Associate Director, Customer Experience

Job Description

Job Title: Associate Director, Customer Experience (CRM & Data)

About this Role: This colleague will lead digital-first brand, messaging, segmentation, and communication and relationship management strategy for our clients. He or she will be responsible for turning insights into actionable strategies and creative recommendations that ultimately drive results. The single most important aspect of the job will be her/his ability to articulate these insights into written compelling and persuasive presentations. Another important aspect of this role will be helping teams create on-strategy ideas and platforms, inspiring them to think differently, breathing new life. This role will work specifically with clients in the health, wellness and pharmaceutical category and it is important the candidate understands consumer, caregiver and HCP (health care professional) marketing.

Responsibilities:

• strategic voice for developing holistic relationship management strategies that can be applied across multiple business lines, different stakeholders and various channels and platforms.
• Craft strategic platforms, strategic briefs, value propositions and messaging for various initiatives
• Develop focused and inspiring creative briefs for compelling customer experience and relationship marketing programs and execution.
• Guide creative from program concept to execution, ensuring the work is always on strategy and aligned with best practices and industry learnings.
• Writes clear and concise situational analyses (with a strong narrative), POVs, presentations and other business analyses reports that lay the foundation for marketing, media, data, website, and application development projects.
• Interfaces with lead account and creative teams at the agency to deliver smart, differentiated, and strategically grounded ideas to the client.
• Partner in data strategy and recommendations that incorporate the understanding and connection to marketing automation platforms (like Salesforce and Adobe) and potential customer data platforms (i.e. Tealium, etc…)

SKILLS/QUALIFICATIONS:

• You are able to elevate the thinking of internal and client teams to achieve breakthrough digital solutions and campaigns. You push to do what is strategically sound in the long-term, grounded in a deep understanding of the clients’ business and the trends driving the industry forward.
• You are able to develop strategies for multiple channels, with a practical understanding of the technologies, tactics and data leveraged to achieve these strategies.
• You’re a critical thinker, and able to distill a lot of information into cohesive strategies and recommendations.
• You have experience with customer experience planning, customer journey mapping, and segmentation with an understanding of the marketing technology and performance strategy that is connects that experience
• You do your best work in a collaborative setting. You can work in lock-step across agencies, internal teams and partners, encouraging team efforts and balancing multiple needs and expectations.
• Solid grounding in research and behavioral analysis including both primary/secondary and qualitative/quantitative research methodologies.
• Must be a polished and strategic communicator – both written and verbal/presentation.
• You have 8-10 years’ work experience in direct/digital agencies, digital strategic consulting or marketing, communications or brand strategy.
• A strong background in health, wellness and pharmaceutical marketing.
• A background in hepatology experience is a plus
• Bachelors required

About MRM

MRM is a modern relationship marketing agency that delivers transformative creative solutions at the intersection of business, culture, and technology. MRM operates in a borderless, integrated way, to allow for greater collaboration and velocity—all to the service of helping businesses grow meaningful relationships with people. MRM is part of McCann Worldgroup and the Interpublic Group of companies (NYSE: IPG), and spans 35 offices across North America, Latin America, Europe, the Middle East, and Asia Pacific. For more information, please visit www.mrm.com.

We love our diverse workplace! MRM is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status or any other occupationally irrelevant criteria.