Digital Marketing Manager

Job Description

The ideal candidate will expand the company's brand presence by finding the target audience to distribute marketing content to. You will create and implement the marketing strategy using both offline and online methods to gain new customers. The ideal candidate is both a self-motivated individual and a positive team player. 

1. Strategic Leadership & Execution

• Oversee and coordinate all digital initiatives, including app, website, online booking, and CRM platforms.
• Drive adoption of digital booking and home collection services across all customer segments.
• Develop operational strategies to optimize digital service delivery and efficiency.

2. Team Management

• Supervise cross-functional teams including IT, customer service, field coordination, marketing, and logistics.
• Ensure team alignment through daily briefings, weekly reviews, and KPIs tracking.
• Provide leadership, mentorship, and support for team growth and performance improvement.

3. Platform & Technology Oversight

• Ensure app/web platform functionality, usability, uptime, and Lab Information System (LIS) integration.
• Coordinate with IT and QA teams for timely feature releases and issue resolution.
• Monitor analytics tools to assess user behavior, system issues, and process gaps.

4. Customer Experience Management

• Track and improve customer satisfaction (CSAT) through digital channels.
• Ensure prompt resolution of customer queries, complaints, and rescheduling requests.
• Set up SOPs for home collection coordination, phlebotomist schedules, and real-time tracking.

5. Performance Monitoring & Reporting

• Design and monitor KPIs across all segments (tech, support, field, marketing).
• Generate monthly performance reports for management, highlighting trends, gaps, and opportunities.
• Drive decision-making using data-driven insights and user feedback.

6. Compliance & Quality Control

• Ensure operations follow ISO 15189:2022 standards, privacy policies, and regulatory requirements.
• Conduct periodic internal audits and quality checks on digital service delivery.
• Coordinate with the Compliance Officer to manage data protection and risk mitigation.

Job Requirements:

• Bachelor's/Master’s in Marketing, Digital Marketing, or related field.
• 5+ years of digital marketing experience, preferably in healthcare or diagnostics.
• Proven expertise in SEO, SEM, social media, and content marketing.
• Strong analytical, leadership, and project management skills.
• Knowledge of healthcare compliance and ethical marketing standards.