Director, Engagement Strategy

BGB Group

Director, Engagement Strategy

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.

We offer in-office (NYC) and hybrid job opportunities.

Position Overview

The Director, 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:

Point of View Documentation (POVs): Articulate and disseminate POVs on emerging CX trends, technologies, and best practices.

Customer Journey Mapping: Design and segment detailed customer journey maps that identify critical touchpoints and opportunities for engagement and improvement.

Strategic Frameworks: Develop strategic frameworks that guide the creation and implementation of effective CX initiatives.

Touchpoint Optimization: Identify and optimize key customer touchpoints to enhance the overall customer experience and satisfaction.

Tactical Planning: Lead the tactical planning of CX initiatives, ensuring alignment with broader marketing and business strategies.

Insights Mining: Utilize data analytics and customer feedback to generate actionable insights that drive strategic decisions.

Ecosystem Mapping: Develop comprehensive ecosystem maps that illustrate the interconnectedness of various customer touchpoints and channels.

Competitive Assessments: Conduct thorough competitive assessments to benchmark CX practices and identify areas for differentiation.

Workshop Facilitation: Provide support for cross-functional workshops to foster a customer-centric culture and brainstorm innovative CX solutions.

Media Planning and Strategy: 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.

Growth Mindset: 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 5 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 driving measurable results.
• 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.
• Demonstrate subject matter expertise with prepared materials
• Working experience with Sermo, Doximity, Salesforce Marketing Cloud, Veeva
• Awareness of emerging technology for attracting and converting healthcare professionals, patients, and caregivers

Salary Range: $125,000 - $165,000

The salary range provided represents what a potential hire may expect to earn in this role at BGB. 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.