Senior Omnichannel Enablement Analyst at Olympus Corporation of the Americas in Westborough, MA
Are you looking for a company that cares about people's lives and health, including yours? At Olympus, we help make people's lives healthier, safer and more fulfilling, every day. Let's inspire healthier lives, together. Job Description The Omnichannel Enablement Specialist is responsible for ensuring that Omnichannel functions are fully enabled with a complete and integrated set of best practices for our technology platforms to maximize efficiency and effectiveness. This person will create end to end processes and solutions that drive the Omnichannel approach, enable Olympus' Commercial teams and create a consistent customer experience. They will ensure adoption of these solutions through change management within the broader Sales, Marketing and Operations teams. The Specialist will be measure success through KPIs, ROI and creating measures for campaign activities and the overall program. Job Duties Drive change management initiatives to ensure adoption and deployment of Omnichannel platforms and processes including awareness building, training, and usage monitoring Create streamlined pathways for the deployment of omnichannel initiatives through system automation and process improvement Oversee operations of end to end customer satisfaction - including surveys, measurement, customer feedback, process improvement and feedback, etc. Establish, measure and message operational KPIs and impact metrics for both overall program success and individual campaign activities Collaborate with cross-functional teams on platform selection, implementation, standards, and improvement efforts across in-house tech platforms Assure visibility to all customer touchpoints within the Salesforce platform to further enhance a 360-degree view of the customer and create workflows for a superior customer experience Provide subject matter expertise in Digital and Omnichannel technology architecture patterns, stack capabilities and services to ensure global scalability and reusability. Manage vendor relations for Omnichannel specific technologies and platforms. Understand vendor roadmaps and drive new initiatives with these vendors to advance Omni priorities Collaborate closely with digital marketing teams and their external agencies Drive new Go to Market strategies that deliver a unified customer experience - including self-service, e-commerce and other touchpoints Manage the end user experience for sales reps and other team members, ensuring ease of use and adding features to streamline tools and processes Job Requirements REQUIRED QUALIFICATOINS Bachelor's Degree in Business, Digital Marketing, Software Solutions, Technology, Analytics or related field preferred; or equivalent experience Minimum of 6-8 years in a technology/enablement role with hands on experience implementing and driving adoption of technology solutions. Ideal candidate will be fully prepared to take on more than one of three functions:
Omnichannel Enablement - From a technical perspective, integrate functionality of systems, and leverage their capabilities across the omnichannel journey, solutioning process improvement, and measuring/messaging the KPIs around the program Change Management - Develop methods to encourage adoption of systems and processes, with broad teams that have various reporting lines. Customer Experience - Advocate for internal (Sales) and external customer experience by collaborating with manager on customer satisfaction initiatives. Experience with Office 365 and Salesforce stack required. Familiarity with Power BI and Pardot preferred PREFERRED QUALIFICATIONS Healthcare/Medical Device experience desired Experience coordinating cross-functional teams to deliver on customer-facing activities. Demonstrates ability to think holistically about customer experience. Broad understanding of multiple integration technologies and strong experience collaborating with and guiding cross-functional teams Good understanding of the interplay between omni-channel content creation, distribution, and audience/content optimization on owned or paid channel Strong track record in quickly adapting and integrating new customer experience and data management workflows Demonstrated ability to develop creative solutions to address critical business needs Proven analytic and problem-solving skills Strong negotiation and influencing skills Self-directed individual with ability to multi-task on concurrent projects.
Salary Range:
$80K -- $100K
Minimum Qualification
Brand Marketing & ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Omnichannel Enablement - From a technical perspective, integrate functionality of systems, and leverage their capabilities across the omnichannel journey, solutioning process improvement, and measuring/messaging the KPIs around the program Change Management - Develop methods to encourage adoption of systems and processes, with broad teams that have various reporting lines. Customer Experience - Advocate for internal (Sales) and external customer experience by collaborating with manager on customer satisfaction initiatives. Experience with Office 365 and Salesforce stack required. Familiarity with Power BI and Pardot preferred PREFERRED QUALIFICATIONS Healthcare/Medical Device experience desired Experience coordinating cross-functional teams to deliver on customer-facing activities. Demonstrates ability to think holistically about customer experience. Broad understanding of multiple integration technologies and strong experience collaborating with and guiding cross-functional teams Good understanding of the interplay between omni-channel content creation, distribution, and audience/content optimization on owned or paid channel Strong track record in quickly adapting and integrating new customer experience and data management workflows Demonstrated ability to develop creative solutions to address critical business needs Proven analytic and problem-solving skills Strong negotiation and influencing skills Self-directed individual with ability to multi-task on concurrent projects.
Salary Range:
$80K -- $100K
Minimum Qualification
Brand Marketing & ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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