Digital Experience Specialist- EnlivenHealth

Job Title: Digital Experience Specialist

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 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 organizations 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.