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Kelly Services Brand Manager in Mettawa, Illinois

Job searching is a lot better with someone in your corner. Kelly ® Professional & Industrial is seeking a CX/Brand Manager to work at a top biopharmaceutical client in Mettawa, IL . Sound like something you’re interested in? We’ll be here every step of the way to help you through the process, because we think job searching needs an upgrade (and a sidekick).

Why you should apply to be a CX/Brand Manager:

  • Start date ASAP

  • Position is a mostly onsite with remote work flexibility up to 2x week, depending on meeting schedule

  • Duration is 1 year (possible extension based on performance)

  • Pay rate (let me know what rate you are seeking)

  • 9:00am-5:00pm Monday-Friday. Occasional overtime time allowed on an approved case-by-case basis

  • Access to outstanding Kelly perks via

What’s a typical day as a CX/Brand Manager? You’ll be:

  • Responsible for playing an integral role on the extended cross-functional support team for US Area Consumer Marketing franchise teams. As a member of the Commercial Analytics & Operations (CA&O) organization supporting our consumer brand franchises, the CX Manager will bring Digital/CRM subject matter expertise to strategic brand plans and have responsibility for ensuring the Customer Experience is optimized for Consumer/Patients. This role will also be accountable for bringing expertise and leadership support to advance the Digital Transformation key priorities. Specifically, developing and maintaining brand experience designs, ensuring adherence of customer privacy and compliance practices, drafting of marketing campaign business rules and requirements, as well as identifying and partnering with Analytics teams to develop and utilize sound measurement/reporting constructs for all programs. The Consumer CX Manager will also ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM omnichannel ecosystem

  • Expert on all multi-channel marketing solutions (e.g., digital/non-digital, consumer) whether developed in-house or by external partners/vendors

  • Support discovery & vetting of new multi-channel marketing vendors or solutions that could fit future brand needs

  • Envision, prioritize, and implement multi-channel solutions that deliver measurable short & longer-term business impact to assigned brands/franchises

  • Develop customized strategies for how to achieve brands’ short- & longer-term objectives using CX principles and solutions

  • Adeptly & independently triage the level of execution support for assigned brands’ CX initiatives, to maximize business impact

  • Proactively support development of robust measurement plans, and recommend optimizations

  • Be a key advisor to & advocate for franchise team leads on CX

  • Able to repeat pattern of success for CX across assigned brands over time

  • Support at least 1 major enterprise-wide multi-channel capability area to optimize business impact across company

  • Proactively stay abreast of trends & developments related to channel or solution

  • Maintain a “playbook” with best practices, learnings, and common frameworks and approaches that can be utilized across brands

  • Lead training, development of cross-brand approaches, or issue resolution as needed, on behalf of the rest of the CX and Marketing

  • Envision, prioritize, and implement changes/enhancements, to optimize CX solution’s impact across the business over time

  • Lead other CX key projects as needed to achieve broader department and/or company goals

  • Lead pathfinding brands on proof of concepts/pilots for emerging digital capabilities

  • Provide brand team support to manage the development and completion of execution plans (timelines) from start to finish for CRM/Digital programs (i.e. Social, email, website touchpoints)

  • Collaborate effectively in a matrixed environment with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal integrated business partners

  • Maintain a deep understanding of Brand customer insights, journey and segmentation strategies - and apply them to CRM/Digital campaigns and programs

  • Lead cross-functional team (Brand/CX/MABI/Agency) to design and implement ideal customer experience aligned to journey phases and strategic messaging strategy

  • Provide input and inspiration through active participation in the annual brand strategy and tactical planning process

  • Partner closely with Medical/Regulatory/Legal/Privacy partners to educate, lead and help anticipate and balance organizational needs with pilots. Present capabilities and garner buy-in/feedback from senior leadership across various stakeholder functional areas

  • Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives

  • Provide CRM/Digital execution and response channel/tactic expertise across all channels (e.g. Email, Web, Mobile Apps, Social)

  • Develop detailed digital campaign business requirements for patient support services and CRM lead generation, acquisition and retention. (e.g. CRM database management)

  • Collaborate with Brand team to recommend and build feasible campaign and program test & learn plans to inform optimization recommendations. Develop and manage tactic test plans/QC before, during and after campaign launch

  • Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging, including CRM/Digital marketing best practices

  • Understand and execute data capture and data privacy (opt management) consistently across all channels

This job might be an outstanding fit if you:

  • Bachelor’s degree with at least 5+ years of CRM/Digital experience. Experience working in a highly regulated environment preferred, but not required

  • Demonstrated experience with start-to-finish planning/executing multi-channel digital marketing/CRM programs, including: websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening

  • Must have thorough understanding of measuring impact of digital/CRM including social analytics, SEO measurement/management, digital/mobile metrics

  • Strong track record of success in managing multiple, complex project needs and collaborating across internal & external stakeholders

  • Expertise with integrated multi-channel marketing solutions (e.g., digital/non-digital, consumer) whether developed in-house or by external partners/vendors

  • Experience planning and implementing plans rooted in the customer/patient online journey

  • Ability to propose data-driven solutions and optimizations in collaboration with cross-functional and agency teams

  • Independently deliver informed, brand-specific recommendations with limited manager assistance

  • Exceptional functional knowledge and expertise on digital marketing platforms (CRM, email marketing best practices, marketing cloud technology)

  • Strong project management abilities and critical work tool experience (Excel, Visio, MS Project, PowerPoint)

What happens next

Once you apply, you’ll proceed to next steps if your skills and experience look like a good fit. But don’t worry—even if this position doesn’t work out, you’re still in our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more.

Helping you discover what’s next in your career is what we’re all about, so let’s get to work. Apply today!


Why Kelly ® ?

You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.

About Kelly ®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.