Director, Customer Experience Marketing

Key Responsibilities

• Define customer experience strategy for prioritized customer segments (End User and HCP)
• In collaboration with key stakeholders, define the long-term customer experience roadmap
• Translate insights into strategic direction and differentiated programs and engagement models
• Ensure alignment with the commercial priorities and between service, product, and commercial teams
• Support and guide key programs through prioritization, focus and alignment of resources
• Create processes and a culture to enable scale and consistency across business areas
• Manage discretionary budget with P&L accountability, to meet top and bottom-line business objectives
• Execute End User and HCP programs effectively to meet growth targets
• Continuously use market and customer insights to identify growth opportunities and improve ROI
• Partner with Customer Experience Operations team to enable seamless handoff from strategy to execution
• Create processes and operating rhythm to optimize roles and responsibilities between Customer Experience Marketing, Operations, and Business Areas
• Collaborate closely with Operations, BA Marketing, Sales, and Global teams
• Influence local and global stakeholders without direct authority to drive customer-first decisions and advocate for the needs of the US market

Leadership & Team Direction

• Evaluate and implement effective organizational set up
• Lead, develop, and inspire a high performing team
• Balance near-term execution needs with long-term organizational vision
• Provide regular business performance updates on key activities and results to US and Global Leadership and updates on key strategic priorities as required

Profile & Experience

• BS/BA, MBA preferred
• 7+ years Marketing experience
• 3+ years leadership experience
• International and domestic travel required (up to 20%)
• Proven experience leading customer experience, service marketing, or engagement strategy
• Strong ability to set strategy
• Experience operating in matrixed, cross-functional organizations
• Comfortable leading through organizational ambiguity and transition
• Executive-level communication and influence skills