Sr. Omnichannel Capability Manager

Role Summary

This position is responsible for the development and implementation of best-in-class integrated customer experiences which will increase marketing effectiveness and advance our Omnichannel Marketing roadmap. This individual will be a leader in marketing technology and audience activation strategies within the commercial organization.

Responsibilities

• Advance audience intelligence and segmentation strategies within Salesforce Data Cloud and Marketing Cloud as well as developing business processes
• Partner with Omnichannel Strategists and brand teams to contribute to the strategic development and execution of audience, content and digital initiatives; Support campaign development with both audience segmentation strategies and targeted customer lists
• Analyze campaign performance data in Salesforce and create reporting dashboards to offer insights and recommendations for campaign improvements
• Conduct ongoing performance evaluation for multiple channels (web, email, SMS, social, media) and as part of dynamic, next-best-action programs to drive deeper customer engagement
• Partner with cross-functional partners like IT, Data Management, and Analytics to enable the omni systems and strategies
• Drive platform integration and the advancement of the omnichannel roadmap through the following areas: audience, consent, and content management systems
• Drive omnichannel platform management and maintenance by ensuring system components are functioning correctly and partnering with IT teams to integrate CRM systems, data warehouses, and business tools
• Advance media and social media technology integration to both introduce and measure innovative tactics across digital operations and omnichannel orchestration
• Ensure all data processing activities comply with organization and brand requirements. Implement industry-wide best practices for audience management to support optimal customer engagement
• Establish operational standards for web, search, text/SMS, paid and social media; Drive continual optimization of capabilities to enhance campaign performance and customer experiences
• Manage agency and vendor support through strong project management, cross-functional collaboration and strong communication skills
• Evaluate and manage vendor relationships, ensure SLAs are met and operational excellence is maintained while handling escalated issues, budget, and contract management for vendor services
• Perform other duties as assigned

Qualifications

• BS/BA degree in Marketing, Business or related field and 8+ years of relevant digital marketing experience, including experience analytics oversite; including search, CRM, social media and Google analytics. Experience with marketing automation and client database management experience. Proven results with planning, execution and optimization of SEO, social and online marketing programs and initiatives. digital marketing management and hands on experience, preferably with a pharmaceutical or biotech organization; other digital experience will also be considered OR
• Master’s or MBA preferred and 6+ years of similar experience noted above
• Demonstrated expertise in digital marketing management within a pharmaceutical or Biotech organization
• Advanced knowledge of audience activations across digital channels - preferably experience with CDPs/DMPs
• Strong knowledge of customer data (first, second, third-party), identity resolution, and audience segmentation strategies
• Strong knowledge of marketing automation and CRM integration - preferably Salesforce or similar
• Strong knowledge of content management and digital asset management systems - preferably Adobe, Veeva or similar
• Demonstrated knowledge of project management systems and alternative ways of working - preferably JIRA, Workfront and agile methodology
• Ability to effectively manage multiple projects and vendors
• Demonstrated proficiency in PowerPoint, Word and Excel
• Anticipates business and industry issues; recommends relevant process / technical / service improvements
• Demonstrates broad expertise or unique knowledge
• Considered an expert within the company and may have external presence in area of expertise
• Applies in-depth expertise in discipline and broad knowledge of other closely related areas to improve efficiency of team
• Ability to work as part of and lead multiple teams
• Good leadership, mentoring skills and abilities typically leads lower levels and/or indirect teams
• Excellent computer skills
• Excellent communications, problem-solving, analytical thinking skills
• Sees broader picture and longer-term impact on division/company
• Ability to meet multiple deadlines across a variety of projects/programs, with a high degree of accuracy and efficiency
• Excellent project management, strong project leadership skills