Customer Experience Strategist

4 weeks ago

New York, New York, United States BGB Group Full time
Job Title: Director, Engagement Strategy

BGB Group is a leading healthcare communications agency that offers a wide range of services, including traditional pharmaceutical advertising, promotional medical education, payer marketing, and consulting services.

We are seeking a highly experienced and strategic leader to join our team as a Director, Engagement Strategy. This role will be responsible for developing and implementing comprehensive customer experience strategies across all touchpoints and channels.

Key Responsibilities:

  • Develop and implement customer experience strategies that drive business growth and customer loyalty.
  • Lead CX initiatives, fostering a culture of continuous improvement and innovation.
  • Design and segment detailed customer journey maps that identify critical touchpoints and opportunities for engagement and improvement.
  • Develop strategic frameworks that guide the creation and implementation of effective CX initiatives.
  • Identify and optimize key customer touchpoints to enhance the overall customer experience and satisfaction.
  • Lead the tactical planning of CX initiatives, ensuring alignment with broader marketing and business strategies.
  • Utilize data analytics and customer feedback to generate actionable insights that drive strategic decisions.
  • Develop comprehensive ecosystem maps that illustrate the interconnectedness of various customer touchpoints and channels.
  • Conduct thorough competitive assessments to benchmark CX practices and identify areas for differentiation.
  • Provide support for cross-functional workshops to foster a customer-centric culture and brainstorm innovative CX solutions.
  • Act as a vocal advocate for the importance of CX and engagement, demonstrating a growth mindset and inspiring others to adopt customer-centric approaches.

Requirements:

  • Bachelor's degree or equivalent experience in Marketing, Business, Communications, or related field.
  • Minimum of 5 years' experience in customer experience, engagement strategy, strategic planning, or related roles within the pharmaceutical or healthcare industry.
  • Proven track record of developing and implementing successful CX and engagement strategies, with specific examples of media campaigns that enhanced customer engagement in US and Global markets.
  • Deep understanding of the customer journey, analytics, and the strategic use of media to improve customer engagement and driving measurable results.
  • Excellent communication and stakeholder management skills, capable of working collaboratively across departments and with external partners.
  • Familiarity with the regulatory environment and compliance requirements of the pharmaceutical industry.
  • Experience with digital transformation, omnichannel delivery, and implementing on CRM systems.
  • Agile and adaptable to evolving market trends and customer needs.
  • Demonstrate subject matter expertise with prepared materials
  • Working experience with Sermo, Doximity, Salesforce Marketing Cloud, Veeva
  • Awareness of emerging technology for attracting and converting healthcare professionals, patients, and caregivers

Salary Range: $125,000 - $165,000

The salary range provided represents what a potential hire may expect to earn in this role at BGB. Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGB Group.

BGB Group is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.

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