Job Title: Digital Experience Specialist
Reports to: Manager, Digital Experience
Department: Customer Success
EnlivenHealth is seeking a Digital Experience Specialist, working on a team, to
manage a very large and strategic segment of our clients. The Digital Experience
Specialist role is a critical part of our Customer Experience (CX) team
responsible for helping to create and execute a successful digital experience
for our independent pharmacies and the GPOs/PSAOs they work with, ensuring that
each touchpoint of the customer journey is not only effective but engaging as
well.
The role of a Digital Experience Specialist is to:
Improve customer utilization, driving customer satisfaction
Build customer loyalty and growth
Responsibilities
The Digital Experience Specialist, in coordination with the Digital Team, will
develop a clear understanding of the customers in the independent pharmacy and
GPO/PSAO segment, the target demographics, and what digital experiences
customers and prospects are looking for. From this information, they will
develop and execute a digital strategy that offers a personalized experience
while being able to deploy at scale.
The Digital Experience Specialist role includes the following responsibilities:
Working with the Digital Experience Team to develop and execute the
organization’s customer digital engagement transformation efforts
Evaluating current state utilization and the customer journey, determining
areas where there are critical interactions and developing plans for
executing improvements
Assessing customer feedback, data, and analytics as insights to improve the
overall digital experience
Creating an ecommerce strategy and other digital sales strategies
Working closely with the digital marketing team to ensure alignment on key
messages, goals, and overall experience
Evaluating customer purchase trends over time, both short-term and long-term,
and assessing the impact of various economic situations (ex. COVID-19)
Analyzing customer behavior on current products
Managing and assessing the customer life cycle and the digital experience
life cycle
Monitoring customer interactions for insights and data
Managing customer relationships and working with the customer success
managers and sales
Required Knowledge and Skills
Relationship management and an ability to communicate with all relevant
stakeholders, like customers, clients, and other employees
Performance analysis skills to interpret analytics and data
Basic computer skills and proficiency in Microsoft Office, Google Docs, and
spreadsheets
Metrics-driven and experience implementing and tracking KPIs
Basic Qualifications
BA or BS in communications, Public Relations, Journalism, Business or
Marketing field
1 year working in customer engagement
Track record of performance
Preferred Knowledge and Skills
Prior experience in a marketing or customer management function
Experience in Independent Pharmacy operations
Work Conditions
Travel up to 25% of time
Working out of a home-based office
Compensation information: Base Salary + 20K bonus variable.
Since 1992, Omnicell has been committed to transforming pharmacy
care through outcomes-centric innovation designed to optimize clinical and
business outcomes across all settings of care. We strive to be the healthcare
provider’s most trusted partner by our guiding promise of “Outcomes. Defined and
Delivered.”
Our comprehensive portfolio of robotics, smart devices, intelligent software,
and expert services is helping healthcare facilities worldwide to improve
business and clinical outcomes as they move closer to the industry vision of the
Autonomous Pharmacy.
Our guiding principles inform everything we do:
As Passionate Transformers, we find a better way to innovate relentlessly.
Being Mission Driven, we consistently deliver on our promises.
Our Entrepreneurial spirit makes the most of EVERY opportunity for
innovation.
Understanding that Relationships Matter creates synergies that yield the
greatest benefits for all.
Intellectually Curious, eager to think deeper to learn and improve.
In Doing the Right Thing, we lead by example in ALL we do.
We are deeply committed to Environmental, Social, and Governance (ESG)
initiatives. Our ESG efforts focus on creating an inclusive culture and a
healthier world. This includes our Employee Impact Groups, which foster
inclusion and belonging, as well as our learning and well-being programs that
support personal and professional growth. We also prioritize sustainability in
our operations, aiming to reduce our environmental footprint and promote
responsible business practices. Join us in transforming the pharmacy care
delivery model, making patient care safer and smarter for all.
Omnicell is dedicated to fostering an inclusive workplace. We welcome
applications from all individuals, valuing a wide range of perspectives and
backgrounds. As an equal opportunity employer, we do not discriminate based on
race, gender, religion, sexual orientation, gender identity, national origin,
veteran status, or disability. We are committed to making our recruitment
process accessible to everyone. We offer support and reasonable adjustments for
individuals with disabilities during our hiring process. If you need assistance,
please contact us at Recruiting@omnicell.com [Recruiting@omnicell.com].
At Omnicell, respect for privacy and confidentiality is paramount. We adhere to
strict policies to prevent discrimination or retaliation against those who
engage in open conversations about compensation. However, employees privy to
compensation information as part of their job role are expected to maintain
confidentiality, except in specific circumstances outlined by law, such as
during formal complaints, investigations, or as required by legal obligations.
Please note that Omnicell reserves the right to modify job roles and
responsibilities as needed to meet our organization's evolving needs and drive
our mission forward.