Marketing Manager - Customer Experience (Hybrid -Aliso Viejo or REMOTE, USA)

Compensation:  $105,000 - $125,000 per year. You are eligible to a Short-Term Incentive Plan with the target at 10% of your annual earnings, terms and conditions apply.

Marketing Manager - Customer Experience (Hybrid - Aliso Viejo or REMOTE, USA)

Job Overview: 

The Customer Experience (CX) Marketing Manager is a downstream marketing role focused on improving the customer journey across the Ambry portfolio, with the goal of fostering strong, enduring relationships and brand loyalty. The CX Marketing Manager will have primary responsibility for cross-product initiatives including client onboarding, patient access and billing, account retention, and customer loyalty. This role will also provide marketing leadership for the Ambry Classifi™ program. This role will include close collaboration within the Marketing team as well as with cross-functional partners including Medical Affairs, Sales, Commercial Operations, Market Access, Patient Financial Services, Legal and Compliance and others.

Success in this role requires strong skills in written and verbal communication, active listening, analytical thinking, cross-functional leadership, building and fostering relationships with both colleagues and clients, and the ability to objectively evaluate and understand the perspectives of different client types on the experience of working with Ambry.

Essential Functions:

• Advocate for customers: Act as a customer advocate within the organization, promoting a customer-centric culture and influencing decision-making.
• Own the customer journey: Define and analyze the customer journey, identify and prioritize problems to solve, and lead and/or support different elements of strategy development for improving customer engagement across Ambry’s testing services.
• Execute and measure campaigns: Develop and execute cross-product marketing programs to improve customer experience and drive awareness and loyalty to the Ambry brand. Track and report the success of customer experience initiatives using relevant metrics in collaboration with Marketing Programs.
• Design feedback mechanisms: Implement effective feedback processes to gather actionable insights for continuous improvement.
• Stay informed: Understand the client experience delivered by relevant competitors and develop insights on competitive shifts and emerging needs,
• Be a team player: Work closely with teams across the organization to understand internal and external pain points. Collaborate actively with key stakeholders and facilitate alignment towards feasible solutions.
• Travel up to 15%
• Other duties as assigned 

Qualifications: 

• Bachelor's degree or equivalent work experience
• 5+ years of experience in pharmaceutical, biotech, medical device or molecular diagnostics industry with the majority working in commercial roles
• …