CRM Marketing

Position: CRM Marketing, Campaign Experience

Location: Plainsboro, NJ (Onsite 3 days per week: Tuesday, Wednesday, and Thursday).

• Customer Experience Playbook: Create and maintain robust customer experience playbooks, integrating functional designs such as Visio flows, to illustrate seamless customer touchpoints and interactions throughout their journey with the brand. This playbook serves as a foundational guide, ensuring consistent experiences that reflect engagements to drive the brand's desired customer experiences, ultimately driving customer satisfaction and loyalty. These translate high-level brand experience strategy into detailed specifications. This includes inputs and outputs, segmentation requirements, message mapping/cadence requirements, rules for the population of dynamic modular content, and data/vendor integration requirements.
• Micro-experience Documentation: Create and maintain functional documentation of micro-experiences, delineating the specific features, user pathways, and technical specifications that characterize each interaction. Outline the intended functionality and desired user interactions to serve as clear requirements for Experience Architects to efficiently implement micro-experiences within broader customer journeys.
• Metadata Definitions: Responsible for defining and maintaining metadata standards at both campaign and program levels, ensuring consistency, accuracy, and relevance across all marketing initiatives. By establishing clear metadata definitions, this role facilitates effective campaign tracking, performance analysis, and data-driven decision-making, ultimately driving strategic alignment and optimizing marketing effectiveness
• Personalization Capabilities: Advises on personalization capabilities and best practices to drive enhanced experiences through segmentation, message mapping, engagement cadence, and content mapping.
• Stakeholder Engagement: Partners with brand marketing, Omnichannel Orchestration, and Experience Architects to define and document the business requirements for omnichannel customer engagements. Develops and manages project plans and timelines ensures full alignment across internal and external stakeholders and other partners. Submits campaign project requests to Execution teams via workflow management tool (Workfront); manage campaigns through their lifecycle using the workflow management tool.
• UAT Support: Teams with QA leads to ensure campaigns are thoroughly tested end-to-end before go-live; approves pre-launch UAT test plans and test cases, pre-launch UAT results, and post-production testing results. Manages content proofing process. Ensures campaigns are tagged appropriately to enable measurement and analytics.

Skills Needed:

• Bachelor's degree in Business Administration, Marketing, Data Science, Information Technology or related field.

• 8+ years of patient marketing, database marketing, CRM, marketing, account management, project management and/or other related roles required. Pharmaceutical, retailor Financial Services industry experience preferred.

• Advanced degrees or certifications in project management, digital marketing, or a related discipline are a plus.

• Proven experience in creating and maintaining customer experience playbooks, integrating functional designs, and managing digital content projects.

• Experience in defining and maintaining metadata standards and ensuring data-driven marketing effectiveness.

• Strong understanding of digital content production, workflows, and supply chain management.

• Proficiency in using project management and workflow tools such as Workfront.

• Familiarity with content management systems (CMS) and digital asset management (DAM) systems.

• Knowledge of personalization tools and techniques, including segmentation, message mapping, and engagement cadence