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