About this role
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.