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Sr. Marketing Operations Manager

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The role is responsible for managing the process for Patient Relationship Management campaign planning, development, execution and reporting/optimization; working closely with the Brand team, Agencies/Vendors and the PCS&S group. Supports Brand Marketing with scope, design, and implementation of multi-channel relationship marketing programs (in collaboration with Marketing Database Provider and other 3rd parties)

• Collaborates with Brand Marketing and Media in managing and operationalizing promotion programs
• Defines and documents business rules that translate campaign requirements into technical specifications
• Develops and manages project plan and timeline; ensures full alignment across internal and external stakeholders and partners
• Ensures campaigns are appropriately QA tested end-to-end, before going live. Maintains robust compliance, quality and privacy standards in handling customer information and programs
• Identifies and monitors relevant operational measurements and business KPI’s, as well as, operational effectiveness and accuracy of the campaigns
• Leads weekly operations status meetings with all internal/external stakeholders; develops agenda and issues minutes with assigned action items; maintains a running status update document
• Manages and monitors ongoing projects, tasks, and ensures pull-through of work requests including (not limited to):
o Manages Inbound and Outbound vendor data feeds
o Oversees relationships with agencies and database partner in the execution multi-channel, customer centric acquisition, conversion and retention strategies and tactics, working with various internal stakeholders and functions
o Proactively assesses and recommends operational best-practices and works to ensure standardization and efficiencies across brands, a/o disease areas
o Program Enhancement Requests
o Program specifications and documentation for both online and offline channels
o Program Troubleshooting
• Provides guidance on execution strategy and approach, database functionality and support
• Reporting and Analytics (Business and Operations)

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