Marketing and Customer Experience Specialist

About iQ Biosciences iQ Biosciences provides high-quality biospecimens and intelligent research services to the pharmaceutical, biotechnology, and diagnostic industries. More than a reliable vendor, we are a trusted partner to the biomedical community, united by a shared mission to help cure disease. As we enter a dynamic growth phase, we’re seeking a highly motivated individual who embodies our culture and values: sound judgment, clear communication, curiosity, urgency, focused passion, intelligence, and empathy. This role offers significant growth potential as we expand our Discovery Sciences division, supported by a newly formed Commercial Operations business unit. It’s a unique opportunity to engage with a broad spectrum of drug development strategies. From emerging biotech to global pharma, you will work at the intersection of scientific innovation and commercial strategy, particularly in Immunology, Oncology, and related therapeutic modalities.Position Description: Marketing and Customer Experience SpecialistThe Marketing and Customer Experience Specialist role, reporting to the Director of Commercial Operations, is an independent, decision-oriented position responsible for developing and implementing programs that elevate iQ Biosciences’ market presence and reputation, while driving revenue growth through strategic marketing initiatives. This position will collaborate with senior management, scientific teams, and project managers to ensure marketing efforts directly support business growth, brand awareness, and stronger customer engagement. Primary responsibilities include creating original marketing campaigns, interpreting data to guide business decisions and spending, and exercising judgment in resolving complex or escalated customer interactions. The role requires independent judgment in positioning iQ Biosciences within competitive markets and recommending effective marketing strategies.In addition, the position enhances brand visibility through social media engagement, conference planning, and creative outreach, while providing oversight of procurement and administrative tasks that directly support strategic projects.This individual must demonstrate excellent attention to detail, strong organizational skills, and the ability to operate effectively in a dynamic, fast-paced environment, with the expectations of the role consistently expanding. The role requires independent judgment to plan, prioritize, and direct a diversified workload, while consistently evaluating and improving operational practices. Key Responsibilities:Marketing and OutreachAmplify brand visibility and engagement as iQ’s Social Media Champion:Establish a consistent and strategic LinkedIn presence highlighting company updates, launches, job openings, blogs, and thought leadership, exercising creativity and independent judgment in messaging.Collaborate with the science team and leadership to develop and propose content themes aligned with business objectives.Promote internal engagement by driving employee participation and content sharing.Oversee analytics to monitor engagement, follower growth, and content performance, using results to recommend adjustments that shape strategy and resource allocation.Drive marketing execution to support iQ’s growth and brand recognition:Drive multi-channel campaigns across ad platforms, email, website, and collateral, enhancing digital content and user experience to maximize lead generation and ensure consistency and effectiveness.Create original concepts and materials, establishing brand voice and direction while producing targeted campaigns and maintaining accurate email lists.Manage conference participation as a vendor, from evaluating opportunities and preparing materials to coordinating logistics, representing iQ at booths, and defining on-site roles to maximize impact.Direct targeted client outreach by leveraging prospect lists, sending personalized communications, managing follow-ups, and ensuring qualified leads connect with the appropriate iQ team members.Assess market and engagement trends to refine strategies proactively, ensuring iQ’s approach remains competitive and effective.Project Administration and ProcurementManage CRM records by creating and updating project opportunities, and ensure client documentation (proposals, agreements, contracts) is organized and complete.Oversee project setup and handoff by initiating invoicing with Accounting, creating projects in the management system, and enabling downstream tracking for laboratory teams.Coordinate procurement by securing quotes, processing purchase orders, and navigating licensing requirements, while advising on solutions to challenges.Direct client communications related to Bioservices and Bioconjugation projects, responding to inquiries, following up, and determining next steps independently.Customer ServiceDirect customer and vendor communications across multiple channels, managing quotes, requests, and order flow, delivering initial technical guidance, and deciding when escalation or follow-up is necessary.Represent iQ and resolve escalated customer issues with full authority, including offering replacements, discounts, or fee adjustments when warranted.Oversee end-to-end order management, coordinating with laboratory teams on inventory, generating shipment documents, and ensuring regulatory compliance (USDA/APHIS and U.S. Fish & Wildlife, including CITES declarations).Administer billing and receivables by issuing invoices, analyzing discrepancies, and exercising judgment on outstanding balances.Maintain and optimize internal systems (CRM, LIMS, Knowledge Base), ensuring accurate records, accessible knowledge resources, and recommending process improvements.Coordinate client orders with laboratory operations, balancing customer expectations with operational capabilities.Required: Associate degree preferred or equivalent combination of education and experience. 3 to 6 years of previous customer service and marketing experience.Professional demeanor and appearance and an excellent written and verbal communicator. Good and thoughtful listener. Willing collaborator. Strong organizational skills with amazing attention to detail. Able to work within a fast-paced environment adapt at juggling multiple tasks and priorities. Enthusiastic, self-motivated, and keen to improve processes and overcome inefficiencies. Proficient in Microsoft Office suite and applications (namely Microsoft Word, Excel, and PowerPoint). Ability to collect, track, and interpret basic marketing analytics to inform improvements.Preferred: Experience with Customer Relationship Management (CRM) systems.Experience with Zoho, LIMS, and QBO.Technical experience with biotech, startup, or pharmaceutical companies. Experience creating or managing social media content (e.g., LinkedIn) to drive engagement.Familiarity with email marketing tools, website content management, or digital advertising platforms.General: Must be available during core business hours Mondays through Fridays, PST.This is a remote position, with occasional visits to the Alameda, CA office and travel as needed.Full time, exempt position not subject to FLSA and/or applicable state overtime regulations.Starting range (based on experience) $65,000 to $71,000. Full position range $65,000 to $81,000.*Medical, dental, vision, FSA with employer match, 401K with employer match (after 90 days introductory period), long term disability insurance, EAP, paid holidays, PTO, and free lunch/snacks.* Starting range is what iQ will pay someone starting in this role. Full range includes the minimum and maximum for this title, allowing for potential performance-based increases over time.Note: This Job description outlines the potential duties and requirements of the Marketing and Customer Experience Specialist position. Duties will be determined based on business need and additional responsibilities may be assigned, as necessary, to support the goals and objectives of the organization.

Salary : $65,000 - $71,000