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Manager Analytics & Optimization
Saving lives starts with you. It starts with the chain of events you initiate when you work with McKesson Pharmaceutical - a chain that extends across the country and results in millions of people getting more from their healthcare.
As the leader in pharmaceutical distribution and supply chain management, McKesson Pharmaceutical delivers supply, technology and care management solutions to over 26,000 retail and 5,000 health system pharmacies nationwide. Our company includes three segments: Our domestic network of distribution centers ensures that our customers - and their patients - receive the right medicines and medical supplies at the right time. Our IT segment provides service and support for more than 2,400 systems in independent, chain, hospital, clinic and nursing-home pharmacies across the country. We work hard so that pharmacists can spend their time on patients - not paperwork. Our Center for Financial Services plays a critical role in ensuring that hospitals, pharmacies and retail chains receive pharmaceutical products quickly - usually within 24 hours. Our entire team works to ensure patients receive their medications efficiently and begin the process of healing.
Current Need
The Manager, Analytics & Optimization is a critical member of the eCommerce Marketing Product Management team. Using expertise in website customer experience analysis, Tealeaf CX, Adobe/Omniture SiteCatalyst, and other web analytics tools, this person works closely with leadership and internal customers to provide decision support and business insight. They extract, analyze, and compile available analytics and customer experience information from Tealeaf, Adobe/Omniture, and other sources. They then present findings and recommendations to support business unit and corporate goals and propose the best possible solutions to key business questions.
Position Description
1. Customer Experience tracking, analysis, recommendations, and optimization
2. Expand Awareness and Evangelize Customer Experience capabilities
3. Customer Experience Maturity Planning (roadmap planning)
Specific duties and responsibilities include:
- Be the subject matter expert and primary point of contact for web analytics and online customer experience using Tealeaf and Adobe/Omniture SiteCatalyst.
- Actively promote and evangelize the importance, necessity, and value of web analytics and customer behavior analysis to key product stakeholders.
- Analyze quantitative & qualitative web user data to measure site effectiveness, customer behavior & conversions, and then make data-driven recommendations to improve customer experience and web site effectiveness.
- Develop and implement best practices for using Tealeaf tools to analyze customer behavior.
- Create and maintain web analytics reporting templates (scorecards and dashboards) for use in the delivery of application, site, and campaign performance reports.
- Work with the project teams by participating in discussions to develop requirements for program or site enhancements.
- Collaborate with Business Owners to define success metrics (KPI's) and reporting requirements for new features and campaigns.
- Works with Product Management, Development and QA teams to ensure projects are implemented with appropriate data elements to track results.
- Work with IT Development, vendors and other teams as needed to verify data accuracy and correct as needed.
Key Interactions:
- Business: product management, Pharma Marketing Leadership, marketing partners, Pharma business owners
- IT: project management, development, QA, support
EXPECTED OUTCOMES/MEASUREMENTS
- Increased number of enhancements made to McKesson Connect based on Optimization analysis.
- Ability to measure before and after impacts of changes to McKesson Connect.
- Increased number of users of Tealeaf and Adobe/Omniture data.
- Expanded awareness of our Analytics and Online Customer Experience skills judged by the requests to assist with research, customer issues, and new projects.
- Improved performance for Marketing microsites as measured by the primary business goal of the sites.
Minimum Requirements
- 7+ years of professional experience
- Highly motivated and possess a strong passion for technology, and moreover the results that creative and effective use of technology can deliver
- Proven ability to work effectively with a variety of disciplines ranging from Marketing and Engineering team members to customers and strategic partners
- Experience with analytics and web optimization technologies
- Strong customer focus ¿ passion for customers and unflinching desire to always do what¿s right for them
- Team player ¿ inspires trust, leads by example, and contributes to others¿ success
- Organized, independent and able to switch rapidly between different projects
- Ability to build relationships across stakeholder community; to influence, coordinate and negotiate within cross-functional teams across the organization
- Strong business acumen and an understanding of business processes
- Excellent written, verbal, and interpersonal skills
- Good meeting facilitation and presentation skills
Additional Knowledge & Skills
- 2-4 years of experience with Tealeaf as a Tealeaf Admin or Business User
- Experience with Adobe/Omniture SiteCatalyst or other robust web analytics solution
- Working familiarity with web design and modern UI approaches
- Experience implementing web analytics, A/B MVT testing tools, or customer experience monitoring tools is a big plus.
Education
- BS in Business/Marketing or related field
Physical Requirements
General Office Demands
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McKesson
At McKesson, we've been empowering healthcare-and employees-for more than 175 years. As the nation's industry leader, we touch the lives of patients in virtually every aspect of healthcare.
We empower our customers by combining innovation, technology and strong relationships to deliver vital supplies and solutions. Ranked in the top 20 on the FORTUNE 500 with more than $100 billion in annual revenue, we also have the resources to empower our employees. Because at McKesson, we know that empowering healthcare starts with you.