Marketing Manager
3 days ago
Direct message the job poster from Bell-Kenz Pharma, Inc.
- Customer Journey: Plan and coordinate program execution strategies among partner departments to ensure cohesive, smooth and engaging customer experience.
- Customer Experience: Analyze customer behaviors vis-a-vis programs and activities implemented to improve customer touchpoints and tracks results to provide interventions for the attainment of the program KPIs.
- Continuous Improvement: Identify opportunities to enhance programs and execution process.
Duties and Responsibilities
Marketing Management
- Propose and implement annual customer journey plan for the assigned segments.
- Collaborate with partner departments to generate new ideas and strategy and integrate these optimally into CJ Plans.
- Collaborate with partner departments to effectively and efficiently (budget & time) execute approved programs and initiatives.
- Develop communication strategy that will build awareness, customer satisfaction, and program loyalty.
- Design program and activity measurement framework (who, what, when, why, how, metrics, and KPIs).
- Track program budget vs KPIs and make necessary adjustment to ensure positive ROI.
- Conduct quarterly program and Customer Journey Map review.
- May handle special projects related to customer journey or centricity.
B. Customer Management
- Co-design customer persona and map customer journey.
- Review insights from Customer Journey Map (prepared by Insights) to improve customer satisfaction per touchpoint and to drive achievement of KPIs.
- Review insights from the CJ Map to design new customer experiences.
- Review insights from the CJ Map and customer feedback to promote customer centricity (including offering of personalized experiences) and collaboration among partner departments.
- Conduct fieldwork to observe execution of field initiatives, build relationship with the customers, and validate insights.
C. People Management
- Oversee and guide Customer Journey Specialist/s and Multimedia Specialist.
- Provide regular coaching among team members (performance, career, and skills) and assessment.
- Train and develop specialists on CJ concepts, processes, and frameworks.
- Uphold practice of company values and agreed team branding.
D. Administrative
- Prepare necessary reports and documentation for program and/activities update.
- Ensure program execution files are accurate and up-to-date.
- Keep up to date on industry and marketing trends that will promote customer journey efficiency.
- Continuously familiarize interdepartmental processes that contributes to good customer experience.
- Lead team learning and brainstorming sessions.
Qualifications:
- Bachelor's degree in Marketing/Communication/Business Administration/Advertising.
- At least 5 years of relevant experience on marketing and/or customer journey management.
- Mid-Senior level
- Full-time
- Marketing, Sales, and Project Management
- Pharmaceutical Manufacturing
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