Consumer Experience Lead – Retention Services

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $71 / hour

⏰ Full Time

🟠 Senior

🔄 Customer Retention Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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New Era Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

New Era Technology is a global technology solutions provider offering a wide range of services and solutions, including cloud services, professional and managed services, cybersecurity, collaboration and unified communications, data networking, digital transformation, and physical security. With a team of engineers, designers, installers, and technicians, New Era Technology collaborates with over 20,000 customers and operates through 80+ offices worldwide. They are recognized as a top integrator for AV and video collaboration and offer industry-specific solutions for sectors such as healthcare, education, government, banking, finance, and retail. New Era Technology aims to help businesses adapt to the rapidly changing digital landscape through innovative technology solutions and customized services.

📋 Description

• Lead day-to-day operational activities supporting enterprise CX and retention initiatives across commercial operations • Manage external vendor relationships, including deliverable tracking, performance monitoring, contract execution, and complex issue resolution • Own end-to-end Veeva submission processes and ensure promotional materials are accurately prepared, submitted, tracked, and compliant with regulatory standards and timelines • Review, interpret, and synthesize data and reporting from multiple vendors • Identify data discrepancies, market trends, performance gaps, and optimization opportunities • Translate raw vendor data into clear, actionable business insights • Partner with analytics and data teams to validate vendor inputs, streamline reporting workflows, and build scalable reporting infrastructure • Translate ambiguous or incomplete requests into structured execution plans and actionable next steps • Drive continuous process improvement across vendor management, promotional review workflows, reporting systems, and CX capabilities • Collaborate with Account Management, Marketing, Customer Experience, Data, and Compliance teams

🎯 Requirements

• 10+ years of operational experience within the pharmaceutical industry, specifically focused on commercial operations, marketing operations, or CX capabilities • Direct, hands-on experience navigating Veeva submission systems and promotional review/approval (MLR) processes • Proven background managing complex third-party marketing, data, and technology vendors, including contract oversight and SLA performance management • Demonstrated experience synthesizing unstructured datasets and creating executive-level operational reporting • Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English • Ability to communicate effectively in English, both verbally and in writing • Bachelor’s Degree in Marketing, Business Administration, Healthcare Management, Data Analytics, or a related field • Strong proficiency with Veeva Vault (Promats/MedComms) and vendor management systems • Familiarity with business intelligence tools such as Power BI or Tableau • Occasional work outside of normal business hours may be required • Ability to perform prolonged computer use and view computer screens • Ability to perform essential functions with or without reasonable accommodation

🏖️ Benefits

• Competitive benefits • Continuous training • Personal and professional development opportunities • Minimal travel may be required on an as-needed basis

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