Customer Engagement and Insights Manager

2 weeks ago

Covington, United States BD (Becton, Dickinson and Company) Full time
Job Description Summary

As a Customer Engagement and Insights Manager at BD, you will be responsible for the strategic oversight, execution, and performance of our direct-to-consumer Customer Relationship Management (CRM) program. This role requires expertise in building, managing, and optimizing end-to-end CRM programs across email, text, surveys, chat, and emerging digital tools.

This position demands a deep understanding of customer journeys, including lead nurture, customer retention, and overall experience across the customer lifecycle. You will collaborate daily with marketing, sales, and customer service resources, business owners, IT, analytics, and finance teams to drive positive business outcomes.

Key Responsibilities:
  1. Develop and execute a comprehensive communication strategy for marketing and transactional communications across the customer lifecycle.
  2. Manage a variety of nurture, retention, survey, customer support, and transactional communications across Salesforce Marketing Cloud, focusing on delivering positive improvements to program KPIs, including conversion and lifetime value (LTV), as well as standard CRM engagement metrics.
  3. Drive increases in deliverability, sender score, and customer satisfaction.
  4. Improve KPI monitoring and analytics programs across the full lifecycle of the customer experience.
  5. Manage copy and creative execution in partnership with marketing, design, and development resources.
  6. Support copy and creative approval with internal stakeholders, including marketing teams, legal, and privacy.
  7. Collaborate with digital and phone sales and customer service channels to ensure a holistic approach to driving improvements in conversion, LTV, and customer satisfaction.
  8. Monitor and report on analytics across the customer journey to ensure business health.
  9. Collaborate with marketing team members and cross-functional stakeholders to drive positive business outcomes through new tests, feature, initiative, and product/service launches.
  10. Communicate and advocate for new initiatives and enhancements to existing programs.
  11. Have a deep understanding of key innovations and consistently leverage e-commerce and direct-to-consumer best practices.
  12. Partner 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:

  • A minimum of a bachelor's degree, with an MBA preferred.
  • A minimum of 5+ years of experience managing end-to-end CRM programs across email, text, surveys, and other digital communication tools.
  • A minimum of 5+ years of 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.
  • Effective management of a variety of CRM tools and platforms, with Salesforce Marketing and Health Cloud experience preferred.
  • A customer-first approach to providing clear, compelling communications to support customers along their purchase and post-purchase journey.
  • An understanding of the customer's point of view, allowing them to solve for pain points and increase customer satisfaction.
  • An always-optimizing approach and a consistent desire to improve program KPIs through testing and innovation.
  • A high level of comfort working with business stakeholders and cross-functional teams to solve problems through collaboration and problem-solving.
  • Strong written, verbal, and visual communication skills, with the ability to synthesize data across a variety of sources into clear, actionable next steps for the business.
  • A consultative approach to problem-solving.
  • The ability to serve as a project manager and manage projects end-to-end successfully.
  • The ability to build business cases to support key initiatives and obtain approval for funding.
  • Experience in the healthcare space is preferred.

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