U.S. Pharmacopeial Convention Jobs

Job Information

The U.S. Pharmacopeial Convention (USP) Digital Products Marketing Manager in Rockville, Maryland

Description

Summary of the Position

(Senior) Digital Products Marketing Manager is an individual contributor position that will support product owners for all of USP’s externally facing digital products and touchpoints, with the exception of the USP.ORG website. These items include current and planned online products, mobile applications, and selected website content, as USP’s digital product portfolio grows and legacy applications retire. The position is responsible for driving adoption of all agreed upon product and service goals for given business plan periods (i.e., fiscal, quarterly and / or monthly targets which may be set in terms of revenue and / or based upon other metrics such as “# of accounts / new customer set ups, programs, conference attendance, number of donations, etc.). In addition, the position will be responsible for the on-going collection, monitoring, and reporting of agreed-upon performance metrics and customer feedback on specific USP digital products, including but not limited to; supporting the design-review life cycle of a product; designing, conducting and monitoring outreach through digital channels; managing advisory boards; receiving and responding to customer feedback; and creating and implementing communication plans in collaboration with product owners. The role will manage customer engagement and will develop and deploy marketing and communications including product documentation and training.

Roles and Responsibilities

  • Create and implement market outreach business and communications plans for new/planned and existing externally facing digital offerings. This includes managing all promotional materials for a new launch or major change/update, creating and updating both content, videos, and graphics, and managing current channels of communication including newsletters, social media, and Customer Advisory Boards.

  • Conducting follow-up after surveys, customer outreach campaigns, and social media campaigns, with appropriate use of analytics and A/B testing during development, to gauge impact of activities and provide information to product teams about customer feedback and needs.

  • Develops a deep understanding of the assigned industry needs and USP product and service offerings Help lead the development of future offerings with a combined focus on both the business and public health impact according to the customer needs and USP core strengths.

  • Work closely with the product team to establish key account targets, timelines, and account specific action plans to ensure successful program uptake. Ensure customers are shepherd through the USP process and that the new offering is meeting the customers’ expectations. Act as point person for customer interactions between accounts and USP.

  • Continually seeks out ways to improve current USP processes and systems to improve the customer experience.

  • Staying current with latest digital marketing trends and determining aspects that can be applied to digital portfolio.

  • Takes the lead to report on and escalate outage issues for any digital online products or systems inhibiting customers access to digital products.

  • Acts as back-up to handle customer service phone lines and e-mail accounts with technical issues with USP online compendial products and applications including tablet/mobile applications.

  • Managing the creation and updating of online documentation training for all digital products.

  • Coordinating meetings, preparing agendas, meeting notes, and following up on action items.

  • Attends conferences to promote the products and service offerings to new customers/partners as well as nurture and grow sales with existing customers.

Basic Qualifications

  • Bachelor’s degree in Marketing and Communications or a related field, or equivalent relevant experience.

  • At least five (5) years of hands-on experience managing projects related to digital platforms or an equivalent combination of training and experience.

  • At least two (2) years of experience in a customer-facing role or customer outreach engagement.

  • Minimum 1-year experience in a matrixed organization

Basic Qualifications

Senior Manager:

  • Bachelor’s degree in Marketing and Communications or a related field, or equivalent relevant experience.

  • At least eight (8) years of hands-on experience managing projects related to digital platforms or an equivalent combination of training and experience.

  • At least five (5) years of experience in a customer-facing role or customer outreach engagement.

  • Minimum 1-year experience in a matrixed organization

Preferred Qualifications

  • Demonstrated ability to support and execute on design-review life cycle of a digital product.

  • Demonstrated ability to create and execute on communication plans and marketing campaigns.

  • Demonstrated ability to use of analytics to drive marketing decisions.

  • Demonstrated ability to provide an excellent customer experience through web content, digital touchpoints, and when necessary emails and phone calls.

  • Ability and desire to work well with diverse employees and customers in a cooperative and friendly manner.

  • Exceptional written and verbal communications skills.

  • Science (Chemistry, Biology, Engineering, etc.) background a plus

  • Proficiency in a language other than English a plus

  • PMP is a plus

  • Experience with user-centered design a plus

  • Ability to thrive in a results-oriented environment with a strong customer service orientation and operate collaboratively at all levels of the organization in a highly technical environment

  • Ability to operate independently where appropriate, yet understands when to escalate issues and how to establish effective working relationships in a team setting

  • MBA in Marketing or Communications a plus

  • Working knowledge of Salesforce

Supervisory Responsibilities

None

USP offers an impressive benefits package, including:

  • Generous paid time off – 15 paid holidays, 10 sick days and 15 vacation days per year to start

  • An annual 401(k) contribution, beginning after 1 year of service, of 10% of pay (base and bonus) every pay period that vests immediately

  • Comprehensive individual and family healthcare plans with affordable premiums and low annual deductibles.

The U.S. Pharmacopeial Convention (USP) USP is an independent scientific organization that collaborates with the world's top experts in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP brings together more than 1,100 talented professionals across five global locations to deliver its mission to strengthen the supply of safe quality medicines and supplements worldwide.

USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, veteran status, sexual orientation, gender identity or any other protected class. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.

The following COVID-19 provisions will apply to selected candidate(s) hired:

As a condition of employment with United States Pharmacopeial Convention’s (USP) duty to provide and maintain a workplace that is free of known hazards, all employees and contingent staff hired after July 1st, 2021 are required to be fully vaccinated unless a reasonable accommodation is approved. Your recruiter will advise accordingly.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Category Ext. Affairs, Regulatory, & Communications

Job Type Full-Time

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