Digital Experience Specialist- EnlivenHealth

Omnicell; Fort Worth (TX); Remote; USD 48,000 - 80,000; Full time

Job summary

Omnicell seeks a Digital Experience Specialist to join the Customer Success team. You will partner with the Digital Experience Team to craft a scalable digital journey for independent pharmacies and GPO/PSAO clients, focusing on engagement and value delivery.

You will analyze customer data, drive lifecycle improvements, and collaborate with marketing to align messages and digital sales initiatives. Remote work options and travel may apply in the US.

Qualifications

• Relationship management with customers, clients and colleagues.
• Ability to interpret analytics and data to drive decisions.
• Proficiency in MS Office, Google Docs and spreadsheets for reporting.
• Experience implementing and tracking KPIs in a business setting.

Responsibilities

• Develop and execute a digital engagement strategy for independent pharmacies and GPO/PSAO segments.
• Analyse current customer journeys to identify critical interactions and plan improvements.
• Collect and leverage customer feedback and analytics to enhance the digital experience.
• Create ecommerce and other digital sales strategies aligned with marketing goals.
• Collaborate with the digital marketing team on key messages and overall experience.
• Monitor purchase trends and assess impact of economic conditions on digital strategy.
• Analyse customer behavior on current products to improve engagement.
• Oversee customer lifecycle and the digital experience lifecycle.

Skills

Relationship management

Analytics interpretation

MS Office

KPIs tracking

Education

BA/BS in communications, PR, journalism, business or marketing

Tools

Microsoft Office

Google Docs

Spreadsheets

Job description

Job Title: Digital Experience Specialist

Reports to: Manager, Digital Experience

Department: Customer Success

EnlivenHealth is seeking a Digital Experience Specialist, working on a team, to manage a very large and strategic segment of our clients. The Digital Experience Specialist role is a critical part of our Customer Experience (CX) team responsible for helping to create and execute a successful digital experience for our independent pharmacies and the GPOs/PSAOs they work with, ensuring that each touchpoint of the customer journey is not only effective but engaging as well.

The Role Of a Digital Experience Specialist Is To

• Improve customer utilization, driving customer satisfaction
• Build customer loyalty and growth

Responsibilities

The Digital Experience Specialist, in coordination with the Digital Team, will develop a clear understanding of the customers in the independent pharmacy and GPO/PSAO segment, the target demographics, and what digital experiences customers and prospects are looking for. From this information, they will develop and execute a digital strategy that offers a personalized experience while being able to deploy at scale.

The Digital Experience Specialist Role Includes The Following Responsibilities

• Working with the Digital Experience Team to develop and execute the organization’s customer digital engagement transformation efforts
• Evaluating current state utilization and the customer journey, determining areas where there are critical interactions and developing plans for executing improvements
• Assessing customer feedback, data, and analytics as insights to improve the overall digital experience
• Creating an ecommerce strategy and other digital sales strategies
• Working closely with the digital marketing team to ensure alignment on key messages, goals, and overall experience
• Evaluating customer purchase trends over time, both short-term and long-term, and assessing the impact of various economic situations (ex. COVID-19)
• Analyzing customer behavior on current products
• Managing and assessing the customer life cycle and the digital experience life cycle
• Monitoring customer interactions for insights and data
• Managing customer relationships and working with the customer success managers and sales

Required Knowledge And Skills

• Relationship management and an ability to communicate with all relevant stakeholders, like customers, clients, and other employees
• Performance analysis skills to interpret analytics and data
• Basic computer skills and proficiency in Microsoft Office, Google Docs, and spreadsheets
• Metrics-driven and experience implementing and tracking KPIs

Basic Qualifications

• BA or BS in communications, Public Relations, Journalism, Business or Marketing field
• 1 year working in customer engagement
• Track record of performance

Preferred Knowledge And Skills

• Prior experience in a marketing or customer management function
• Experience in Independent Pharmacy operations

Work Conditions

• Travel up to 25% of time
• Working out of a home-based office

Compensation information: Base Salary + 20K bonus variable.

Drug Screen: Required

Base Compensation: $48,090.00 to $80,000.00

(Actual compensation is subject to variation due to such factors as location, education, experience, and skillset. We offer a comprehensive benefits package, including medical, dental and vision plans covering eligible US employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and paid time off.)