Digital Content Specialist

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.

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