Senior Manager

Job Description

The Senior Manager, Customer Campaign Journey Designer is a member of the Digital Transformation team, responsible for supporting both international brand teams and affiliate brand teams in the creation of customer journey designs. The position will work closely with cross-functional teams to help integrate data science capabilities, customer profiles, personalization, and measurement across online and offline channels to design customer journeys. The Sr. Manager will partner with members of our BTS organization to support the evolution of marketing automation technologies and the customer data platform to deliver the processes, tools and operating model that enables us to deliver and optimize campaign journeys for our customers.

Omni-channel customer journey design

Translates international brand team omnichannel campaign objectives into tactical customer journeys and supports the building of customer journeys at international brand and affiliate levels.

Drive customer data profiling and orchestration strategy across multiple brand and field team channels, to enable personalization and right time/ channel/ message.

Analyze the impact and performance of specific customer journeys to enable ongoing optimization.

Maintain the existing library of international brand customer journeys, and update the library based on new insight from ongoing journey analysis.

Partner with team members across BTS, marketing, MABI and data science to brainstorm, define and implement forward thinking, advanced customer experience flows.

Solution Development and Delivery

Partner with brand team members on customer journey design, based on an understanding of the available marketing technology capabilities and desired business outcomes.

Design, develop, test, deploy and analyze internationally scalable customer journeys, with personalization and dynamic content elements across face-to-face and digital channels.

Understand data requirements and collaborate with BTS and data science to ensure data is fed correctly into customer orchestration systems.

Customer Orchestration Capability Development

Partner with International and affiliate team members across commercial, medical, operations and technology to help implement modern marketing technology architecture and roadmap including the Customer Data Platform, Marketing Automation, Customer Orchestration and Decisioning engines.

Support strategy, implementation and affiliate adoption of marketing technology platforms driving customer orchestration.

Marketing automation, journey orchestration and decisioning platform.

Identity management, consent, and preference management solution.

International customer data platform including integration of new data sources and usage in operational, reporting, and analytical use cases.