Customer Experience (CX) Digital Lead III


Job Description
Job Description

Position Title: Customer Experience Project Manager III (Communications)
Length of Contract: Indefinite. 12+ Months Contract.
Location/Site: Will be in office (Mettawa, IL) OR MADISON NJ -Hybrid/On-site

This role serves as a business partner in the development and pull-through of a differentiated, and insights-driven customer experience.

The role supports the franchise teams by leading the orchestration and alignment of touchpoints across the customer journey.

This role will also be accountable for bringing expertise and leadership support to advance the *** Digital Marketing Platform and pull-through of an advanced HCP multi-channel ecosystem vision.

Specifically, developing and maintaining brand experience designs (journey-based engagement plans), ensuring adherence of customer privacy and compliance practices, drafting of marketing campaign business rules and requirements, as well as identifying and partnering with the MABI Customer Analytics team to develop sound measurement/reporting constructs for all programs.

The CX Manager will also ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM multi-channel ecosystem.

Key Responsibilities Include:

Lead Customer Experience design and omnichannel engagement planning.
Derive insights from channel KPI data to recommend optimization opportunities to improve customer engagement.
Serve as in-house subject matter expert on CRM/Digital in support of the Brand team.
Drive utilization of impactful and relevant in-field team tools and assets (sales aids).
Lead pathfinding brands on proof of concepts/pilots for emerging digital capabilities.
Provide brand team support to manage the development and completion of execution plans from start to finish for CRM/Digital programs.
Collaborate effectively in a matrixed environment with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal business partners.
Maintain a deep understanding of Brand customer insights, journey and segmentation strategies - and apply them to CRM/Digital campaigns and programs.
Lead cross-functional team (Brand/CX/MABI/Agency) to design and implement ideal Engagement Plan aligned to journey phases and strategic messaging strategy.
Provide input and inspiration through active participation in the annual brand strategy and tactical planning process.
Provide CRM/Digital execution and response channel/tactic expertise across all channels (e.g. Email, Web, Mobile Apps, Social)
Collaborate with Brand team to recommend and build feasible campaign and program test & learn plans to inform optimization recommendations. Develop and manage tactic test plans/QC before, during and after campaign launch
Understand and execute data capture and data privacy (opt management) consistently across all channels.
Identify new or unique Brand CRM/Digital data requirements needed for program.


Ability to work and lead independently initiatives without day to day supervision.
Able to prioritize & gracefully manage competing priorities to ensure deadlines are met.
Collaborative nature and ability to influence and guide cross-functional stakeholders.
Exceptional functional knowledge and expertise on digital marketing platforms.
o e.g. CRM/email marketing best practices, Veeva, Adobe
Inquisitive, strong analytical skills, including the ability to infer and apply learnings.
Excellent verbal and written communication skills.
Attention to detail and follow-through on execution.
Strong project management abilities and critical work tool experience.

Key *** Leadership Competencies:

Positive "All for One approach to team deliverables and priorities.
Builds strong relationships to enable higher performance.
Learns, fast, grasps the "essence and can change course quickly where indicated.
Raises the bar and is never satisfied with the status quo.
Creates a learning environment and open to suggestions.
Embraces the ideas of others, nurtures innovation and manages innovation to reality.
Demonstrate a "servant-leader approach while bringing deep subject matter expertise
Bachelor's degree in Business or Marketing with four to six (4-6) years of CRM/Digital experience.
Demonstrated experience with start-to-finish planning/executing multi-channel digital marketing/CRM programs, including: websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening.
Must have thorough understanding of measuring impact of digital/CRM including social analytics, SEO measurement/management.
Strong experience with enterprise CRM/Database/ESP platforms in an operational/executional capacity.
Must have experience with personalization, 1:1 approaches/data capture techniques.
Must have experience identifying and outlining key campaign metrics (KPIs) and building campaign pro-formas/measurement plans/marketing analytics.

This contractor will be supporting HCP and Consumer for a launch, so it's critical that they have omnichannel experience in Rx specifically, either in house or on the agency side.
Therefore, I will pass on these candidates.

All of the roles I have open require a hybrid approach of in person and remote. If they are not local to the area we will not be able to consider them for this particular opportunity.

Description Details
1. Are you open to look at candidates willing to relocate? no
2. What are the top 3-5 skills requirements should this person have?
1) Ability to work and lead independently initiatives without day-to-day supervision.
2) Able to prioritize & gracefully manage competing priorities to ensure deadlines are met.
3) Collaborative nature and ability to influence and guide cross-functional stakeholders.
4) Exceptional functional knowledge and expertise on digital marketing platforms.
a. e.g. CRM/email marketing best practices
5) Inquisitive, strong analytical skills, including the ability to infer and apply learnings.
6) Excellent verbal and written communication skills.

3. What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?
o Experience on platforms specific to what *** uses; Veeva, Adobe
o Experience within the Pharma and/or health industry
4. What type of environment is this person working in?
o Combination of team and independent X. Will have specific responsibilities that they will own. Will have many responsibilities that will be co-owned as a team with their direct manager.
o Independent
o Team

5. Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If yes, how many hours, what impact to scheduled working hours?
o M-F, typical 8/8:30-5pm CST based on meeting needs. 8 hours billing a day, 40 hours a week. Not looking at overtime offering currently.
6. Does this position offer the ability to work remotely on a regular basis or is it an on-site role? If remote opportunity exists, what are the options (i.e. 1 day remote, 4 days on-site)?
o Once option is available based on *** decision to expand the office capacity, this is an onsite role. There may be opportunity for remote working as needed, but not scheduled on a consistent basis. It will be based on work performance, and needs based on the work. Can be worked out with their manager directly.

7. Is the worker onshore or offshore?
o onshore
8. Will there be Domestic and/or International Travel?
o No

Interview Process
To ensure that there are no delays in the process we will need to block out a window of time for you and your team to conduct interviews and debrief about interviews and how you would like to move forward.
1. Teams Video: Panel Interview
2. Who will be involved in the interview process? List the names of contacts that will be interviewing TBD by hiring manager
About Kyyba:
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.
At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.
Medical, dental, vision
Term life
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Work-visa sponsorship
Opportunity for advancement
Long-term assignment with opportunity for hire by client

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