Manager, Customer Engagement and Insights

September 20

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Medical Devices • Biosciences • Medical Supplies • Laboratory Instruments • Reagents

10,000+ employees

Description

• Responsible for the creation and optimization of the communication strategy and execution for marketing and transactional communications across the customer lifecycle • Manages a variety of nurture, retention, survey, customer support and transactional communications across Salesforce Marketing Cloud, focusing on delivering positive improvements to program KPI including conversion and lifetime value (LTV), as well as standard CRM engagement metrics • Drives increases in deliverability, sender score, and customer satisfaction • Drives improvements in KPI monitoring and analytics programs across the full lifecycle of the customer’s experience • Manages copy and creative execution in partnership with marketing, design, and development resources • Supports copy and creative approval with internal stakeholders including marketing team, legal, and privacy • Collaborates with digital and phone sales and customer service channels to ensure a holistic approach to driving improvements in conversion, LTV, and customer satisfaction • Monitors and reports on analytics across the customer journey to ensure business health • Collaborates with marketing team members and cross-functional stakeholders to drive positive business outcomes through new tests, feature, initiative, and product/service launches • Communicates and advocates for new initiatives and enhancements to existing programs • Has a deep understanding of key innovations and consistently leverages e-commerce and direct-to-consumer best practices • Partners with data and analytics teams to understand KPIs, ensuring proper data are in place to measure performance and drive positive business outcomes

Requirements

• Minimum bachelor’s degree required, MBA preferred • Minimum 5+ years of experience managing end-to-end CRM programs across e-mail, text, surveys and other digital communication tools • Minimum 5+ years of experience working in a performance-minded e-commerce and phone-based sales operation with full visibility and management of end-to-end customer journey and KPI • Has effectively managed a variety of CRM tools and platforms, with Salesforce Marketing and Health Cloud experience preferred • Takes a customer-first approach to providing clear, compelling communications to support customers along their purchase and post-purchase journey • Demonstrates an understanding of the customer’s POV, allowing them to solve for pain points and increase customer satisfaction • Has an “always optimizing” approach and is consistently looking to improve program KPI through testing and innovation • Has a high level of comfort working with business stakeholders and cross-functional teams to solve problems through collaboration and problem-solving • Is a strong written, verbal, and visual communicator with the capability to synthesize data across a variety of sources into clear, actionable next steps for the business • Demonstrates a consultative approach to problem solving • Can serve as the PM and manage projects end to end successfully • Can build business cases to support key initiatives to obtain approval for funding • Experience in Healthcare space preferred