Campaign Automation Team Lead

About the Department 

Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.

 

We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

 

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

 

The Position

The purpose of the Campaign Automation Team Lead is to drive the strategic execution and continuous improvement of customer experience (CX) campaigns through effective leadership, collaboration, and technological integration. This position exists to ensure that our Marketing Technology (MarTech) architecture aligns with overarching business objectives and customer experience priorities, enhancing operational effectiveness and fostering a unified customer experience across all touchpoints.

 

Relationships

The Campaign Automation Team Lead reports directly to the CX Architecture & Automation HCP/Patient Lead, works closely with customer experience architects and campaign specification managers, and collaborates across CXME. The Campaign Automation Team Lead manages a team of Analysts in direct support.

 

Essential Functions

• Ensure that MarTech architecture and execution support overarching business objectives and customer experience priorities, in alignment with CX campaign strategies. Collaborate with Campaign Specifications Team on defining the requirements for new capabilities or tools to improve operational effectiveness. Lead teams gathering and analyzing requirements for CX campaigns, overseeing the design, implementation, and integration of MarTech solutions and directing the execution of CX campaigns across MarTech platforms
• Providing leadership and guidance to a team of execution experts, focused on the adoption and execution of Adobe’s Marketing cloud platforms and fostering a culture of innovation, collaboration, and continuous improvement. Develop the skills and capabilities of team members to drive excellence in CX campaign execution. Recruit, train and manage a team of employees and contractors. Support onboarding/training of execution analysts
• Drive innovation and continuous improvement in campaign execution with focus on speed to market, operational efficiency, execution quality, and maximizing the advancement of the campaign platforms
• Manage work intake, deliverables, prioritize project deliverables / intake, and resource allocation. Create strategic and advisory interfaces to ensure coordination between vendors and Analysts
• Collaborating with cross-functional teams, including marketing, IT, Omnichannel Orchestration, Enterprise Intelligence and data analytics, to ensure alignment of CX campaign initiatives with broader business objectives, facilitate data integration, and drive a unified customer experience across touchpoints. Keep stakeholders informed of developments in the organization or changes to business processes that might impact campaign operations. Serve as an NNI interface with vendors who provide expert staff
• Own best practices for the Adobe platform and disseminate areas of continuous improvement information to the organization. Partner closely with the CX Architecture & Automation HCP/Patient Lead to set vendor management and working norms defined from external best practices and internal benchmarks
• Support the CX Architecture & Automation HCP/Patient Lead to establ