| The Manager Retail Operations Development is responsible for championing the patient experience across the business through the design, features, and operations of marketing messages to maximize outcomes of the retail brand. This role develops the vision, strategy, and brand positioning to create a highly engaging retail experience leveraging a variety of business strategies, marketing themes and technology platforms. This role leads or oversees patient research and marketing projects including product feature roadmaps, operational and marketing metric analysis and the continual capturing of consumer and patient feedback to drive the product. Working under limited supervision, this position also works in partnership with information systems, consumer experience, marketing, and clinical teams to enhance retail capabilities in the delivery of health care and further satisfy the patient?s expectations. |
| Provides overall leadership for cross-functional teams effectively working across the organization with key stakeholders to define retail experiences for the consumers and patients, and leverage patient insights and marketing channels/strategies in a way that is engaging and intuitive. Champions the patient experience across the business to ensure exceptional service is continuously provided to all patients across all channels and platforms. Works as part of a matrixed team partnering with information services, patient experience, and marketing in order to determine investment needs, projects and priorities. Plans, oversees and ensures completion of approved projects through internal and external resources. Leads or oversees patient research projects, taking patient feedback, wants, and needs into consideration to develop the go-to-market and execution road map. Communicates the brand vision and strategic plan for change to internal and external stakeholders. Develops a robust set of operational KPIs (consumer and business based) to track consumer/patient retail activity, platform leverage, and engagement. Conducts research identifying targeted customer segments and oversees the development of the effectiveness of brand campaigns and tactics, based on the discovered insights. Discovers and evaluates partnerships (internal & external), next generation technologies and customer/patient services by continuously searching and testing new retail concepts. Works closely with other teams to ensure the patient?s environment is optimized, expectations are exceeded, brand image is maintained. Performs other duties as assigned. |
| EDUCATION: |
| Required: Bachelor degree in Healthcare Administration, Business or related field Preferred: Masters degree in Healthcare Administration, Business or related field |
| EXPERIENCE: |
| Required: 5 years of retail management experience within a large, cross-functioning organization |
| LICENSURE/CERTIFICATION/REGISTRY/LISTING: |
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