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
- Experience in highly complex and competitive markets
- Demonstrates advanced capability within the following key areas:
o Cross-functional leadership. Ability to establish and foster collaborative relationships and to understand and leverage the unique perspectives, knowledge and skillsets of others in driving projects to successful completion
o Customer, product, and market Insights: Ability to understand, integrate and synthesize insights across customers, competitors, therapeutic or business areas and markets to inform customer-centric business decisions
o Value creation: Ability to develop and communicate the unique value and promise that Ambry provides to its customers
o Business strategy: Ability to make choices and identify key metrics to deliver measurable customer and financial objectives that drive business forward
o Account marketing and partnerships: Ability to identify, develop and maximize effective working relationships with customers and partners to gain alignment on customer needs and optimize business and customer outcomes
o Data-driven: Ability to use business information and capabilities to inform and measure CX program decisions - Deep knowledge of the healthcare ecosystem including multiple customer types: providers, patients, payors
- Ability to think with an enterprise mindset
- Ability to flex and thrive in an ambiguous environment undergoing transformational change
- Strong customer orientation and focus
- Strong analytical skills to effectively interpret and utilize quantitative and qualitative data to shape strategies and tactics
- Strong ability to understand & communicate complex scientific/medical concepts in a simple and understandable manner
- Demonstrated experience building omni-channel marketing campaigns
Preferred:
- MBA, or other related graduate level degree preferred experience
- Prior experience leading CX marketing initiatives
- Clinical knowledge of genetic testing and familiarity with the market landscape and competition
- Critical thinking skills, superior leadership, and cross-functional communication skills
- Ability to successfully manage complex projects and influence multi-disciplinary teams
- Demonstrated effectiveness as a downstream marketer, with experience developing, executing, and measuring campaign effectiveness
- Experience with voice-of-customer and voice-of-field research, including both qualitative and quantitative market research tools
About Us:
Ambry Genetics Corporation is a CAP-accredited and CLIA-licensed molecular genetics laboratory based in Aliso Viejo, California. We are a genetics-based healthcare company that is dedicated to open scientific exchange so we can work together to understand and treat all human disease faster.
At Ambry, everyone is welcome. A career at Ambry Genetics is a chance to be part of a dynamic company that aims to improve health by understanding the relationships between genetics and human disease. We earned our reputation as industry leaders by responsibly introducing cutting-edge genetic testing solutions and continually sharing what we learn with the global scientific community.
At Ambry you will be learning, challenging yourself, and having fun while collaborating with teammates through the open exchange of ideas. Our outstanding benefits program includes medical, dental, vision, 401k with a 4% employer match, FSA, paid sick leave and generous paid time off (PTO) program. You can learn more about the benefits here. Ambry Genetics is an Equal Opportunity Employer (EOE) and we maintain a drug-free work environment.
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
All qualified applicants will receive consideration for employment without regard to race (and traits historically associated with race, including, but not limited to hair texture and protective hairstyles such as braids, locks, and twists), color, creed, religion, sex, sexual orientation, gender identity, gender expression (including transgender status), national origin, ancestry, age, marital status or protected veteran status and will not be discriminated against on the basis of disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. If you have a disability or special need that requires accommodation, please contact us at [email protected]
Ambry does not accept unsolicited resumes from individual recruiters, third party recruiting agencies, outside recruiters or firms without an executed contract in place. We are not responsible for any fees related to resumes that are unsolicited or are received by Ambry. Such resumes will be deemed the sole property of Ambry and will be processed accordingly.
PRIVACY NOTICES
To review Ambry’s Privacy Notice, Click here: https://www.ambrygen.com/legal/privacy-policy
To review the California privacy notice, click here:California Privacy Notice | Ambry Genetics
To review the UKG privacy notice, click here: California Privacy Notice | UKG
United States
