnichannel Strategy and Operations Team.

Primary Responsibilities:

• Customer Engagement Strategy: Partner with the US Customer Experience Strategy & Capabilities team to shape the Customer Experience Strategy to better inform US Oncology omnichannel requirements & experiences in partnership with the US Oncology Omnichannel Strategy Lead & US Omnichannel Strategy & Capabilities (OS&C) team

• Operationalization: Oversee the execution of successful Customer Engagement governance practices within US Oncology to improve the consistency of customer-centric execution based on Voice of Customer (VoC), leveraging operational standards, and monitoring of customer impact.  Provide visibility to outcomes by way of best practice sharing and adoption within the US Oncology organization.

• Customer Programs: Partner with US Oncology teams to better understand & inform journey mapping, persona strategy, survey design, business case development for new capabilities, etc. Supports US Oncology action plans centered around customer experience initiatives and omnichannel strategy that deliver a competitive advantage to meets customer needs based on design thinking and co-innovation methodologies. 

• Communication & Change Management: Champion customer mindset within our organization increasing awareness and adoption; content creation of customer experience practices and principles for distribution to impacted US Oncology stakeholders.  Partner with teams to manage change involved in developing seamless, physical and digital personalized omnichannel customer experiences

Position Location:

• Upper Gwynedd, PA with a hybrid work model (combination of in-office 3 days/week and work from home). Relocation assistance provided.

Position Qualifications:

Education Minimum Requirements:

• Required: Bachelor's degree

• Desired: Master's degree

Required Experience and Skills:

• Minimum of five (5) years of marketing strategy, customer experience, and multi-channel marketing with an emphasis on Omnichannel customer experience strategy that optimizes overall customer experience to drive business results

• 3+ years of hands-on experience designing and executing strategy programs

• Innovative mindset with affinity toward experimentation and appropriate risk taking

• Demonstrated change management skills with ability to lead, advocate, influence, and collaborate across various functions at all levels.

• Proficient in working within collaborative, fast-paced environments, building and maintaining strong relationships, peer influence, building effective working relationships with colleagues, and delivering high-quality work

• Strong project management and execution skills, with experience working in agile environments

Preferred Experience and Skills:

• Associate Director Level of Marketing or equivalent from Agency/Consultancy

• Oncology pharmaceutical marketing experience

• Omnichannel marketing experience

• Agile team experience

NOTICE FOR INTERNAL APPLICANTS

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