Customer Experience & Engagement Associate

Summary

We are seeking a dynamic and versatile Customer Experience & Engagement Associate to join our team. As a key contributor, you will play a crucial role in driving our omnichannel customer engagement, by creating best in class emails for use in both our Veeva and SFMC CRM platforms. This role is at the intersection of creativity and technology, requiring a unique blend of project management skills, creative thinking, design, and technical expertise. It is crucial in maintaining project timelines, managing internal and external offshore resources, and delivering high-quality deliver that meet both creative and technical requirements. The successful candidate will also play a key role in collaborating with internal and external stakeholders throughout the project lifecycle.

The Customer Experience & Engagement Associate will be a part of the Digital Innovation and Marketing Operations Team (DIMO) and report to the Director of Modular Content. DIMO's mission is to drive digital transformation within the commercial organization that is rooted in continual enhancements focused on a digital-first mindset, which uses a test & learn culture while balancing operational effectiveness and personalized omni channel customer engagement supporting Azurity's commitment to ACE (Azurity Commercial Excellence) as we Serve Overlooked Patients.

Partnering closely with their US based DIMO colleagues and the brand leads, this individual will also work with cross-functional team members in PMRC (Azurity MLR process), and Digital to ensure that business imperatives are supported though the development and execution of best-in-class practices and tactics.

Responsibilities

Salesforce Marketing Cloud Optimization

Collaborate with cross-functional teams to configure, test, and deploy marketing automation campaigns within Salesforce Marketing Cloud.

Ensure seamless integration of data and personalized communication across various channels.

Email Marketing

Develop and execute targeted email templates to be used in our Salesforce Marketing Cloud (SFMC) and Veeva CRM.

SFMC Email Templates

Salesforce Knowledge

Proficiency in using Salesforce, understanding its features, and navigating the platform.

Familiarity with both Salesforce Classic and Salesforce Lightning interfaces.

HTML and CSS

Strong knowledge of HTML and CSS for creating visually appealing email templates.

Ability to customize layouts, fonts, colors, and other design elements.

Merge Fields and Dynamic Content

Understanding of merge fields to personalize email content.

Ability to pull data dynamically from Salesforce records.

Veeva Approved Email Templates

Veeva CRM Knowledge

Familiarity with Veeva CRM and its features.

Understanding of the Approved Email functionality.

HTML Email Structure

Ability to create standard HTML email templates.

Knowledge of UTF-8 encoding and adherence to guidelines.

Email Fragments (for Dynamic Content)

Understanding of how to use Email Fragments within templates.

Incorporating dynamic content based on business rules.

Attention to Compliance

Ensuring that templates comply with industry regulations (e.g., GDPR, CAN-SPAM Act).

Quality Assurance

Ensure that offshore deliverables meet both the highest creative and technical standards.

Collaboration and Communication

Coordinate with onshore marketing teams to align strategies and goals.

Communicate effectively across time zones to ensure seamless project execution.

Provide regular updates on project status and milestones.

Full time