VP Global Customer Experience Strategy

  • Havas Health
  • $197,780.00 - 197,780.00 / Year *
  • 21 Warren St, New York, NY 10007
  • Full-Time
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The role

The VP, Global Customer Experience is responsible for leading customer segment insights, strategy and activation planning across multiple accounts for global brand projects. Specifically, the VP CX is responsible for establishing the strategic segment analysis, approach and rationale for developing a connected ecosystem (tactics that connect with another and provide a seamless experience for the consumer across channels, medium or devices.)

The VP GCX seamlessly integrates Havas advanced data / AI / ML capabilities into data driven CX designs. The VP CX uses available data to create brand financial / program pro-forma models that inform and justify design, and inform return on investment. The VP GCX will work closely with agency strategic planning to ensure connection of engagement plan to Brand strategy.

The VP, Global Customer Experience strategist understands, synthesizes and leverages customer target segment analysis and category research/data to uncover insights and provide solutions and ideas that transcend channels, and optimize end user engagement and experience.

* A strong understanding of international healthcare, available data and channels is critical for this role

* Experience with platforms/devices such as: Rep iPad platforms (Veeva), web, mobile

* Channels/content delivery platforms such as such as: social and media (search, display advertising, syndication), geo-targeted platforms, healthcare programmatic

* Syndicated research tools such as: eMarketer, DRG, DataMonitor, Compete, ComScore, Forrester, social monitoring tools

* Tactical formats such as: SEO, email marketing/CRM, social media/social experience design, crowdsourcing, mobile/tablet gaming, augmented reality, Veeva channels, international meetings and events

What we expect from you

Work with Digital Village Managing Director to identify key opportunities with both existing and prospective clients, build out prototypical solutions for organic BD

Participate in creating agency-wide CX processes and selecting platforms

Assist in defining the role and scope of a centralized/ decentralized CX team

Lead design of pro-forma cascade models for various brands

Comfort and success i n working with ex-US markets

Be aware of GDPR and its implications for EU marketing

Expert at working with ANY data to define a customer problem and solving that problem with ANY channel or an ecosystem

Identify macro current and emerging channel trends, and how they impact individual and group behaviors

Evaluate structured data, consumer research, brand information, to identify micro trends in order to foster creative solutions that marry brand goals with customer needs

Provide a strategic POV (client and consumer perspective) on creative, functional, and technical approach for client solutions throughout the entire life cycle of a project

Partner with Analytics team to create and implement a measurement plan that leads to micro-optimizations and develop learning agenda for continued metrics analysis and insightful reporting

Serve as primary client-facing channel and innovation strategist on large account(s) with minimal supervision

Establish relationships directly with assigned clients and teams, and agency heads

Represent the voice of the customer(HCP, patient, caregiver, payor) in all communications through research and insights

Develop deep understanding of assigned target(s), brands, category and competitive set (globally)

Lead and participate in strategy development initiatives and brainstorms for programmatic ideation (a/k/a activation planning) with existing clients and new business

Effectively craft creative activation briefs and brief teams

Serve as support planner on new business pitches, from internal preparation through presentation attendance

Effectively interface with client service, creative and project planning teammates

Independently write creative and project briefs

Expert in digital projects and concepts such as eCRM, ecosystem development, content

strategy, branded and unbranded communications, use of wearables, analytics, search, digital media

Experience with Service Design thinking and/or behavioral change program design a strong plus

Background/experience and skills:

8+years' experience working in planning, account, creative or consultative environment

Ability to communicate efficiently and effectively (verbal and written)

Advanced presentation skills
Associated topics: analyst, b2b, b2c, b2e, business, business growth, client, retail, sales, strategic

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.