Group Manager II, Customer Experience

About the role:

The Group Manager, Customer Experience, is responsible for leading a team of marketing professionals designing programs to engage customers across a variety of channels. This individual helps to define and implement divisional strategy for both online and offline engagement with key physician audiences. As part of these responsibilities, this person will identify opportunities to accelerate the adoption of digital technology in creating unique experiences that help us to achieve business objectives. This person will also help to define the divisional strategy for engaging with key physician opinion leaders, including leadership engagement strategies, trade show and event plans and more. This person will have exposure to a broad set of business partners across the division, collaborating frequently with functional leadership, marketing and sales and senior leadership.

This individual will be a developer of people, looking to create opportunities for their team to influence leadership, marketing, sales and other functions. This leader will also be an agent of change, driving PI to adopt contemporary approaches to engaging customers that create a positive perception of Boston Scientific. Finally, this leader will place a premium on creating a differentiated and inclusive culture that attracts talent while enabling everyone to contribute their best.

Your responsibilities will include:

Own and coordinate the customer experience across touchpoints with Boston Scientific, including leadership engagements, trade show experiences and key digital touchpoints: 

• Put the customer at the center of all experiences and build programs and key initiatives around the customer 

Develop and execute a comprehensive plan to strategically engage key physician audiences including key customers, key opinion leaders, physician advisors and society leadership: 

• Developing and execute a comprehensive plan to 1) create exceptional experiences for physician audiences and 2) strategically coordinate leadership engagement with this group of key physicians. 
• Coach and mentor a high-performing team member in leading the development and execution of this plan. 
• Influence across the organization, removing barriers, getting alignment, driving change and implementing new process. 

Drive continued adoption of contemporary digital technologies, accelerating and scaling successful programs, seeking opportunities to pilot new approaches and placing a premium on metrics and reporting: 

• Coach and mentor a high performing team of automation managers and technology specialists. 
• Identify opportunities for the team, help to insert them into key workstreams, create alignment among key stakeholders and ensure that this team is put in a position to succeed. 
• Help the team in creating KPIs, measuring success and assertively communicating results to key stakeholders 

Lead future digital and technology investments, identifying opportunities, developing business plans and re-deploying resources where required: 

• Identify opportunities where digital and technology investments would advance PI’s business objectives 
• Put together business plans to implement new technology solutions, including digital commerce and omnichannel customer engagement 
• Align stakeholders from leadership, commercial and finance on investment strategies 

Maintain and expand relationships with key stakeholders to accelerate adoption of processes and systems: 

• Maintain relationships with a team of sales, commercial and IT leaders to provide frequent feedback on programs and implementation plans 
• Work closely with medical affairs to help coordinate key engagements as well as key tradeshow activities 
• Establish strong working relationships with marketing leadership, frequently communicating on business plans and priorities 
• Develop people and cultivate an exceptional culture 
• Views #1 job as the development of new stars; is an exceptional coach and mentor, creates opportunities for team members, listens often and helps them to achieve their career objectives 
• Create a differentiated environment where people can thrive and that others want to be a part of 
• Consistently recognize and reward excellence

Required qualifications:

• Minimum 8 years experience in marketing, medical/clinical affairs or sales 
• Minimum 2 years experience managing professional teams 
• Bachelors Degree required 
• Ability to travel up to 30% 

Preferred qualifications:

• Advanced degree (Masters, MBA) 
• Medical device, pharmaceutical or other healthcare experience 
• Strong track record of culture-building and people development 
• Excellent communicator and collaborator, a seasoned leader with strong interpersonal skills 
• Proven ability to influence and drive alignment across diverse teams to achieve consensus and execution of strategic initiatives 
• Experience creating excellent customer experiences across online and offline channels 
• Prior experience in customer-facing roles and strong voice with field sales organization
• Fluent in commercial digital technologies