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Director, Digital Marketing & Digital External Experience, D&T

Company: West Pharmaceutical Services, Inc
Location: Exton
Posted on: February 25, 2021

Job Description:

Director, Digital Marketing & Digital External Experience, D&T Requisition ID: 24885 Date: Jan 29, 2021 Location: Exton, Pennsylvania, US Director, Digital Marketing & Digital External Experience, D&T exton Pennsylvania Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate - which all help contribute to a Healthier World. At West, we are by the side of patients. The work we do impacts patients' lives each and every day - our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $1.84B in 2019. We serve by the side of our community. Giving back is in our DNA-our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program. Job Summary: Director, Digital Marketing & Digital External Experience, D&T will contribute to West's vision to create the premier digital platform to improve customer experience and, therefore, improve scientific & business outcomes. This role is critical to West's growth plan, is responsible for driving the development and execution of the digital marketing strategy and supporting the overall E-commerce strategy, including online demand generation, website customer experience and engagement, web analytics, and customer service. The ideal candidate possesses prior experience in life sciences/health care, business, digital marketing and IT. Additionally, they will possess strong leadership, project management, communication, and analytical skills, as well as experience working for data-driven, multi-channel e-commerce. The candidate will be able to identify key trends across the industry to connect with key consumer segments to promote brand loyalty and grow the business with respect to digital connectivity, community, and brand authenticity to deliver an integrated omnichannel customer experience. Using customer feedback, you will partner with key leaders across the company, as well as key partners outside of the company, to remove friction points in the customer experience striving to deliver consistency to the customer experience. You will develop data procedures and policies, and work closely with various departments to collect, prepare, organize, protect, and analyze data assets while ensuring the company meets industry best practices. Essential Duties and Responsibilities:

  • --Leadership
    • Provide inspirational leadership and direction to direct report teams and ensure the continued development and management of a professional and efficient organization.--
    • Identify, recruit, and retain exceptional talent.--
    • Cultivate transparent and robust working relationships across the organization, ensuring open communication about the measurement of financial, programmatic, and impact performance milestones against stated goals.--
    • Lead with a compelling strategic vision that aligns the customer's voice with the company's short and long-term goals and strategic plan.--
    • Digital Marketing Strategy and Planning
      • Identify a strategy for execution in alignment with long-range plans and strategic priorities to drive revenue and increase market share, developing strategic and operational plans for the team, managing execution, and measuring and delivering results.--
      • Responsible for developing the digital marketing budget, including annual budgets around advertising spend, return on ad spend, SEO metric vendors, customer growth, and other appropriate metrics.--
      • Maintain ongoing analysis of the customers' digital journey on and offsite to measure the effectiveness of the website, methods, costs, and results.--
      • Leverage customer insight and continuously monitor the competitive landscape and market conditions to identify opportunities, friction points, issues, and risks in order to recommend strategies and tactics.--
      • Drive customer acquisition and topline growth through SEM, SEO, affiliate marketing, and display retargeting focusing on revenue goals and expansion, all while being value and mission driven.--
      • Lead analytics team to understand user behavior across all digital channels to help improve site engagement and increase conversion of key metrics.--
      • Maximize return through testing, site optimization, content development, and improving the online customer experience.--
      • Direct digital marketing and content strategies across all products and online assets in support of overall business growth.--
      • Own user experience, monitor performance, and propose continuous improvements according to key metrics, such as traffic, time on page, conversion, order value, etc. in an agile framework.
      • Identify, contextualize, and recommend advancements in web technologies to create and drive new business opportunities.--
      • Oversee the planning and development of the site production calendar and ensure all cross-functional deliverables are met.--
      • Partner with product providers to understand, improve, and leverage their tech capabilities to streamline web assets such as content, pricing, etc.--
      • Analyze trends in web data, customer service, and other voice of customer sources to implement improvements to common issues and ensure a best in class experience.--
      • Ensure West delivers on its financial plans through online experiences.--
      • Other duties as assigned Basic Qualifications: --
        • Minimum 10 years of successful leadership experience in a complex, multi-brand, multi-channel global environment. Knowledge, Skills and Abilities:
          • Must have experience as a manager who can properly influence people, processes, and technology in a manner that enriches the company's culture and overall performance.
          • Must have a successful track record of leadership and the ability to attract, develop, and retain work class talent from diverse backgrounds.
          • Must be a team player, putting others before self, dedicated to speaking for the voice of customer even when it isn't popular, and able to actively engage stakeholders at all levels.
          • Must be customer-focused, both internal and external to the company.
          • Must be an outstanding servant leader with excellent interpersonal and communication skills.
          • Must be business savvy and have the ability to grasp and teach novel business models and strategic plans of the enterprise.
          • Must be highly adept and capable of building and maintaining trusting partnerships and relationships across the board with cross-functional partners, company vendors, and customers.
          • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
          • Able to comply with the company's safety and quality policies at all times Travel Requirements:
            • Must be able to travel up to 15% of the time - includes global travel Physical & Mental Requirements:
              • Must be able to work in a sedentary work environment
              • Must be able to communicate effectively, make quick decisions, interpret data, read & write, speak in front of groups, express & exchange ideas, understand direction and adhere to procedures
                West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please send an email to peggy.tayloe@westpharma.com . Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

Keywords: West Pharmaceutical Services, Inc, Wilmington , Director, Digital Marketing & Digital External Experience, D&T, Executive , Exton, Delaware

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