Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.
We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we also offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety HMO and PPO options. We have a company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!
NeoGenomics is looking for a Customer Experience Strategic Manager who wants to continue to learn in order to allow our company to grow. This opportunity is open to remote candidates and Fort Myers, FL location.
Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics:
As an employer, we promise to provide you with a purpose-driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.
Position Summary:
The Customer Experience Manager will report directly to the VP of Global Marketing and collaborate closely with clinical, pharma and informatics, product management and IT teams. The role will develop the strategy and tactical execution of our end-to-end customer experience including our digital experience for providers, patients and our pharma partners to increase brand loyalty. All strategy and tactics align to global marketing strategy and support the achievement of revenue and profitability in the short and long term.
Responsibilities:
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Provide leadership and own the development of the Neo customer experience, including objectives, strategy, program development and tactical execution
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Collaborate with internal and external stakeholders to identify key insights that will inform the strategy while determining tactics and tools that can be executed in the near-, mid- and long- term
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Identify new and creative tools and solutions to enhance the consumer experience and value not limited to the digital experience
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Drive the productization of customer experience solutions to ensure sustainability and ROI
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Assist with maintaining relevant segmentation and persona for proper execution of our customer experience through digital engagement
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Work closely with the IT Customer Experience project team and understand the Salesforce environment to maximize the consumer experience
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Develop the consumer journeys and be proficient in marketing cloud to design the architecture of our digital experience
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Assist with VOC that will inform the consumer experience and strategic marketing
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Work with the digital, social and creative teams to deliver meaningful marketing digital assets that engage and improve the customer experience
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Measure effectiveness of the consumer experience while building additional improvement
Experience and Required Qualifications:
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BA/BS Undergraduate degree in Marketing, Business, or related scientific field
- MBA degree strongly preferred
- 10 years of progressive marketing experience in laboratory, pharma, or life science fields
- Track record of progression with a company
- Consumer experience a must
- Demonstrate a strategic mindset
- The ability to absorb and synthesize complex technical information
- Demonstrated accountability, an ability to manage complex projects on time
- Excel and PowerPoint proficient
- Marketing Cloud proficiency
Travel: Ability to travel up to 30% Overnight travel will be required.