Consumer Experience Lead – Retention Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily operational functions that support enterprise customer experience (CX) and retention strategies within commercial operations.

• Manage relationships with external vendors, including tracking deliverables, monitoring performance, executing contracts, and resolving complex issues.

• Take charge of the complete Veeva submission process, ensuring that promotional materials are accurately prepared, submitted, tracked, and compliant with regulatory standards and deadlines.

• Analyze, interpret, and integrate data and reports from various vendors.

• Identify discrepancies in data, market trends, performance gaps, and opportunities for optimization.

• Convert raw vendor data into clear, actionable business insights.

• Collaborate with analytics and data teams to validate vendor inputs, streamline reporting processes, and develop scalable reporting infrastructures.

• Transform ambiguous or incomplete requests into structured execution plans and actionable next steps.

• Foster continuous process improvement across vendor management, promotional review workflows, reporting systems, and CX capabilities.

• Work in partnership with Account Management, Marketing, Customer Experience, Data, and Compliance teams.

⛳️ Requirements

• A minimum of 10 years of operational experience within the pharmaceutical sector, specifically in commercial operations, marketing operations, or CX capabilities.

• Direct, hands-on experience with Veeva submission systems and promotional review/approval (MLR) processes.

• Proven track record of managing complex third-party marketing, data, and technology vendors, including oversight of contracts and SLA performance management.

• Demonstrated ability to synthesize unstructured datasets and generate executive-level operational reports.

• Capacity to read, comprehend, and interpret job-related documents, instructions, policies, and communications in English.

• Proficient in effective communication in English, both verbally and in writing.

• Bachelor’s Degree in Marketing, Business Administration, Healthcare Management, Data Analytics, or a related discipline.

• Strong expertise in Veeva Vault (Promats/MedComms) and vendor management systems.

• Familiarity with business intelligence tools such as Power BI or Tableau.

• Willingness to occasionally work outside of standard business hours as needed.

• Ability to engage in prolonged computer usage and view computer screens.

• Capability to perform essential functions with or without reasonable accommodation.

🏝️ Benefits

• Competitive benefits.

• Ongoing training.

• Opportunities for personal and professional development.

• Minimal travel may be required on an as-needed basis.