Senior Manager - Omnichannel Engagement

Role: Senior Manager - Omnichannel Engagement Aumente sus posibilidades de conseguir una entrevista leyendo la siguiente descripción general de este puesto antes de presentar su candidatura. Job Description: The Engagement Lead partners with my client's clients and accounts to elevate my client's positioning as a Strategic Partner and enable a seamless client experience through strong engagement and delivery leadership. This role combines passion for client satisfaction, healthcare domain expertise, digital technology understanding, and the ability to lead delivery across multiple stakeholders while coaching and mentoring teams to grow accounts. As the Engagement Lead, you are the single point of contact for delivery, strategic positioning, and escalations. You will interface across key functions in Commercial and Medical (internal teams), and with internal stakeholders as well as external stakeholders/partners. You will oversee a matrix team assigned to client delivery and assume accountability for end-to-end delivery of multi-service line engagements collaborating with practice leads, operations managers, and account managers. Key delivery and engagement leadership role for a strategic healthcare client; may be embedded within the client digital campaign team · Accountable for multi-service line delivery, governance, KPIs and SLA adherence, and executive-level stakeholder management across multi-region / multi-market engagements · Lead omnichannel marketing program delivery across new brand launches and growth brands with strong digital and omnichannel experts · Provide strategic guidance to design, develop, and launch omnichannel campaigns and capabilities · Represent my client at senior levels within brand management and commercial operations; translate complex concepts for non-technical audiences Key Responsibilities Program Governance & Client Leadership

• Accountable for program-level governance, KPIs, SLA adherence, and close alignment with DCC program leadership
• Drive periodic interlocks with Commercial hub sponsors and leads
• Partner with DCC leadership to drive strategic priorities and translate them into operational outcomes
• Oversee multi-region / multi-market, market-level and workstream-level integrated operations to ensure the highest levels of quality, brand satisfaction, and milestone alignment
• Manage team performance and utilization, and act as the overall escalation point
• Build strategic relationships with key decision makers across customer organizations to solidify and influence client's account presence.

Engagement Oversight & Client Experience

• Provide oversight of the engagement to ensure effective delivery of services and seamless client experience
• Deliver a seamless and integrated experience to clients by presenting a unified view of multiple and diverse service lines
• Build mechanisms and systems for early alerts and notifications to management for potential headwinds/risks; plan proactively to manage them
• Manage key customer escalations and red accounts by mobilizing and leveraging resources across the company as needed

Omnichannel Strategy, Delivery & Orchestration

• Provide thought leadership, strategic guidance, and project/program management across omnichannel marketing programs
• Support prioritization and execution orchestration of omnichannel capabilities that drive personalized marketing journeys and customer experiences
• Participate in campaign planning workshops and provide journey advisory to brand teams and stakeholders
• Provide cross-channel orchestration solution support across digital channels and workstreams
• Work with Campaign Analytics to review performance and provide post-campaign recommendations to brand teams

Innovation & MarTech Advisory

• Provide thought leadership to drive innovation with Strategy, Operations, and Implementation
• Drive client engagement by leveraging consultative skills to understand challenges, analyze complex landscapes, and deliver tailored solutions
• Proactively articulate and recommend my client as a strategic partner, influencing decision makers through outcomes and value
• Aid in establishing organizational operations foundations and drive consistency through frameworks, process flows, strawmen, and operational toolkits
• Define end-to-end technical solution architecture and recommend the best implementation approach across digital channels
• Coordinate assessment of new technology and identify process needs; act as a marketing technology strategic advisor and service ambassador

Required Experience & Qualifications

• 10-15 years of business experience including 5 years of omnichannel delivery or operations experience with expertise in digital production (e.g., web development) and campaign management activities in the Healthcare industry; Pharma xqysrnh experience is a bonus
• Strong ability to build and manage/grow customer relationships, and navigate complex buying and decision-making environments
• Deep understanding of digital marketing tactics (websites, email, paid media, social media, SEO/GEO, mobile apps, etc.) and the technology platforms that enable them
• Experience managing multiple large-scale programs with complex and heterogeneous technology landscapes
• Strong written and verbal communication skills, with proven ability to communicate with technical and non-technical audiences alike
• Robust analytical skills to evaluate operational performance and identify efficiencies or areas for improvement
• Excellent project, program, and portfolio management skills in a digital domain, with attention to detail, urgency, and a solution-oriented mindset
• Skilled relationship-builder and cross-functional collaborator, able to manage priorities and drive results across internal and external stakeholders
• Experience creating detailed reports and delivering presentations to senior audiences
• Excellent planning, organizational, and time management skills
• Ability to travel

EOE: Our client is an Equal Opportunity Employer, committed to a workplace free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, gender, age, disability, sexual orientation, gender identity, marital status, military service, genetic information, or any other status protected by law.