As the Director of Customer Experience and Engagement, you will be responsible for leading the strategy and execution of user experience and customer engagement initiatives. This leadership position requires a creative thinker with a deep understanding of user-centered design, customer journey mapping, and a proven track record of integrating CRM strategies with digital and physical touchpoints to enhance Azurity’s omnichannel customer engagement strategy.

The Director of Customer Experience and Engagement will be a part of the Digital Innovation and Marketing Operations Team (DIMO) and report to the head of DIMO. DIMO’s mission is to drive digital transformation within the commercial organization that is rooted in continual enhancements focused on a digital-first mindset, which uses a test & learn culture while balancing operational effectiveness and personalized omni channel customer engagement supporting Azurity’s commitment to ACE (Azurity Commercial Excellence) as we Serve Overlooked Patients.

Partnering closely with the entire Marketing team, this individual will also work closely with cross-functional team members in PMRC (Azurity MLR process), COAi (Commercial Operations, Analytics, and Insights) and Digital to ensure that business imperatives are supported though the development and execution of best-in-class practices and tactics.

Responsibilities

• Evolve and implement a comprehensive UX strategy that will seamlessly integrate CRM principles and incorporate the Power of ACE (Azurity Commercial Excellence) with Omnichannel Customer Engagement.
• Lead the design and optimization of user interfaces for digital products, ensuring a seamless and intuitive user experience.
• Leverage CRM tools to enhance user journeys and create personalized touchpoints across digital and physical channels.
• Drive the development and execution of a customer experience strategy, incorporating CRM insights to deliver personalized and targeted engagements.
• Collaborate with cross-functional teams to ensure CRM strategies align with user-centric design principles.
• Lead and mentor a team that will Implement and optimize personalized engagement initiatives based on CRM data, tailoring experiences to meet individual user preferences and needs.
• Utilize ACE to continuously refine and enhance personalized engagement strategies.
• Partner with brand teams to understand content needs and integrate creative solutions to support brands strategic imperatives.
• Partner with Sales and MASA to address user needs and pain points through personalized interactions.
• Foster seamless collaboration with COAi
• Collaborate with cross-functional teams to ensure customer experience initiatives align with product launches, marketing campaigns, and business goals.
• Travel Requirements: Team meetings across multiple office locations, conferences/conventions, national commercial meetings - overall travel expectation of approx. 20%-30%

Qualifications and Education Requirements

• BA or BS degree (MBA or advanced degree a plus) 
• Minimum of 7-10 years of pharmaceutical/biotech and/or life science related digital marketing experience (Agency experience welcome) 
• A minimum of 5 years of experience in leading UX/CX teams, with a focus on integrating CRM strategies
• In-depth knowledge of user-centered design principles and CRM methodologies
• Strong technical acumen with Sales Force Marketing Cloud and Veeva, including the ability to leverage these platforms to enhance customer engagement.
• Attention to detail and follow-through on execution required. 
• Demonstrated project management skills required. 
• Must be able to work in a fast-paced and challenging environment with the ability to manage multiple projects simultaneously and meet deadlines. 
• Passion for creating personalized content and implement innovative ideas to increase customer engagement and digital excellence. 
• Understanding / experience in modular content required
• Ability to function as a leader by building strong working relationships built on clarity, collaboration, empathy, reliability, and simplicity required.
• Strong Understanding of Medical, Legal, Regulatory (MLR) process. At Azurity we call it PMRC
• Ability to apply strong quantitative skills with an ability to set KPIs and measure content development process.
• Experience working with digital agencies and offshore internal and external partners.
• Functional knowledge and expertise on digital marketing platforms - Veeva and Sales Force Marketing Cloud
• Campaign management and delivery excellence, utilizing best practices for operationalizing a modern Martech stack.
• Inquisitive, strong analytical skills, including the ability to infer and apply learnings.
• Excellent verbal and written communication skills.

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