SVP Customer Experience

The SVP, Customer Experience is responsible for leading customer segment insights, strategy and activation planning across multiple accounts for global brand projects. Specifically, the SVP, CX is responsible for establishing the strategic segment analysis, approach and rationale for developing a connected ecosystem (tactics that connect with another and provide a seamless experience for the consumer across channels, medium or devices.)

The SVP, CX understands, synthesizes and leverages customer target segment analysis and category research/data to uncover insights and provide solutions and ideas that transcend channels, and optimize end user engagement and experience.

  • ' A strong understanding of international healthcare, available data and channels is critical for this role
  • ' Experience with platforms/devices such as: Rep iPad platforms (Veeva), web, mobile
  • ' Channels/content delivery platforms such as such as: social and media (search, display advertising, syndication), geo targeted platforms, healthcare programmatic
  • ' Syndicated research tools such as: eMarketer, DRG, Data Monitor, Compete, ComScore, Forrester, social monitoring tools
  • ' Tactical formats such as: SEO, email marketing/CRM, social media/social experience design, crowdsourcing, mobile/tablet gaming, augmented reality, Veeva channels, international meetings and events

Job Description :

What we expect from you

  • Lead Client engagement teams
  • Service in CX leadership role in pitch teams
  • Partner with Digital Village Managing Director to identify key opportunities with both existing and prospective clients, build out prototypical solutions for organic BD
  • Lead creation of agency-wide CX processes and selecting platforms
  • Define the role and scope of a centralized / decentralized CX team
  • Lead design of pro-forma cascade models for various brands
  • Comfort and success in working with ex-US markets
  • Be aware of GDPR and its implications for EU marketing
  • Expert at working with ANY data to define a customer problem and solving that problem with ANY channel or an ecosystem
  • Identify macro current and emerging channel trends, and how they impact individual and group behaviors
  • Evaluate structured data, consumer research, brand information, to identify micro trends in order to foster creative solutions that marry brand goals with customer needs
  • Provide a strategic POV (client and consumer perspective) on creative, functional, and technical approach for client solutions throughout the entire lifecycle of a project
  • Partner with Analytics team to create and implement a measurement plan that leads to micro-optimizations and develop learning agenda for continued metrics analysis and insightful reporting
  • Serve as primary client-facing channel and innovation strategist on large account(s) with minimal supervision
  • Establish relationships directly with assigned clients and teams, and agency heads
  • Represent the voice of the customer (HCP, patient, caregiver, payor) in all communications through research and insights
  • Develop deep understanding of assigned target(s), brands, category and competitive set (globally)
  • Lead and participate in strategy development initiatives and brainstorms for programmatic ideation (a/k/a activation planning) with existing clients and new business
  • Effectively craft creative activation briefs and brief teams
  • Serve as support planner on new business pitches, from internal preparation through presentation attendance
  • Effectively interface with client service, creative and project planning teammates
  • Independently write creative and project briefs
  • Expert in digital projects and concepts such as eCRM, ecosystem development, content strategy, branded and unbranded communications, use of wearables, analytics, search, digital media
  • Experience with Service Design thinking and/or behavioral change program design a strong plus

Background/experience and skills

  • 10+ years' experience working in planning, account, creative or consultative environment
  • Ability to communicate efficiently and effectively (verbal and written)
  • Advanced presentation skills
Full time
Salary Range
$171,000.00 - 346,000.00
per Year
Salary range estimated by
New York, NY 10261, US
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