Hybrid: 2-3 days/wk onsite
The Digital Account Manager is responsible for shaping and optimizing the end-to-end digital customer journey across web and app platforms. This role ensures that every interaction is intuitive, seamless, and user-first, with a strong focus on driving engagement, satisfaction, and loyalty through best-in-class customer experience (CX), user experience (UX), and user interface (UI). Overall, this role blends digital account management, CX strategy, and hands-on platform oversight to create cohesive, user-centered digital experiences that support marketing and business objectives.
Must be proficient in Google Analytics and have strong experience understanding user journeys.
Digital Account Management & Stakeholder Enablement
- Act as a key point of contact for marketing and cross-functional teams, aligning digital priorities with broader marketing and business goals.
- Support integration of service line marketing campaigns, promotions, and content into digital platforms while maintaining standards and consistency.
- Coordinate and manage timelines, task lists, and day-to-day execution of website and app updates, including new features, content changes, and performance optimizations.
- Liaise with external vendors, agencies, and partners to support digital initiatives and ensure deliverables meet CX and performance expectations.
Customer Journey & Customer Experience Focus
- Enhance how patients and consumers interact with digital healthcare platforms by delivering seamless, intuitive, and engaging digital journeys.
- Advocate for user-first design principles so that all digital touchpoints are accessible, user-centric, and aligned with customer needs and expectations.
- Monitor and analyze KPIs for web and app performance to identify friction points, optimize the journey, and continuously improve CX based on data and user feedback.
- Serve as an internal CX thought leader by tracking CX/UX/UI trends, competitor activity, and innovative technologies that improve conversion, loyalty, and advocacy.
Platform Management, Optimization, and Analytics
- Support both front-end and back-end updates to keep platforms stable, secure, and optimized.
- Conduct ongoing QA testing to identify and resolve issues affecting usability, design, and performance.
- Collaborate with analytics teams to leverage tools like Google Analytics or Adobe Analytics for insight-driven optimizations.
- Support integration of personalization, analytics, and marketing automation tools to tailor experiences and improve the overall customer journey.
Key Skills & Background
- 5+ years in digital marketing, website/app management, or related roles with demonstrated impact on customer experience and digital performance.
- Hands-on experience with CMS platforms (e.g., WordPress, Adobe Experience Manager or similar) and familiarity with HTML, CSS, JavaScript concepts.
- Must be proficient in Google Analytics.
- Strong understanding of SEO, accessibility, usability, and digital analytics.
- Highly organized, analytical, and collaborative, with proven ability to support cross-functional teams and manage multiple initiatives at once.
- Bachelor’s degree in Marketing, Digital Media, Communications, or a related field.
