Senior Director Service Growth
About the role
The Senior Director, Service Growth, Marketing & Customer Success – Americas at Smith+Nephew leads the growth of the company’s service business across the Americas region. This role requires a strategic and commercially driven individual with extensive experience in medical device service, commercial, or sales organizations.
Responsibilities
Develop and execute the Americas Service Growth strategy, including revenue and margin objectives.
Lead service business planning, forecasting, and performance management.
Identify new service opportunities and optimize existing offerings to achieve sustainable growth.
Partner with sales, marketing, operations, and finance teams to maximize service revenue and contract capture rates.
Establish and track key performance indicators to measure business success and support data-driven decision making.
Analyze market trends, customer insights, and competitive dynamics to shape service strategies.
Build and expand a portfolio of value-added service offerings that improve customer outcomes and business performance.
Develop compelling value propositions and pricing strategies across service offerings.
Create regional and global service marketing plans that drive awareness, adoption, and growth.
Develop and execute customer success strategies that improve engagement, satisfaction, retention, and loyalty.
Build strong relationships with key customers and stakeholders.
Monitor customer experience metrics such as CSAT and NPS and implement improvement initiatives.
Champion the voice of the customer and partner cross-functionally to enhance products, services, and support experiences.
Lead customer onboarding, service adoption, renewal, and expansion efforts.
Lead a high-performing team across service growth, marketing, customer success, customer care, and field operations.
Foster a culture of accountability, innovation, collaboration, and continuous improvement.
Mentor and develop future leaders while driving organizational performance.
Requirements
Bachelor's degree in Engineering, Marketing, Business, or a related discipline.
15+ years of leadership experience within a medical device service, commercial, or sales organization.
Extensive experience leading regional or multi-country business operations.
10+ years of people leadership experience managing high-performing teams.
5+ years of experience in service marketing, commercial excellence, customer success, or related functions.
Proven success driving revenue growth, profitability, and customer satisfaction.
Preferred Experience
MBA or other advanced business degree.
Strong understanding of the medical device industry and service business models.
Experience with Orthopaedics, Sports Medicine, ENT, or Advanced Wound Management markets.
Familiarity with SAP, Salesforce, or similar business systems.
What sets you apart?
A strategic thinker and transformational leader who combines commercial acumen with a passion for delivering exceptional customer experiences.
Comfortable operating in a fast-paced, complex environment and having a track record of turning insights into action while building strong cross-functional partnerships.
Travel
Up to 33% travel required.
Benefits
Smith+Nephew offers a comprehensive benefits package including:
401k Matching Program
401k Plus Program
Employee Stock Purchase Plan
Tuition Reimbursement
Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program
Flexibility: Hybrid Work Model (For most professional roles)
Training: Hands-On, Team-Customized, Mentorship
Extra Perks: Discounts on fitness clubs, travel and more!
Equal Employment Opportunity
We are committed to creating the greatest good for society. Our strongest investments are in our people and the patients we serve. We provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.