Senior Manager, Customer Experience - Remote
Becton Dickinson NA

Job Info

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Job Description Summary
As Senior Manager, Customer Experience, you will be responsible for the strategic oversight, execution, and performance of PureWick™ direct-to-consumer marketing initiatives. This individual will be responsible for improving customer experience, conversion, and retention of our PureWick consumers. The individual in this role must have the ability to manage a portfolio of business-critical marketing operations across e-commerce, marketing journeys, analytics, customer support & sales, fulfillment, and finance.

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our 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.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

Business Unit:

The Home Care business within BD is unique in that it can manufacture products for consumers in the home and service them through our medical distribution subsidiary, Liberator Medical. 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 our 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:

• Improves DTC customer experience, conversion, and retention through process, service, and technology optimizations/launches
• Responsible for DTC marketing operations from leads to order fulfillment
• Partners with sales, customer service, and fulfillment operations to ensure program KPI and SLAs are being met across internal and external partners
• Drives improvements in KPI monitoring and analytics programs across the full lifecycle of the customer's experience
• Monitors and reports on analytics across the customer journey to ensure holistic 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
• Helps drive prioritization of new programs and launches through collaboration with business stakeholders
• High level of awareness of project and program interdependencies in terms of budgeting, business contribution, and technology
• Supports A/B testing, optimization, and performance management across the customer lifecycle
• Partners with data and analytics teams to understand KPIs, ensuring proper data are in place to measure performance and drive positive business outcomes

About you: To be successful in this role, you will possess :

• Minimum bachelor's degree required, MBA preferred
• Minimum 10+ years experience as a senior level customer experience or operations manager
• Minimum 10+ years 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
• Previous supervisory experience is required.
• Demonstrated management of a portfolio of interconnected projects with an eye on synergy, efficiencies, resource management, and budget management
• Track record of delivering high-performing product and project enhancements with an "always optimizing" mindset
• Experienced with best practices in digital commerce, go-to-market strategy, customer service, inside sales, telephony, complaint management, and fulfillment
• Adaptable, demonstrating flexibility and the ability to address problems and opportunities across the end-to-end customer journey
• Has strong analytical skills and a high comfort level with creating and managing new analytics and reporting capabilities, including global KPI dashboards
• High level of comfort operating in an "optimize daily" environment
• Expertise in cross-functional program and product management
• Experience in Healthcare space preferred
• Has a deep understanding of the Home Care business to identify opportunities for improvement across processes, resource management, and innovation
• Has a deep understanding of key innovations and consistently leverages e-commerce and direct-to-consumer best practices
• Experience with call center sales and customer service and telephony
• Strong organizational skills to manage multiple projects concurrently

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

$ 121,700.00 - 200,700.00 Annual

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

#earlycareer

Primary Work Location
USA GA - Covington BMD

Additional Locations
USA CA - San Diego Bldg A&B, USA CA - San Jose - Montecito, USA DC - Washington, DC, USA IL - Vernon Hills, USA MD - Sparks - 7 Loveton Circle, USA TX - San Antonio

Work Shift

At BD, we are strongly committed to investing in our associates-their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You .

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information

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