Customer Marketing Manager

Overview

The General Medicine Product and Provider Customer Marketing team develops screening and diagnostic tests, services and marketing campaigns across the patient and provider journeys with the key objective of growing the business for Labcorp’s full portfolio that improves health and improves lives. Labcorp is seeking a Customer Marketing Manager in India to help lead day-to-day customer engagement and messaging analysis, align marketing with customer experience needs, market trends, data-driven insights and business priorities.

To elevate our team’s ability to obtain and act on the Voice of the Customer and achieve our goals of being a Patient & Provider Customer COE and an indispensable commercial partner to the business and clinical teams, we need a Diagnostics Customer Marketer who will focus on helping build and execute on a unified story for providers and the patients they serve, particularly with Labcorp’s Cardiometabolic offering and Digital Solutions. The Marketer will serve as the primary source of truth for General Medicine Provider Customer Marketing Leads and Product/Segment Leads and Clinical & Digital Solution team to coordinate how Labcorp engages with customers, ensuring a single voice and maintaining brand equity. This role may identify business or customer questions to be solved by market research or competitive intelligence, market sizing, data deep dives, or collaborate with the IT & AI teams to orchestrate key messaging and data driven insights for our GTM plans. The Marketer will also work across the General Medicine Customer Marketing and Product team to extract key views from several customer insights sources in order to establish a routine reporting single dashboard for our team to use with Division and other sales leaders as well as  communicate internally across marketing how we’re doing with establishing and maintaining a unified voice with customers, consistent messaging and engaging them in a productive, thoughtful, and impactful manner. This will reduce inconsistency and improve relevance and impact across Labcorp teams engaging providers and patients.

Roles and Responsibilities:

• Become an internal voice of patients and providers by data mining internal and external customer insight data to understand customer trends, mindset, behaviors, needs, pain points and ways of working in order to influence GTM plans for General Medicine and Primary Care Marketing
• Help elevate the team’s outside-in thinking and customer knowledge by developing and delivering monthly or ad hoc customer insights overviews so the Product, Segment, Customer Marketing and C&DS teams can grow their customer-centric quality of marketing work across our team’s products (tests + experience), thought leadership, solutions, and services
• Design, execute and optimize campaign plans that deliver on business objectives and ensure reach into target audience, and continued nurture and qualification of leads. Key responsibilities include:
  • Orchestrate delivery of campaign plans to ensure alignment with marketing plan
  • Manage campaign and annual marketing plan calendar & timelines
  • Lead tactic sequencing and prioritization, manage multi-channel projects (Workfront platform)
  • Guide content strategy and messaging architecture across all marketing channels (media, web, email, sales, events, etc.)
  • Aggregate and analyze campaign performance data and report on key performance indicators (KPIs) and insights to drive optimization and maximize campaign effectiveness
• Lead recurring meeting cadence with product, customer marketers and channel partners to identify and define project requirements, scope and objectives
• Consistently work with Insights and Analytics team on market sizing, pulling data on the competition, managing business / customer dashboards and owned / paid media dashboards to help guide Quarterly Executive Scorecard reporting and quarterly insights and reporting
• Partner with Product/Segment leads, Patient & Provider Customer Marketing leads to understand business goals, strategies, product positioning and customer marketing campaigns and events. Establish customer engagement and messaging standards, set goals and measure progress against strategic objectives for Labcorp internal consistency and external patient and provider beliefs and behavior.
• Lead project communication to keep stakeholders informed, engaged and motivated to maximize the value delivered from the project / roadmap
• Manage third party vendors or in-house channel partners to execute on campaign plan, asset development and delivery
• Enable delivery of the brand experience, voice, and visuals across all marketing channels
• This is a general expectation for a Diagnostics Customer Marketer and it is understood that additional duties and responsibilities may be assigned, which may not be reflected in this memo. Employees are expected to communicate any challenges that would prevent the completion of any assigned tasks and responsibilities.

Requirements:

• Bachelor’s degree in marketing, Communications, Data Science, Project Management or a related field
• 7+ years  of work experience in marketing, market research, or general business management
• Specific experience in provider and patient marketing within healthcare preferred
• Strong ability to derive actionable business insights from qualitative & quantitative market research and other data sources
• Working knowledge of marketing automation platforms, CRMs and project & data management tools (e.g. Tableau, Salesforce, Eloqua, Workfront, SmartSheet) as well as Microsoft Office Tools (PPT, Word, Excel)
• Proven results with marketing program strategy, planning, development, and implementation through omni-channel approaches (digital, social, print, email, webinar and face-to-face events, etc.)
  • Knowledge of account-based marketing (ABM)
  • Strong understanding in channel strategy
  • Robust understanding of the target audience and the customer journey to enable strategic campaign design
  • Experience in marketing automation, especially Eloqua, and working knowledge of customer relationship manager (CRM) databases are a must.
• Strong understanding of the digital marketing technology landscape and best practices desirable
• Strong communication, copywriting and editing skills needed
• Highly organized with strong project management and data analysis skills
• Effective communicator
• Able to work through a highly matrixed organization

Ideal Candidates Will Be:

• A positive self-starter with a see it/own it/do it mentality who can work both independently and with a team
• A planner who can manage multiple tasks and deadlines using strong communication skills, attention to detail and organization/prioritization/problem solving skills
• Highly adaptable and flexible, with an ability to change direction when needed and clearly communicate such change in a timely and visible fashion 
• Ability to effectively interact with and move a group toward a common direction
• A partner who can work with cross-functional teams to bridge the gap between discrete data and customer-focused insights to inform Go To Market plans and Provider + Patient marketing campaigns.
• Open to working across time zones

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

We encourage all to apply

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