Sr. CX/Engagement Strategist

Strategy

Senior CX (Customer Experience)/Engagement Strategist

What it takes:

Collaborator: Rolls up sleeves alongside account, strategy, and creative teams to ensure that CX/engagement strategy is properly integrated within the larger marketing plan from the get-go

Data translator: Capable of mining, analyzing, interpreting, and distilling market research into brand/category-relevant engagement insights, market landscape traits, and brand barriers and opportunities. Familiar with analytics data, customer/digital trends, user behaviors, competitive audits, and asset/experience evaluations to understand the brand situation and inform the marketing approach

Landscape analyzer: Supports the defining of audience archetypes, customer micro-journeys, content needs, and engagement pillars through a combination of research types
Trend-spotter: Tracks, distills, and shares relevant digital, technological, and innovation insights to the broader team while finding opportunities to apply them to client solutions

Capable of shaping market research guidelines, goals, and discussions to glean the most appropriate and applicable engagement insights possible
Stays close to tactical reporting and feels comfortable making recommendations for optimizing tactics over time based on data output; feels just as at home conducting social listening as digging into a qualitative study, since both breed insights
Bring an original approach to research, owning and developing a point of view around resources, methodologies, and how to apply findings to specific client situations

Comfortable communicator: Is effective in a variety of presentation settings: one-on-one, small/large groups, with peers, subordinates, and bosses

Integrated thought leader: Elevates the quality or increasing efficiency of projects by proposing novel ideas or ways of working
Customer journey: Supports the design of thoughtful CX that delivers a positive relationship with the brand and contributes meaningfully to tactical planning efforts (year-round)
Brand-building partner: Partners with brand strategy groups by having a strong value and appreciation for brand building, positioning, and pharmaceutical marketing. Can frame customers’ behavior trends/patterns, identify differences across customer segments, and apply all learning to their journey

Types of tasks

Disease journey + customer-brand journey mapping
(with catalyst/barriers included)
Engagement strategy across journey phases
Customer belief and behavior profiles (individual or by segmentation)
Communications, technology, social and influencer auditing
Customer/segment activation planning
Tactical planning
Communications calendar/launch planning
Content strategies and matrix (done by channel, program, SIS, or milestone dates)
Tactical program development (high level)
CRM strategy and planning

Qualifications

Undergraduate degree in marketing or related discipline
3 to 5 years of experience in marketing with customer experience, engagement strategy, and digital execution as a focus
Minimum of 2 years of experience in an agency environment (healthcare/pharmaceutical industry preferable)
Subject matter expert in digital strategy and integrated marketing
Experience designing data-driven, multichannel marketing strategies utilizing customer data, website, social, paid media, email, and traditional marketing channels

Understanding of qualitative and quantitative research, with experience transforming data into actionable customer insights
CRM strategy, brand and digital strategy for HCPs and/or patients
Ability to evaluate integrated digital tactics, including website (SEO/UI), SEM CRM, direct marketing, content strategy, and relevant engagement platforms to determine optimal customer experience
Digitally fluent, with knowledge of digital marketing best practices
A sense of humor and collaborative approach