Associate Customer Data Platform Product Owner Director

About The Department

Our Marketing & Patient Solutions group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight. We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results. We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth.

The Position

The purpose of the Associate CDP (Customer Data Platform) Product Owner Director is to ensure that marketing technology architecture and execution align with business objectives and customer experience priorities. This role supports both the HCP and Patient lines of business across marketing technology strategy, architecture, and campaign execution. This role involves leading the design, implementation, and integration of MarTech solutions, managing the execution of CX campaigns across MarTech platforms, and driving the adoption of Next Best Action (NBA) technologies to enhance customer engagement. The role will provide leadership and guidance to a team of specialists, collaborate with cross-functional teams to ensure alignment of campaign initiatives, and maintain effective stakeholder communication. This role also includes overseeing vendor management, promoting best practices, and driving continuous improvement through innovation and optimization. The role will support reporting and documentation processes to facilitate efficient campaign operations and ensure successful campaign execution.

Relationships

The role of Associate CDP Product Owner Director, reports directly into the Director of CX Architecture & Automation, within the broader Experience Operations function. This role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, NextGen, Marketing Operations, Experience Intelligence, and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Lead will interface with Therapeutic Area Leads, Sales and IT.

Essential Functions

• Strategy & Architecture: Ensure that MarTech architecture and execution support overarching business objectives and customer experience priorities, aligning with CX campaign strategies. Drive the evolution of our Marketing Technology, including Customer Data Platforms, decisioning engines, journey orchestration platforms, and campaign execution tools, to deliver personalization capabilities across multiple channels. Exhibit understanding of Adobe Marketing Cloud capabilities, identifying new system features needed and communicating system functionality and upgrades to the organization. Supports architecture and execution for the enterprise, including marketing, field, MAPA, CMR.

• Data Driven Initiatives: Orchestrate the strategic direction and seamless execution of data-driven initiatives to enhance customer engagement and drive business growth. This involves analyzing market trends, customer behaviors, and competitive landscapes to identify opportunities for leveraging the Customer Data Platform (CDP) and Next Best Action (NBA) engine. Develop comprehensive strategies that encompass segmentation, targeting, and personalization techniques to deliver tailored experiences across various touchpoints. Implement initiatives that utilize the capabilities of the CDP and NBA engine to optimize customer interactions, drive conversions, and foster long-term loyalty, and ultimately enable contextual marketing strategies. Continuously refine and adapt strategies based on performance metrics and feedback, ensuring alignment with organizational goals and customer expectations. Work with cross-functional team members to activate.

• Team Leadership & Development: Provide leadership and guidance to a team of CX campaign specialists, MarTech architects, and execution experts, fostering a culture of innovation, collaboration, and continuous improvement. Develop the skills and capabilities of team members to drive excellence in CX campaign execution. Recruit, train, and manage a team of employees and contractors, supporting onboarding/training of Specialists & Campaign Planning Managers.

• Collaboration & Resource Management: Collaborate with the Campaign Operations Lead to manage specialist work intake, deliverables, prioritize project deliverables/intake, and resource allocation. Create strategic and advisory interfaces to ensure coordination between vendors and Operations Specialists. Collaborate with cross-functional teams, including marketing, IT, and data analytics, to ensure alignment of CX campaign initiatives with broader business objectives, facilitate data integration, and drive a unified customer experience across touch points.

• Stakeholder Communication & Vendor Management: Keep stakeholders informed of developments in the organization or changes to business processes that might impact campaign operations. Serve as an NNI interface with vendors who provide expert staff, managing contracting and budgeting. Partner closely to set vendor management and working norms defined from external best practices and internal benchmarks. Collaborate with brand, TA, and sales teams to support marketing and field channel execution.

• Best Practices and Continuous Improvement: Own best practices for the Adobe platform and disseminate areas of continuous improvement information to the organization. Support the Director of Omnichannel CX Operations to establish KPIs, SLAs, and quality standards for campaign execution and cost management. Define and deliver all Campaign Operations Specialist responsibilities, optimizing campaign builds leveraging Campaign Management best practices.

• Reporting & Documentation: Support departmental status and operational reporting and assist in the generation and distribution of standard and ad hoc reports specifically out of Adobe Campaign. Work with Campaign Planning Managers on the development of campaign learnings and share across the organization. Maintain documentation of business processes and artifacts required to support campaign operations and hand-offs to Campaign Operations Specialists and Campaign Quality teams to facilitate workflow. Provide direction on Campaign Operations procedures and guidance to optimize campaign builds, leveraging Campaign Management best practices. Define, document, and maintain business processes (work instructions, job aids, process swim lanes, project plan templates, etc.).

Qualifications

• Bachelor's degree in a Marketing, IT, Digital Marketing or related field required; advanced degree preferred
• 8+ years' total marketing experience required; advanced degree may substitute for 2 years' experience
• 5+ years' experience in a digital marketing delivery, database marketing, CRM, account management or related
• Minimum of three years working with customer data platforms (CDP’s) and marketing technology at a leadership level
• Knowledge of Next Best Action (NBA) technologies and their application in customer engagement
• Ability to lead CX use case development with multiple stakeholders from technology to marketing teams
• Foundation in understanding of Campaign Management and Personalization enablement platforms
• Prior hands-on experience with operational Campaign Management programs that involve data integration with digital channels
• 5 years of experience with Adobe Experience Cloud or Salesforce Cloud products or other marketing automation platforms
• Strong ability to manage multiple priorities and influence cross-functional stakeholders in a fast-paced environment
• Pharmaceutical industry experience preferred but not required
• Knowledge of Machine Learning and/or AI in the marketing domain is preferred but not required

Pay

$180,000 to $210,000

Schedule

Not specified