**Associate Director, Customer Experience & Omnichannel Enablement – Driving Digital Innovation and Excellence at blithequark**

Are you a seasoned professional with a passion for driving digital innovation and excellence in customer experience? Do you have a proven track record of success in developing and implementing omnichannel strategies that drive business growth and customer satisfaction? If so, we want to hear from you! blithequark is seeking an experienced Associate Director, Customer Experience & Omnichannel Enablement to join our team and help us deliver exceptional customer experiences across all touchpoints. **About blithequark** blithequark is a leading provider of innovative solutions and services that help businesses thrive in today's fast-paced digital landscape. Our team of experts is dedicated to delivering exceptional customer experiences that drive business growth, improve customer satisfaction, and increase revenue. We are committed to staying at the forefront of industry trends and emerging strategies, and we are always looking for talented individuals who share our passion for innovation and excellence. **Job Summary** As an Associate Director, Customer Experience & Omnichannel Enablement at blithequark, you will be responsible for working with clients to drive omnichannel innovation, improve customer experience, and enable effective data-driven sales and marketing capabilities within their organizations. You will serve as a consultant, working externally with cross-functional client teams and internally with agency teams to develop and implement customer experience strategies that drive business growth and customer satisfaction. **Key Responsibilities** * Define enterprise-wide customer experience strategy and guide the strategy and implementation of digital marketing capabilities * Define and shape strategies for the use of customer data and operational processes for marketing platform use * Facilitate client change management efforts and ensure omnichannel marketing execution follows best practices * Ensure cross-channel data capture opportunities are consistently leveraged * Maintain an in-depth understanding of client needs, business, omnichannel technology platforms, customer data, and operational approaches * Lead initial discovery and research in early project stages: understanding business needs, requirements, conducting stakeholder interviews, guiding research initiatives, auditing the client's omnichannel/digital approaches and their digital ecosystems * Create recommendations around how clients can increase their overall digital maturity and omnichannel effectiveness * Help to define customer data needs and key points of data availability across various omnichannel platforms * Participate in the creation of digital capability roadmaps and assist with the preparation of business and functional requirements when new omnichannel platforms are being acquired and implemented or existing ones are being evolved * Recommend internal process needs and approaches to ensure client marketing platforms are utilized in a way that drives efficiency, offers flexibility, and helps clients derive the maximum value from their platform investments * Define data capture, measurement, and reporting approaches and participate in the creation of tools to facilitate optimal data capture and use * Work with clients to socialize their omnichannel ambitions, investments, and approaches while also helping to facilitate required change management initiatives * Educate cross-functional client teams and their partners on best practices and proper omnichannel platform use * Lead the development and execution of client change management strategies for the adoption of new technologies and processes * Lead the development of training programs and materials for clients' and their agency partners for new tools and platforms * Provide ongoing strategic and tactical advice to clients * Partner with agency leadership to define and optimize the CXOE approach and business model * Help to continually evolve the agency's approach to CXOE projects; inclusive of internal tools/process, service offerings, roles/responsibilities, pricing approaches, etc. * Advocate for and educate on agency staff as it relates to capabilities, mindsets, and understanding of CXOE **Business Impact** * Applies business expertise outside of the current client base by having an immediate impact when transitioning to a new client or vertical * Assist the agency with client presentations when acquiring new CXOE projects * Establish and nurture strong relationships with clients, acting as a trusted advisor and strategic partner * Responsible for overall account success and scope execution by adapting strategies as needed **Leadership** * Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results * Manages multiple pieces of business within one client or multiple accounts * Able to prioritize client requests and shift priorities as needed to meet aggressive deadlines and milestones **Industry Expertise** * Stays updated on industry trends and emerging strategies * Keep a pulse on omnichannel marketing trends within the life science/biopharmaceutical industry as well as the digital maturity of our client's key competitors and peers * Responsible for developing strong client partnerships, including high-quality work, service excellence, and proactive ideation * Dedicated to self-improvement, regularly seeking on-the-job opportunities to enhance skills and expand knowledge **Communication** * Ability to negotiate, manage conflict, and client concerns that cause dissatisfaction and frustration * Proactively communicate with your manager on bandwidth and availability * Maintains positive co-worker and client relationships, fostering trust and collaboration * Interacts with colleagues or clients of varying levels * Works with cross-functional teams to build strong relationships internally and externally **People Management** * May manage and mentor junior staff members, responsible for their professional development; effectively manage and delegate work of staff assigned to accounts * Oversee annual performance evaluations of team members **Qualifications and Skills** * 7+ years of experience in a client-facing role at a digital marketing agency, consultancy, or within a COE or digital operations role on the client/brand side * Minimum of 5 years of Pharmaceutical/Life Sciences marketing experience required * 2+ years of digital transformation experience preferred * 4-year degree, preferably with a specialty in Marketing or equivalent experience * In-depth knowledge of building a data-driven marketing practice, marketing technologies, omnichannel marketing, analytics, and large enterprise technology needs * Relentless problem-solving skills and the ability to assess and resolve complex challenges for varied client needs * Willingness and ability to travel (1-2 times per quarter) * Ability to create professional-looking documents and presentations coupled with strong presentation and speaking skills * Strong analytical abilities and the ability to carefully manage details * Ability and desire to collaborate effectively with a wide range of team members, including colleagues and clients with varying professional backgrounds and specialties * Ability to work across multiple projects at once in a fast-paced and self-driven environment * Ability to focus and work under pressure during tight deadlines with humor, tact, and professionalism **What We Offer** * Competitive salary range: $125,000 - $140,000 * Comprehensive benefits package, including medical, dental, and vision insurance, 401K plan, parental leave, and professional development opportunities * Flexible time off and life insurance * Robust employee assistance program * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **How to Apply** If you are a motivated and experienced professional with a passion for driving digital innovation and excellence in customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. Apply for this job