The Director, CX Innovation is a leader responsible for spearheading the development and implementation of innovative strategies to enhance the customer experience within the rapidly evolving pharmaceutical advertising landscape. This pivotal role requires a deep understanding of the pharmaceutical industry, advertising trends, and customer behavior, coupled with proven experience in a senior leadership role. The VP, CX Innovation Lead will drive customer-centric innovation, ensuring a superior customer experience across all touchpoints. In this hybrid role, you will be expected to spend a minimum of 2 days per week on-site at a Calcium Company office or client location.
Key Job Responsibilities
(Duties may include, but are not limited to all or some of the following)
Strategic Leadership:
Develop and execute a comprehensive customer journey strategy to drive engagement and satisfaction across all touchpoints
Advocate for the Agency’s strategic processes and offerings, championing the agency, brand, and customers in all internal and external engagements
Lead and inspire cross-functional teams to achieve strategic objectives and deliver superior customer experiences
Innovation & Development:
Identify and implement cutting-edge solutions and technologies to enhance the customer experience
Stay abreast of industry trends and competitor activities to ensure the Company’s customer journey approach remains innovative and competitive
Design and implement unique market research initiatives to uncover insights and drive innovation.
Cross-Functional Collaboration:
Work closely with marketing, sales, R&D, and IT teams to ensure cohesive and effective customer journey initiatives
Data-Driven Insights:
Utilize data analytics to understand customer needs and preferences and measure the effectiveness of customer journey strategies
Stakeholder Management:
Build and maintain strong relationships with clients, agency personnel, and industry contacts
Ensure alignment and support for customer journey initiatives from all key stakeholders
Market Trends & Competitor Analysis:
Stay abreast of industry trends and competitor activities to ensure the Company's customer journey approach remains innovative and competitive
Job Qualifications (Skills/Requirements)
Bachelor’s degree or higher in advertising, marketing, business, psychology, or similar area.
Minimum of 7 years of experience in customer experience innovation or related position within the pharmaceutical or healthcare industry, with proven experience in a senior leadership role
Strong understanding of customer journey mapping and experience design
Excellent analytical, strategic thinking, and problem-solving skills
Ability to lead and inspire cross-functional teams through exceptional communication and interpersonal skills
Proven advocate to champion an agency’s strategic process and offerings in all internal and external engagements
Sought after by clients and agency personnel for industry knowledge, meaningful points-of-view, target insights, and strategic contribution across all aspects of the business.
Demonstrated proficiency in data analytics and designing & implementing unique market research
Familiarity with online collaboration tools such as Mural or Miro
Must be able to work on-site a minimum of 2 days per week in a Calcium Company office or client location
About Calcium Company
Calcium Company is an award-winning health communications agency dedicated to nourishment for life, led by CEO Judy Capano and Group President Greg Lewis.
With more than 140 employees and offices in New York, Philadelphia, and Mexico City, Calcium Company offers a range of leading-edge strategic, creative, and engagement services designed to nourish brands and drive business success. It also focuses on being a nourishing force for its people and the wider community. Calcium was recently awarded MM M Independent Agency of the Year with PE Backing.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Product Management and Marketing
Industries
Internet Publishing
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