Customer Experience Project Manager

Job Title : Customer Experience Project Manager

Location : Mettawa, IL 60045 (Hybrid Role- 3 days Office, 2 Days Remote)

Contract Duration : 12+ Months Contract with possibility to extend

Core Job Responsibilities

• What are the top 3-5 skills, experience or education required for this position :
• Account / Client Management (communication / presentation skills)
• Customer Relationship Management (CRM) Experience (Salesforce / Marketo data analysis / performance metrics experience a plus)
• Project Management (bonus : Asana, Workfront)
• Attention to detail (can follow process; while also recognizing process efficiency opportunities)
• Pharma Background a plus (familiarity with Med / Reg process and systems; Veeva Promomats)

Job Description

The HCP CRM Campaign Operations Project Manager is part of the Digital Lab and will be responsible for the day-to-day management, oversight and optimization of our Healthcare Professional (HCP) 1 : 1 marketing programs reporting to the Associate Director, Campaign Operations

Responsibilities include :

• Responsible for day-to-day management and oversight of medium-high complex brand CRM engagements including developing project plans, creating status reports, conducting weekly status meetings, following up / communicating with all stakeholders to ensure on-time, flawless execution of brand CRM programs.
• Learn the business for the respective therapeutic areas / brands
• Effectively work with multiple departments and agencies throughout project development and implementation to keep projects on time and ensure all requirements are met.
• Proactively manage workload and continuously look for ways to improve brand campaigns to meet brands' objectives and goals by reviewing campaign performance, identifying optimization opportunities, and communicating them to the marketing team.
• Develop and maintain project documents, timelines, proofing checklists and status reports. Possess minute-by-minute knowledge of all work in progress, identify risks and ways to mitigate issues.
• Partner with cross functional / agency teams to create processes to capture requirements, gain approvals, document metadata, and verify data elements needed to execute campaigns.
• Document change requests, notify the team, and understand timeline implications. Seek standardization, automation, and process improvement wherever possible to deliver on vision for the team of faster, better, cheaper year over year.
• Prepare quarterly campaign audits and campaign performance SLAs and review with Associate Director
• Identify any issues or concerns, the team has with cross functional and agency partners. Identify issues, identify root cause, and recommend corrective action where necessary
• Monitors campaign performance and proactively provide recommendations to drive an increase in engagement.
• Participate in the planning process with brands, internal cross functional teams, and their respective agency partners.

Maintain check-ins with each team to track actual campaign activity and manage resources accordingly.

Prepares well-organized, clear, and concise communications and sets clear expectations. Creates quarterly business reviews with brand and Omni channel leaders

Key Leadership Competencies :

• Positive all for one approach to team deliverables and priorities.
• Builds strong relationships to enable higher performance.
• Learns, fast, grasps the essence and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and open to suggestions.
• Embraces the ideas of others, nurtures innovation and manages innovation to reality.
• Significant Work Activities -Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Qualifications :

• Bachelor’s Degree in Business or Marketing or equivalent experience
• 3-5 years of experience of Database Marketing, CRM, Email, Digital, Direct Mail, 1 : 1 marketing experience
• Minimum of 3 years of hands-on work experience in client service, account or response management discipline
• Digital marketing or interactive agency experience is a plus
• Ability to lead multiple projects simultaneously in a fast-paced, dynamic environment.
• Excellent written, verbal, and interpersonal communication skills to effectively work with team members
• Analytical ability to identify optimization opportunities and program related issues
• Enthusiastic, solution-oriented attitude in accepting work / new challenges
• Excellent knowledge of Microsoft Office Software : Word, Excel, PowerPoint, and Outlook

About Kyyba :

Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.

At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values;

incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.

Disclaimer :

Kyyba is an Equal Opportunity Employer.

Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.

Rewards :

Medical, dental, vision

401k

Term life

Voluntary life and disability insurance

Optional Pre-paid legal plan

Optional Identity theft plan

Optional Medical and dependent FSA

Work-visa sponsorship

Opportunity for advancement

Long-term assignment with opportunity for hire by client

Select Awards

• An INC 5000 company for 10 years
• Corp! Michigan Economic Bright Spots
• Crain’s Detroit Business Top Staffing Service Companies in Detroit
• TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions
• Best of MichBusiness winner in HR Wizards & Partnerships
• Metro Detroit Elite Category : Recruitment, Selection & Orientation for 101 Best & Brightest
• 101 Best & Brightest Companies to Work for in Michigan

Thanks & Regards,