Consumer Experience Lead, Retention Services

Operational leadership for customer experience (CX) and retention initiatives within a highly regulated pharmaceutical environment. This role oversees vendor-driven marketing operations, Veeva promotional submissions, data and reporting, and cross-functional execution while proactively identifying opportunities to optimize processes, resolve complex operational challenges, and scale business value. The ideal candidate functions with a high degree of autonomy, thrives in ambiguous environments, and connects detailed execution to overarching CX and retention objectives.

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.

EXPECTED HOURS OF WORK: This position generally operates during normal business hours; however, specific start and end times may vary based on business needs, workload, and job responsibilities. Occasional work outside of normal business hours may be required.

TRAVEL: Minimal travel may be required on an as-needed basis (REMOTE)

An individual must be able to perform the essential functions of the position, with or without reasonable accommodation. The requirements outlined in this job description are representative of the knowledge, skills, abilities, and other qualifications necessary to successfully perform the essential functions of the position. Reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable law.

This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or requirements of the position. Duties and responsibilities may be modified, added, or reassigned based on business needs.

EEO/AA Statement

New Era Technology is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, compensation, benefits, training, transfer, leaves of absence, discipline, termination, layoff, recall, and other terms and conditions of employment.

Below is the pay range of this position for considered candidates based on qualifications and experience.

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