Sr Director, Service Marketing and Customer Success

As a leading innovator of women’s health, we at Hologic are empowering people to live healthier lives everywhere, every day. Our three divisions, Breast and Skeletal, Diagnostics and GYN Surgical rely on our Global Services teams to provide vital support across the world to our customers.

The Senior Director of Global Service Marketing and Customer Excellence is responsible for an all-inclusive up and downstream approach to develop and execute initiatives that maximize Hologic’s service market share and revenue. This role will take a strategic leadership position, guiding the global service marketing team and working closely with senior executives to shape and drive the overall service marketing strategy. Additionally, this role is responsible for an all-inclusive customer success and customer excellence organization.

The Senior Director will be tasked with developing and implementing strategies that ensure customers achieve their desired outcomes while using Hologic's services. This includes overseeing customer success, time and material management, and support processes to ensure a seamless and positive experience. The role involves working closely with cross-functional teams to address customer issues promptly and effectively, fostering long-term customer relationships, and driving customer retention and loyalty measured in customer renewal rate. The Senior Director will also partner with Service sales and field service leadership to build a customer QBR (Quarterly Business Review) program.

The appointed Senior Director will partner with teams across the globe and across divisions, including but not limited to R&D, Business Development, IT, Service Sales, Global Services, Pricing, and Product Portfolio leads. Additionally, this role will align with the Global Revenue Strategy & Performance, Global Product Strategy & Performance, and other commercial service roles to ensure cohesive and effective strategies.

Collaboration with internal partners and additional stakeholders is required to drive alignment on objectives, clear paths to execution, and the delivery of measured outcomes. This role is highly dynamic, requiring exceptional leadership, strategic vision, and time management skills to effectively execute multiple projects simultaneously.

Essential Duties and Responsibilities:

• Lead the development, ownership, and execution of the strategic marketing plan for the Service portfolio, ensuring divisional alignment with the long-term strategic goals to drive Service revenue growth.
• Develop, own, and execute strategic initiatives focused on customer success and customer excellence, ensuring the delivery of exceptional service experiences and building long-term customer loyalty.
• Drive organizational capability building, focusing on customer success, customer experience, and the commercialization of service offerings.
• Cultivate a culture of service innovation in collaboration with divisional R&D, IT, Marketing, and Sales teams.
• Partner with Business Development to ensure the inclusion of innovative service offerings and solutions throughout evaluation and integration phases.
• Provide strategic direction for workforce planning and capability building in partnership with Field Service Engineering, Service Engineering, and Connectivity Solutions to optimize service delivery.
• Lead and execute SureCare® branding initiatives, serving as the head of the SureCare® Global Brand Council to ensure a united strategy across divisions and global regions.
• Assess and integrate new capabilities in connectivity and digital health to enhance service and commercial value propositions.
• Oversee commercial product launch excellence, ensuring robust product team collaboration to include service needs in commercial product launch.
• Establish clear portfolio priorities and create alignment with franchise leads across divisions to achieve service growth objectives.
• Define and evaluate key performance metrics, maintaining monthly and quarterly reports on marketing activities, results, efficiencies, and business impacts, including demand generation, content marketing, and segmented campaigns.
• Foster relationships with key customers to deepen understanding of their workflows and service needs, leveraging insights from key opinion leaders to strengthen commercial strategies and drive service sales growth.
• Provide regular feedback on service sales performance, market trends, new target accounts, and opportunities for service sales growth and new product development.
• Maintain deep technical knowledge to support the sales force in service product positioning.
• Prepare and manage the service budget, allocating funds to activities that enhance SURECARE brand awareness, generate new service revenue, and improve customer loyalty.
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