Brand Specialist & Customer Lifecycle

Job Description Brand Specialist & Customer Lifecycle Reports to: Marketing Strategy Manager Role Overview The Brand Specialist & Customer Lifecycle role is responsible for maintaining a unified brand presence across physical, digital, and community touchpoints while supporting patient retention, advocacy, and education throughout the customer journey. This role blends brand design, local marketing execution, reputation management, and patient‑centered communications to strengthen trust, consistency, and engagement across markets. This position serves as a key partner to marketing, clinical, operations, and community stakeholders, ensuring the brand is represented with empathy, clarity, and consistency at every stage of the patient lifecycle. Key Responsibilities Serve as a graphic designer/brand designer, ensuring visual identity consistency across digital and print assets, including social media, email campaigns, landing pages, conference and event materials. Manage unified brand assets and materials, including business cards, letterhead, and stationery needs, and swag and branded merchandise for HR, departments, executive team, incentives, and field promotions. Maintain and organize a centralized brand content library, including logos and templates, PowerPoint and Zoom assets, and staff photos and professional headshots. Order and manage local clinic marketing materials, including brochures, flyers, and signage. Create and maintain physician referral packets and printed educational materials. Coordinate and manage relationships with local directories and chambers of commerce. Support local award submissions and nominations, such as Top Doctor or community recognition programs. Respond to and manage non‑digital PR or community reputation concerns with professionalism and sensitivity. Support reputation recovery strategies, including provider‑ and location‑focused tactics to mitigate negative reviews, emphasis on review requests, automation, and personalized outreach. Facilitate patient story permissions and coordinate local testimonials to support advocacy and trust‑building. Support the patient journey with a focus on retention, advocacy and educational follow‑ups. Monitor feedback and sentiment, replying where appropriate, escalating to the dyad team when needed, and ensuring closure of feedback loops. Balance automated engagement programs with thoughtful personal outreach to enhance patient relationships. Required Skills & Attributes Empathetic, patient‑centered communicator with strong written and verbal communication skills. Detail‑oriented and process‑driven, ensuring strong follow‑through and consistent execution. Comfortable managing sensitive feedback and reputation issues with professionalism and diplomacy. Proactive and persistent, balancing automated programs with personalized outreach and follow‑ups. Credible brand representative and relationship builder, especially with community partners and internal stakeholders. Collaborative and adaptable, working effectively across digital, clinical, and operational teams. Creative storyteller with a patient‑first mindset, able to elevate trust, credibility, and advocacy. Resourceful and flexible, able to manage ad‑hoc and one‑off requests efficiently. Qualifications Bachelor’s degree in Marketing, Communications, Graphic Design, Branding, or a related field (or equivalent practical experience) 1–4 years of experience in brand marketing, design, customer lifecycle, healthcare marketing, or community‑based marketing Proficiency with design and brand tools (e.g., Adobe Creative Suite, Canva, PowerPoint templates, brand management systems) Experience managing print production, branded merchandise, or vendor coordination Familiarity with reputation management, patient/customer feedback workflows, or review platforms preferred Strong organizational skills with the ability to manage multiple projects across markets and timelines Healthcare, wellness, or service‑based industry experience is a plus About IVI RMA Global IVI RMA Global is a world leader in reproductive medicine with a mission to help individuals and couples achieve their family‑building goals through compassionate care and cutting‑edge science. With more than 80 clinics across the globe, IVI RMA is committed to advancing fertility through innovation, research, and personalized treatment excellence. Benefits IVI‑RMA offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week. Medical, Dental, Vision Insurance Options Retirement 401K Plan Paid Time Off & Paid Holidays Company Paid: Life Insurance & Long‑Term Disability & AD&D Flexible Spending Accounts Employee Assistance Program Tuition Reimbursement About IVIRMA North America IVIRMA is the largest group in the world devoted exclusively to human Assisted Reproduction Technology. Along with the great privilege of providing fertility care to our patients, IVIRMA embraces the great responsibility of advancing the field of human reproduction. IVIRMA Innovation, as one of the pillars of IVIRMA North America, is a renowned leader in fertility research and science. Check out our websites at: EEO “IVIRMA is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: IVIRMA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at IVIRMA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. IVIRMA will not tolerate discrimination or harassment based on any of these characteristics. IVIRMA encourages applicants of all ages.” #J-18808-Ljbffr IVI RMA GLOBAL