Customer Engagement Planning and Measurement - Business Unit Leader

Job Description

Customer Engagement Planning and Measurement - Business Unit Leader – US Market

The Customer Engagement Planning and Measurement - Business Unit Leader will be a key member of the leadership team, responsible for guiding a group of Customer Engagement Architects. This Director-level position focuses on developing and executing cohesive omnichannel strategies to enhance customer engagement and optimize marketing operations in the US market. This role will work closely with Brand Marketing and Sales leadership to align digital customer strategies and promote a culture of continuous improvement and innovation.

Key Responsibilities include:

• Team Leadership and Development

  • Lead and mentor a team of Customer Engagement Architects, focusing on skill development and executional excellence.

  • Set performance targets and participate in the assessment of team members to support ongoing professional growth.

• Strategic Oversight

  • Drive the transformation of marketing strategies and customer insights into effective digital customer engagement strategies.

  • Oversee the development and execution of Omnichannel go-to-market and Customer Engagement planning activities that align with business goals and customer needs.

  • Take a cross-brand approach to maximize impactable revenue by resource management, stakeholder influence, and strategic oversight.

• Collaboration and Partnership

  • Foster alignment and partnership across internal teams and external partners to design and implement non-personal promotional activities.

  • Collaborate with Analytics and Marketing teams to measure and optimize digital promotion spend and drive channel integration.

• Analytics and Insights

  • Lead the development of engagement analytics to optimize campaign performance and inform strategic decisions that will maximize business impact.

  • Maintain learning agendas aligned with key business questions to deliver actionable insights for continuous improvement.

• Cultural Leadership

  • Promote a culture of agency that drives continuous improvement and innovation within the team and across the organization.

  • Encourage the adoption of agile practices and principles to enhance team performance and adaptability.

• Market Awareness

  • Stay informed about leading trends in digital marketing, customer experience, and marketing automation relevant to the industry.

  • Assess current and future staffing needs to ensure the right balance of architects to support agile teams.

• Operational Excellence

  • Support the implementation of a behavior-based promotional approach to optimize the marketing mix across all channels.

  • Temporarily step into the architect role as needed to ensure continuity during staff transitions.

  • Act as a change catalyst for your team and stakeholders, exemplifying entrepreneurship in identifying and pursuing opportunities.

Required Qualifications:

• Bachelor's degree in a relevant field.

• Minimum of 12 years of experience in marketing strategy, customer experience, and multi-channel marketing, with a focus on omnichannel digital strategy.

• Proven ability to lead various cross-functional teams and engage senior management effectively.

• Strong analytical, problem-solving, and strategic thinking skills.

Preferred Qualifications:

• Experience in Cardiovascular, Immunology, Ophthalmology, HIV and Rare Disease therapeutic areas

• Advanced degree (Master's or equivalent).

• Experience in digital/omnichannel media planning and purchasing.

• Familiarity with agile development methodologies and change management practices.

• Knowledge of process development and optimization.

Position Location:

• Upper Gwynedd, PA with a hybrid work model (combination of in-office and remote work). Relocation assistance is provided.

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Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

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