Vice President of Marketing Strategy and Customer Journey

Description

• Lead all marketing initiatives and channel marketing 
• Lead the roadmap of customer journey enhancements and optimization 
• Lead the Marketing Agency workstreams and Roadmap 
• Develop & Lead Digital Transformation Roadmap  
• Leads marketing critical strategic initiatives for the Commercialization organization (i.e., Commercial, Pricing, Packages, Membership, etc.) 
• Partner with Field Operations & Clinical teams across critical cross-functional initiatives  
• Define and support enhancement of our capability teams supporting the Commercialization organization (e.g., multi-channel, digital, field training and operations, data & analytics) 
• Collaborate, influence, and coordinate across a broad internal stakeholder group to align strategy, develop key work streams and plans, and drive execution against those plans to drive revenue growth 
• Gather and synthesize market intelligence, competitive analysis, and industry economic research to identify growth opportunities to drive revenue and profit 
• Identify and assess requirements for demand and customer support.  
• Monitor and support execution of strategic initiatives 
• Establish effective business processes for handling customer problems when they emerge, determine the root causes of lagging revenue growth and/or profitability 
• Create periodic updates/presentations on strategic initiatives for Senior Leadership Team 
• Partner with COO and Finance to develop annual Marketing Customer budget and business plans 
• Develop content for various Marketing Customer communications (Business Rhythms) 
• Recruit, coach, and develop talent and provide coaching guidance and performance management (end to end process).
• Determine and monitor performance of Marketing & Customer activities using key metrics and prepare reports for senior management. This includes but is not limited to critical KPIs for Sales growth and effectiveness of resource allocation. 
• Understand the requirements of customers and act to acquire new customers and manage client relationships (new and existing/reactivated). 
• Pilot innovative approaches and tactics for serving our customers and driving attachment opportunities, trips, and increased SKU mix.
• Analyze customer data about performance, unit economics, retention, and LTV.
• Conduct segmentation analyses and developing cohorts that can be dissected.
• Ensure that SLT have a clear understanding of the company’s vision and goals for customer experience excellence, and of their organization’s respective contribution.  
• Develop an efficient portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company. 
• Coordinate 720-degree view of customer data (traditional 360-degree customer lifecycle view with an overlay of 360-degree digital interaction data), digital empathy, digital business models and real-time digital customer experience excellence. 
• Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value. 

• BA/BS degree, MBA desirable with preferred focus on Strategy, Marketing and Finance.
• 10 plus years of successful commercial experience (Including Sales/Revenue Leadership) and/or 10 plus years of progressively responsible experience in Consulting/Project Management/Marketing with the following specific experience: Line responsibility and/or project experience in the Commercial area (country/brand/functional strategies, execution/implementation of efficiency programs, change management, business process re-engineering).
• 5-10 years of leading teams/direct reports
• Experience in the Veterinary Industry or Human Health is preferred.
• Ability to manage/prioritize multiple projects and adapt to a changing, fast-paced environment.
• Ability to lead a team and work in a group environment, including interaction with Senior / Executive level leadership.
• Must be highly analytical; possess strong interpersonal skills including influencing, negotiation, and teamwork skills.
• Must possess excellent oral and written communication skills.
• Must be process oriented and understand the relationship and necessity of process to strategy.
• Experience with digital sales tools, execution tools, and sales force automation.
• Ability to think strategically, develop frameworks and platforms that ensure optimal and unfettered access to business tools, assets, and capabilities. Demonstrated management skills.
• Proven ability to employ various flexible communications vehicles to drive messaging across a broad, varied, and dispersed commercial organization
• Prior experience in a consultant position. 
• A problem solver and decision maker who strives for continuous improvement.  
• Can collaborate with other team members to strive for sound outcomes. 

• Remote with the ability to travel 20% for key business engagements