Consumer Experience Lead, Retention Services (Remote, Pharma CX)

This isn't a general customer experience role with "pharma" tacked on — it's built specifically around the regulatory machinery of pharmaceutical marketing. Veeva Vault submissions, MLR promotional review, vendor SLA oversight: if those terms are familiar from your own career, this listing was written with you in mind. If they're not, the 10-year experience requirement makes clear this isn't an entry point into the space.

The role sits at the intersection of operations and data — reviewing vendor-supplied reporting, spotting gaps and trends, and turning scattered inputs into something leadership can act on, all while keeping promotional materials compliant and on schedule.

About the Company

New Era Technology is a global managed technology service provider headquartered in New York, with more than 1,500 employees and over 80 offices across the Americas, UK, APAC, and Europe. It serves more than 14,500 customers across industries including healthcare, finance, education, and government, offering services spanning managed IT, cybersecurity, cloud, and collaboration technology.

Primary Duties

• Leading day-to-day operations for enterprise CX and retention initiatives across commercial operations
• Managing external vendor relationships: deliverables, performance monitoring, contracts, and complex issue resolution
• Owning the end-to-end Veeva submission process, ensuring promotional materials are compliant and on time
• Reviewing and synthesizing vendor data across inconsistent formats into clear business insight
• Partnering with internal analytics and data teams to validate vendor inputs and build scalable reporting
• Translating ambiguous requests into structured execution plans
• Driving continuous improvement across vendor management, promotional review, and reporting workflows
• Collaborating across Account Management, Marketing, CX, Data, and Compliance to stay ahead of project risk

Who Can Apply

• 10+ years of operational experience in pharmaceutical commercial operations, marketing operations, or CX
• Direct, hands-on experience with Veeva submission systems and MLR promotional review/approval processes
• Proven experience managing complex third-party marketing, data, and technology vendors, including contracts and SLA performance
• Demonstrated experience turning unstructured data into executive-level reporting
• Bachelor's degree in Marketing, Business Administration, Healthcare Management, Data Analytics, or a related field (Master's or industry certifications preferred)
• Strong proficiency with Veeva Vault (Promats/MedComms) and vendor management systems
• Familiarity with BI tools such as Power BI or Tableau
• Fluent English, written and spoken

Pay and Contract Details

• Pay: $71 per hour, as listed (the posting shows the same figure, $71–$71, as both the minimum and maximum of the range)
• Contract type: Not explicitly stated as employee vs. contractor
• Schedule: Normal business hours, with occasional work outside standard hours as needed; minimal travel
• Location: Fully remote

Benefits

Not listed in this specific posting. New Era Technology's general company benefits, as described on its own employer profiles, include health and dental insurance, a 401(k), life insurance, generous PTO, paid holidays and sick days, and an Employee Assistance Program — but since this listing doesn't confirm which of these apply to this specific role, don't assume they're included without checking directly with the employer.

A practical note for applicants: this role explicitly values comfort with ambiguity ("navigate evolving systems," "translate ambiguous or incomplete requests into structured execution plans"). If your experience leans toward well-defined, process-driven environments rather than building structure from scratch, it's worth weighing that against the role's actual day-to-day.

How to Apply

Apply through New Era Technology's official careers page. The company explicitly states it never asks candidates to pay fees at any stage and that legitimate communication only comes from an @neweratech.com address — worth noting given how often recruitment scams target remote, pharma-adjacent roles.