VP, Engagement Strategy

BGB Group; New York (NY); On-site; USD 185,000 - 220,000; Full time

Job summary

A healthcare communications agency in New York is seeking a VP, Engagement Strategy to lead customer experience initiatives and drive growth. The role requires a strategic leader with over 10 years in customer experience, especially within the pharmaceutical sector. Candidates should have a strong track record in engagement strategies and the ability to leverage data analytics. This position offers a salary range of $185,000 - $220,000, and the company promotes diversity and equal opportunity.

Qualifications

• Minimum of 10 years’ experience in customer experience and engagement strategy.
• Proven track record in developing successful CX strategies.
• Familiarity with regulatory environment in the pharmaceutical industry.

Responsibilities

• Develop comprehensive customer experience strategies.
• Design customer journey maps and identify key touchpoints.
• Lead cross-functional workshops to foster a customer-centric culture.

Skills

Customer experience strategy

Leadership

Data analysis

Stakeholder management

Media planning

Education

Bachelor’s degree in Marketing, Business, Communications, or related field

Job description

Our Agency

BGB Group is a healthcare communications agency that offers a wide range of services, including traditional pharmaceutical advertising, promotional medical education, payer marketing, and consulting services. Known for excellence and professionalism, we’re hired as strategic and creative partners by our biopharmaceutical clients to drive category/brand awareness and growth.

VP, Engagement Strategy

The VP, Engagement Strategy will be an experienced, growth‑mindset leader responsible for developing and implementing comprehensive customer experience strategies across all touchpoints and channels. The successful candidate will lead CX initiatives, fostering a culture of continuous improvement and innovation to drive business growth and customer loyalty for our clients.

Key Responsibilities

• Develop and execute comprehensive CX strategies that align with our clients’ business goals and objectives, leveraging deep industry insights and competitive analysis.
• Design and segment detailed customer journey maps that identify critical touchpoints and opportunities for engagement and improvement.
• Create service blueprints that outline the operational processes and interactions required to deliver exceptional customer experiences.
• Develop strategic frameworks that guide the creation and implementation of effective CX initiatives.
• Identify and optimize key customer touchpoints to enhance the overall customer experience and satisfaction.
• Lead the tactical planning of CX initiatives, ensuring alignment with broader marketing and business strategies.
• Establish CX metrics and KPIs – in collaboration with Performance Analytics – to measure the effectiveness of CX strategies and initiatives, facilitating continuous improvement.
• Implement systems and processes for collecting, analyzing, and acting on customer feedback in real‑time.
• Utilize data analytics and customer feedback to generate actionable insights that drive strategic decisions.
• Develop comprehensive ecosystem maps that illustrate the interconnectedness of various customer touchpoints and channels.
• Conduct thorough competitive assessments to benchmark CX practices and identify areas for differentiation.
• Articulate and disseminate POVs on emerging CX trends, technologies, and best practices.
• Lead cross‑functional workshops to foster a customer‑centric culture and brainstorm innovative CX solutions.
• A working knowledge of media planning – aligning with campaign goals through targeted audience analysis, strategic media channel selection, budget management, cross‑channel messaging integration, and performance analysis to maximize ROI, with adjustments informed by trends and competitive insights.
• Act as a vocal advocate for the importance of CX and engagement, demonstrating a growth mindset and inspiring others to adopt customer‑centric approaches.

Preferred Qualifications

• Bachelor’s degree or equivalent experience in Marketing, Business, Communications, or related field.
• Minimum of 10 years’ experience in customer experience, engagement strategy, strategic planning, or related roles within the pharmaceutical or healthcare industry.
• Proven track record of developing and implementing successful CX and engagement strategies, with specific examples of media campaigns that enhanced customer engagement in US and Global markets.
• Deep understanding of the customer journey, analytics, and the strategic use of media to improve customer engagement and drive measurable results.
• Exceptional leadership skills with the ability to drive change and inspire cross‑functional teams.
• Excellent communication and stakeholder management skills, capable of working collaboratively across departments and with external partners.
• Familiarity with the regulatory environment and compliance requirements of the pharmaceutical industry.
• Experience with digital transformation, omnichannel delivery, and implementing on CRM systems.
• Agile and adaptable to evolving market trends and customer needs.
• During the interview process, applicants will be asked to share examples of their demonstrated subject matter expertise through outputs they’ve personally led such as: segmented journey maps, touchpoint maps, strategic frameworks, service blueprints, touchpoint optimization, tactical planning, measurement planning, CX feedback loop planning, insights mining, ecosystem maps, competitive assessments, POVs, and workshop facilitation.

Salary Range: $185,000 - $220,000.

Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGB Group.

BGB Group is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.