Consumer Experience Lead, Retention Services

SUMMARY:

Operational leadership for customer experience (CX) and retention initiatives within a highly regulated pharmaceutical environment. This role oversees vendor-driven marketing operations, Veeva promotional submissions, data and reporting, and cross-functional execution while proactively identifying opportunities to optimize processes, resolve complex operational challenges, and scale business value. The ideal candidate functions with a high degree of autonomy, thrives in ambiguous environments, and connects detailed execution to overarching CX and retention objectives.

PRIMARY DUTIES:

• Lead day-to-day operational activities supporting enterprise CX and retention initiatives across commercial operations.
• Manage external vendor relationships, including deliverable tracking, performance monitoring, contract execution, and complex issue resolution.
• Own and manage end-to-end Veeva submission processes, ensuring marketing and promotional materials are accurately prepared, submitted, tracked, and compliant with regulatory standards and timelines.
• Review, interpret, and synthesize disparate data and reporting from multiple vendors across varied formats, structures, and levels of detail.
• Identify data discrepancies, market trends, performance gaps, and optimization opportunities; translate raw vendor data into clear, actionable business insights.
• Partner with internal analytics and data teams to validate vendor inputs, streamline reporting workflows, and build scalable reporting infrastructure.
• Navigate evolving systems and processes, translating ambiguous or incomplete requests into structured execution plans and actionable next steps.
• Drive continuous process improvement across vendor management, promotional review workflows, reporting systems, and CX capabilities.
• Collaborate cross-functionally with Account Management, Marketing, Customer Experience, Data, and Compliance to maintain operational alignment and anticipate project risks.

EXPERIENCE:

• 10+ years of operational experience within the pharmaceutical industry, specifically focused on commercial operations, marketing operations, or CX capabilities.
• Direct, hands-on experience navigating Veeva submission systems and promotional review/approval (MLR) processes.
• Proven background managing complex third-party marketing, data, and technology vendors, including contract oversight and SLA performance management.
• Demonstrated experience synthesizing unstructured datasets and creating executive-level operational reporting.

LANGUAGE SKILLS:

Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English. Ability to communicate effectively in English, both verbally and in writing, with employees, customers, vendors, and other business partners, as applicable to the position.

QUALIFICATIONS / REQUIRED EDUCATION:

• Bachelor’s Degree in Marketing, Business Administration, Healthcare Management, Data Analytics, or a related field; master's degree or industry certifications preferred.
• Strong proficiency with Veeva Vault (Promats/MedComms) and vendor management systems.
• Familiarity with business intelligence tools such as Power BI or Tableau.

PHYSICAL DEMANDS: Regular use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment, including repetitive motions such as typing, scrolling, and mouse use. Ability to communicate effectively and understand verbal communication in person, by telephone, and through video conferencing or other remote communication tools. Ability to view and read information on computer screens and printed materials, including the ability to adjust focus. The position requires prolonged periods of computer use and viewing a computer screen.

WORK ENVIRONMENT:

EXPECTED HOURS OF WORK: This position generally operates during normal business hours; however, specific start and end times may vary based on business needs, workload, and job responsibilities. Occasional work outside of normal business hours may be required.

TRAVEL: Minimal travel may be required on an as-needed basis (REMOTE)

ADA Statement

An individual must be able to perform the essential functions of the position, with or without reasonable accommodation. The requirements outlined in this job description are representative of the knowledge, skills, abilities, and other qualifications necessary to successfully perform the essential functions of the position. Reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable law.

This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or requirements of the position. Duties and responsibilities may be modified, added, or reassigned based on business needs.

EEO/AA Statement

New Era Technology is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. 

This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, compensation, benefits, training, transfer, leaves of absence, discipline, termination, layoff, recall, and other terms and conditions of employment.