27 days old

Customer Experience Manager

Kelly Services
Mettawa, IL 60048

My name is George Rogers and I am a Recruiter with Kelly Services, Inc., a Fortune 500 workforce solutions company. We are currently seeking to fill a **Customer Experience Manager** role in **Mettawa, IL (currently remote).** I have attached the details of the opportunity below.

*****Please note: This role is currently remote, but the company needs candidates to be local to the area as it will be onsite eventually.**

**Customer Experience Project Manager II, Mettawa, IL 60045**

**Duration: 10 months, with likelihood of extension/conversion**

**Pay: $60.00**

The Customer Experience (CX) Manager is responsible for playing an integral role on the extended cross-functional support team for the Immunology franchise. As a member of the Commercial Analytics & Operations (CA&O) organization supporting our brand franchises, the CX Manager will bring Digital/CRM subject matter expertise to strategic brand plans and have responsibility for ensuring the Customer Experience is optimized for key stakeholders: Consumer/Patients and Health Care Professionals (HCP)/Managed Care. This role serves as a business partner in the development and pull-through of a differentiated, and insights-driven customer experience. The role supports the franchise teams by leading the orchestration and alignment of touchpoints across the customer journey.

This role will also be accountable for bringing expertise and leadership support to advance the companys Digital Marketing Platform and pull-through of an advanced HCP multi-channel ecosystem vision. Specifically, developing and maintaining brand experience designs (journey-based engagement plans), ensuring adherence of customer privacy and compliance practices, drafting of marketing campaign business rules and requirements, as well as identifying and partnering with the MABI Customer Analytics team to develop sound measurement/reporting constructs for all programs. The CX Manager will also ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM multi-channel ecosystem.

**Key Responsibilities Include:**

+ Derive insights from channel KPI data to recommend optimization opportunities to improve customer engagement.

+ Serve as in-house subject matter expert on CRM/Digital in support of the Brand team.

+ Drive utilization of impactful and relevant in-field team tools and assets (sales aids).

+ Provide brand team support to manage the development and completion of execution plans from start to finish for CRM/Digital programs.

+ Collaborate effectively in a matrixed environment with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal business partners.

+ Maintain a deep understanding of Brand customer insights, journey and segmentation strategies - and apply them to CRM/Digital campaigns and programs.

+ Provide CRM/Digital execution and response channel/tactic expertise across channels (e.g. Email, Web, Mobile Apps, Social)

+ Understand and execute data capture and data privacy (opt management) consistently across all channels.


+ Bachelors degree in Business or Marketing with three to five (3-4) years of CRM/Digital experience.

+ Demonstrated experience with start-to-finish planning/executing multi-channel digital marketing/CRM programs, including: websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening.

+ Must have solid understanding of measuring impact of digital/CRM including social analytics, SEO measurement/management.

+ Strong experience with enterprise CRM/Database/ESP platforms in an operational/executional capacity.

+ Experience in Healthcare or Pharma industry is ideal.

+ Previous experience with Veeva or Adobe preferred as both tools are used in the role (not required).

+ Experience with personalization, 1:1 approaches/data capture techniques.

+ Ability to work and lead independently initiatives without day to day supervision.

+ Able to prioritize & gracefully manage competing priorities to ensure deadlines are met.

+ Collaborative nature and ability to influence and guide cross-functional stakeholders.

+ Exceptional functional knowledge and expertise on digital marketing platforms (e.g. CRM/email marketing best practices)

+ Inquisitive, strong analytical skills, including the ability to infer and apply learnings.

+ Excellent verbal and written communication skills.

If you are interested in hearing additional information about this opportunity, please apply below or email an updated copy of your resume to ( .

**Why Kelly** **** **?**

Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-02-01 Expires: 2021-03-04

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Customer Experience Manager

Kelly Services
Mettawa, IL 60048

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