Job Description Summary
As Manager, Customer Engagement and Insights, you will be responsible for the strategic oversight, execution, and performance of our flagship direct-to-consumer Customer Relationship Management. You will have the ability to build, manage, and optimize an end-to-end CRM program across e-mail, text, surveys, chat, and emerging digital tools.
About the company:
They are one of the largest global medical technology companies in the world. Advancing the world of health™ is their Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
Home Care Business
This Home Care business is unique in that it can manufacture products for consumers in the home and service them through their medical distribution subsidiary. This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni-channels to drive awareness, engagement, conversion, and retention of their customers. The mission of the Home Care business is to deliver clinically superior solutions for people with chronic bladder conditions in their pursuit of normality and independence. Solutions include both products and services to support customers through their entire journey.
Primary Responsibilities:
• Optimizes the communication strategy and execution for marketing across the customer lifecycle.
• Manages, nurtures, retains, surveys, and provides customer support and transactional communications across the CRM, focused on positive KPI improvements including conversion and lifetime value (LTV), as well as standard CRM engagement metrics.
• Drives increases in deliverability, sender score, and customer satisfaction.
• Manages copy and creative execution in partnership with marketing, design, and development resources.
• Collaborates with digital, phone sales and customer service channels to ensure a broad approach to driving improvements in conversion, LTV, and customer satisfaction.
• Collaborates with marketing team members and cross-functional stakeholders to drive positive business outcomes through new tests, features, initiatives, and product/service launches.
About you:
• 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; Salesforce Marketing Cloud experience is a plus.
• 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 KPIs.
• Ensures a customer-first approach by providing clear, compelling communications along the purchase and post-purchase journey.
• Demonstrates an understanding of customer’s POV, allowing them to solve pain points and increase customer satisfaction.
• Works well with business stakeholders and cross-functional teams to solve problems through collaboration and problem-solving.
• Proven strong written, and verbal, communication skills; visual communicator with the capability to synthesize data into clear, actionable steps.
• Demonstrates a consultative approach, and capable of functioning as Project Manager and able to build business cases to support key initiatives.
• Experience in Healthcare industry preferred
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