Consumer Experience Lead, Retention Services

Role overview Lead operational execution for customer experience and retention programs within a regulated pharmaceutical environment. The role centers on vendor-driven marketing operations, promotional review submissions, and cross-functional delivery, translating ambiguous inputs into structured plans that scale business value and strengthen CX outcomes.

Responsibilities - Direct day-to-day operations across enterprise CX and retention initiatives within commercial operations - Manage third-party vendor relationships, including deliverable tracking, performance monitoring, and contract execution - Own end-to-end promotional submission workflows, ensuring materials are prepared, submitted, tracked, and compliant with regulatory timelines - Review and synthesize disparate vendor data across varied formats, surfacing discrepancies, trends, and optimization opportunities - Partner with internal analytics and data teams to validate vendor inputs and build scalable reporting infrastructure - Drive continuous improvement across vendor management, review workflows, reporting systems, and broader CX capabilities

Requirements - 10+ years of operational experience in the pharmaceutical industry across commercial operations, marketing operations, or CX capabilities - Hands-on experience navigating Veeva submission systems and promotional review/approval (MLR) processes - Background managing complex third-party marketing, data, and technology vendors with contract and SLA oversight - Demonstrated ability to synthesize unstructured datasets and produce executive-level operational reporting - Bachelor's degree in marketing, business administration, healthcare management, data analytics, or a related field - Proficiency with Veeva Vault (Promats/MedComms) and familiarity with BI tools such as Power BI or Tableau

Nice to have - Master's degree or relevant industry certifications

Benefits and work setup - Remote position with minimal travel on an as-needed basis