Customer Journey Digital Experience Sr Manager

Digital Expert Profile

Objective

Define, implement and continuously improve the patient's digital experience across digital channels, e-commerce platforms, apps, and digital acquisition tools, ensuring alignment with company goals. Actively collaborate with other functions, mainly Retail, Marketing and Operations to streamline processes to provide a seamless customer experience across channels.

Main Responsibilities

Operational Management

· Maximize the conversion of leads generated by marketing through constant funnel optimization using data point.· Ensure the digital experience functions optimally and that patients receive service aligned with expectations. (quality management)· Collaborate with Customer Care to quickly resolve any patient issues and identify issue patterns· Present weekly performance metric reports to the team and involved business functions to monitor results.· Align the tone of digital communication in collaboration with Marketing, ensuring brand consistency.

Medical Product Management

· Collaborate with the Brand Manager to define products and categories to be positioned on the digital platform.

· Manage pricing and ensure a correct balance with the retail channel.

· Monitor product performance and adjust the offering based on best-selling categories and market trends.

Continuous Improvement

· Optimize the conversion funnel through incremental interventions and improvements to existing functionalities.

· Collaborate with retail teams to understand the user experience and develop business cases for optimization projects.

· Coordinate with Marketing to increase lead generation and reduce cost per lead.

· Test new features, functionalities and services thoroughly together with other functions to ensure smooth customer experience from start to end.

Innovation and Analysis (Digital Product Management)

· Analyze performance metrics and propose innovative solutions to improve the digital experience.

· Define the business requirements resulting in change requests, new features and services in line with market trends to increase sales.

· Communicate and collaborate with global digital product management and justify required investments based on supporting business cases

· Monitor user behavior data to identify strategic growth and innovation opportunities.

· Represent country’s interest towards the global product development

Goals and KPIs

· Increase revenue generated from digital channels.

· Improve conversion rates and reduce cost per lead/patient.

· Increase the Net Promoter Score (NPS) to measure patient satisfaction.

· Monitor specific metrics such as Customer Acquisition Cost (CAC) and Customer Lifetime Value (CLV).

Desired Profile

· Experience: 4 years in at least two different companies, ideally one in operational technology consulting and one in a corporate position.

· Skills: Experience in companies that have undergone digital or retail transformations. Preference for profiles with skills in Project management, digital product management, CRM (e.g., Salesforce), data analysis (Google Analytics, Tableau), and testing tools (Hotjar, A/B testing).

· Target Sectors: Telecommunications (multi-store, tech-oriented), supermarkets (service digitalization), FMCG beauty/luxury (e.g., L'Oréal), health brands in digitalization.

*Be Part of a Global Leader: Contribute to the success of Europe's #1 laboratory as we expand our impact in Mexico.

* Make a Real Difference: Your work will directly contribute to improving healthcare