Job Description Summary

As Manager, Customer Engagement and Insights, you will be responsible for the strategic oversight, execution, and performance of PureWick™ direct-to-consumer Customer Relationship Management. This individual must have the ability to build, manage, and optimize an end-to-end CRM program across e-mail, text, surveys, chat, and emerging digital tools.

This role requires expertise in the creation and management of CRM programs and customer journeys across lead nurture, customer retention, and overall experience across the customer lifecycle. This role will require daily collaboration with marketing, sales and customer service resources, business owners, IT, analytics, and finance teams. Experience with journey automation, cohort and segment management, deliverability, reporting & analytics, attribution, testing, and campaign setup are required. Experience with subscription programs is preferred. This role will be responsible for multiple customer segments and touchpoints requiring different levels of interaction, complexity, and measures of success.

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. 

BD Home Care Business

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.      

Key Responsibilities:

• Responsible for the creation and optimization of the communication strategy and execution for marketing and transactional communications across the customer lifecycle

• Manages a variety of nurture, retention, survey, customer support and transactional communications across Salesforce Marketing Cloud, focusing on delivering positive improvements to program KPI including conversion and lifetime value (LTV), as well as standard CRM engagement metrics

• Drives increases in deliverability, sender score, and customer satisfaction

• Drives improvements in KPI monitoring and analytics programs across the full lifecycle of the customer’s experience

• Manages copy and creative execution in partnership with marketing, design, and development resources

• Supports copy and creative approval with internal stakeholders including marketing team, legal, and privacy

• Collaborates with digital and phone sales and customer service channels to ensure a holistic approach to driving improvements in conversion, LTV, and customer satisfaction

• Monitors and reports on analytics across the customer journey to ensure 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

• Has a deep understanding of key innovations and consistently leverages e-commerce and direct-to-consumer best practices

• 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 5+ years of experience managing end-to-end CRM programs across e-mail, text, surveys and other digital communication tools