Director of Digital and Consumer Marketing

Director of Digital and Consumer Marketing

The overall objective of the Director of Digital and Consumer Marketing is to grow the corporate product brands online, through medical conferences and field team support. As well as fostering a cultrural of a fast learning and continuously improving organization that will enhance our competitiveness and drive profits. Director reports to CEO, and attends all internal, GPO and coporate meetings.

The leader of the team will impact the overall success of our organization by building and defining the external customer messaging and internal culture of our growing organization. We pride ourselves on having an organic startup feel, without the startup risk. So where do you fit in? Leaders make sure people not only see the vision, they live and breathe it. Your job is to be that type of leader, who can build, inspire and engage our new customer service and communications departmental team. We are looking for a highly motivated candidate to oversee digital marketing, call center customer service, culture implementation, medical conferences, and external and internal communication programs.

What you will be doing:

Build and enhance the customer service area through online, call center and interactive web programs designed to drive consumer ordering in real time interfacing with accounting and contact management programs.
Analyze web data and traffic to enhance and drive sales.
Build, lead and create Digtial and Call Center department.
Follow company procedures for customer follow up for both in bound and out bound customer calls. Outbound call rotation is a vital role to the success of this position. Many customers may require more attention. A daily routing system is in place to assist in the daily activities. Cover when needed.
Complete superior customer service and integrity shall be maintained throughout sales process, which includes but is not limited to returning phone calls and emails the day received from direct customers and facility health care professionals.
Oversee and grow our direct consumer business, through online and phone orders.
Secure, execute and facilitate all activates related to medical and consumer tradeshows on an annual basis.
Secure, coordinate and attend (when needed) all physician and nursing learning events on a national basis.
Interface with graphic designers, writers, sales director and management to execute sales collateral material, labels, boxes, newsletters, websites, new product launches etc. Follow established job jacket, job number process for all projects and files housed on computers and servers.
High overview understanding of digital marketing of consumer or pharmaceutical products, or fast learner of various platforms.
Able to direct and implant high functioning digital, call center team to perform web based customer support and digital marketing programs.
Lead the communications team to enthusiastically provide the highest possible quality of customer service both internally and externally.
Hire, train, motivate, and reward customer service representatives. Building out space, hiring part time customer service representatives, building overall department.
Develop and execute direct customer service programs, procedures, processes and activities to achieve business goals, increase productivity and improve efficiencies
Interact with customers regarding product usage, pricing and availability, order entry and shipping information, order cancellations, and returns processing.
Train, back up and support accounting and distribution manager, inputting orders, EDI ordering and oversight of reporting area.
Ensure prompt resolution of customer complaints/issues.
Organize, direct, and monitor daily activities of customer service communication representatives.
Monitor and analyze the productivity of customer service representatives, and generate reports based on analysis.
Monitor incoming and outgoing calls, web inquiries and email communications to observe customer service representatives’ demeanor, medical accuracy, and conformity to company policies and provide feedback as appropriate.
Monitor recorded phone announcement menus; update as necessary.
Provide direction for the support of clerical functions needed for processing an accurate order or customer request into our business system.
Direct team on outbound calls to customers, physicians and nursing providers to support revenue generating marketing initiatives or to acquire sales.
Manage and oversee consistent data management of database within Salesforce and Peachtree programs.
Manage execution with team of all internal, external consumers, distributor and healthcare provider newsletters and communications via Salesforce and Constant Contact.
Coordination, execution and complete follow through of all medical tradeshows and physician events.
Work in alignment with management to support sales model via direct mail, medical conferences, online and email marketing initiatives. Leading communications team for complete follow up.
Manage in association with your communication team the internal employee messaging and company perk program.
Acts as a liaison between employees and other executive management oversees whatever it takes to prove the organization is a great place to work, thanks to communication, vision, teamwork, and yes, even some perks.
Attend medical conferences, physician dinner/events and support product messaging on a national basis when needed.

Qualifications:

Five years Digital, SEO or Advertising management experience within outbound and inbound sales activities, sales, marketing or lead generation.
High energy, High engagement, High Moral Integrity. Able to multi-task. This is not an 8am-5pm position. Growth opportunity.
Experience with identifying, grooming, and managing talent to build great teams.
Understands how to use effective processes to drive a high energy culture, and meaningful career development of team.
Must be a proactive, self-starter and problem-solver with the ability to work effectively unsupervised.
Infectious sense of humor and the ability to thrive in an ever changing, fast-paced family owned environment.
Fix it personality.
3-5 years of experience in data entry within a contact management program, Salesforce preferred.
Excellent organizational and time management skills.
Minimum bachelor’s degree – or a great story.
Excellent communication, organization and time management skills.

What We Offer

Highly competitive company benefits/perks. See attached.
Health and Dental Insurance Coverage at 100% for full time members.
Three weeks paid time off for full time team members.
Simple 401K Retirement Plan. 3% match regardless of participation.
Income growth opportunity.
$75,000 base salary and 1% override on direct consumer sales. $5,000 approx. override.

Company Perks