Manager, Digital Experience

Digital Experience Manager (Remote)

 

EnlivenHealth is seeking a Digital Experience Manager to manage a very large and strategic segment of our clients. The Digital Experience Manager’s role is a critical part of our Customer Experience (CX) team. 

They are responsible for creating an excellent and successful digital experience for our independent pharmacies and the GPOs/PSAOs they work with, ensuring that each touchpoint of the customer journey is not only effective but engaging as well. The role of a digital experience manager is to:

• Improve customer utilization, driving customer satisfaction 
• Build customer loyalty and growth

 

The Digital Experience Manager will report to the Chief Customer Officer and will have several Digital Experience Executives as direct reports.

 

Responsibilities

The Digital Experience Manager will develop a clear understanding of the customers in the independent pharmacy and GPO/PSAO segment, the target demographics, and what digital experiences customers and prospects are looking for. From this information, they will develop a digital strategy that offers a personalized experience while being able to deploy at scale. 

The Digital Experience Manager role includes the following responsibilities:

• Developing and leading the organization’s customer digital engagement transformation efforts. 
• Developing and leading a team of Digital Experience Executives
• Evaluating current state utilization and the customer journey, determining areas where there are critical interactions and developing plans for executing improvements
• Using a platform to assess customer feedback, data, and analytics, as well as improve the overall digital experience and customer experience based on analytics and derived insights.
• Creating an ecommerce strategy and other digital sales strategies.
• Working closely with the digital marketing team to ensure alignment on key messages, goals, and overall experience.
• Evaluating customer purchase trends over time, both short-term and long-term, and assessing the impact of various economic situations (ex. COVID-19).
• Analyzing customer behavior on current platforms.
• Managing and assessing the customer life cycle and the digital experience life cycle.
• Monitoring customer interactions for insights and data.
• Managing customer relationships and working with the customer success managers to do so.
• Creating and executing the digital experience strategy and assisting with the customer experience strategy. 
• Coordinating their efforts with their organization’s human resources department, operations manager, project management teams, and more departments as needed. 
• Working with other EnlivenHealth business areas including visual design, digital asset management, storyboards, etc.

 

Required Knowledge and Skills

• Project management, which requires strong skills in organization and time management.
• Understanding of digital marketing and engagement principles.
• Relationship management and an ability to communicate with all relevant stakeholders, like customers, clients, and other employees.
• Performance analysis skills to interpret analytics and data 
• Knowledge of best practices and trends in digital channels for sales and customer feedback such as social media, ecommerce, websites, and digital advertising.
• Basic computer skills and proficiency in Microsoft Office, Google Docs, and spreadsheets.
• Metrics-driven and experience implementing and tracking KPIs

 

Basic Qualifications

• Bachelors’ degree.
• 3+ years working in customer experience and/or digital marketing 
• Track record of performance 

 

Preferred Knowledge and Skills

• Prior experience in a marketing or customer experience function 

 

Work Conditions

• Travel up to 25% of time
• Working out of a home-based office
• Managing remote resources

 

#LI-JC1

 

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”    Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.  Our guiding principles inform everything we do: