Consumer Experience Lead, Retention Services

The role

This role provides operational leadership for customer experience and retention initiatives in a pharmaceutical environment. You will manage vendor relationships, Veeva submission processes, and data reporting to optimize business value.

What you will do

• Lead day-to-day operational activities supporting enterprise CX and retention initiatives.
• Manage external vendor relationships including deliverable tracking and contract execution.
• Own and manage end-to-end Veeva submission processes.
• Review, interpret, and synthesize data and reporting from multiple vendors.
• Identify data discrepancies, market trends, and optimization opportunities.
• Partner with internal analytics and data teams to validate vendor inputs.
• Translate ambiguous or incomplete requests into structured execution plans.
• Drive continuous process improvement across vendor management and reporting systems.
• Collaborate cross-functionally with Account Management, Marketing, Customer Experience, Data, and Compliance.

Required qualifications

• 10+ years of operational experience within the pharmaceutical industry.
• Direct, hands-on experience navigating Veeva submission systems and promotional review/approval (MLR) processes.
• Proven background managing complex third-party marketing, data, and technology vendors.
• Demonstrated experience synthesizing unstructured datasets and creating executive-level operational reporting.
• Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English.
• Ability to communicate effectively in English, both verbally and in writing.
• Bachelor’s Degree in Marketing, Business Administration, Healthcare Management, Data Analytics, or a related field.
• Strong proficiency with Veeva Vault (Promats/MedComms) and vendor management systems.
• Familiarity with business intelligence tools such as Power BI or Tableau.
• Regular use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment.
• Ability to communicate effectively in person, by telephone, and through video conferencing.
• Ability to view and read information on computer screens and printed materials.

Nice to have

• master's degree
• industry certifications

Benefits

• competitive benefits

About the company

New Era Technology is a global team of over 3,000 professionals. Their mission is to securely connect people, places, and information with end-to-end technology solutions at scale.