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. You will have the ability to build, manage, and optimize an end-to-end program across e-mail, text, surveys, chat, and emerging digital tools.

Associates will be required to be on-site Monday - Thursday and may work at home on Friday. On-site locations can be either Covington, GA or Franklin Lakes, NJ.

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.      

Primary Responsibilities:

• Optimizes the customer marketing strategy and execution for customer communications in a Direct to Consumer (DTC) set up across the customer journey.

• Manages conversion, retention, value-add, survey and transactional communications, focused on KPI improvement.

• Defines and oversees the deployment of marketing campaigns including, lead nurture, retention, promotion, surveys that increases customer lifetime value (LTV) and other engagement metrics.

• Drives improvement in deliverability, sender score, and customer satisfaction.

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

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

• Collaborates with marketing team members and cross-functional stakeholders to drive positive business outcomes through new tests, features, initiatives, and product/service launches.

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About you:

• Bachelor’s degree required.

• Minimum 5+ years of experience managing Direct to Consumer (DTC) end-to-end campaigns across e-mail, text, surveys and other digital communication tools; Salesforce Marketing Cloud experience is a plus.

• Minimum 5+ years of experience working in a performance-minded DTC e-commerce organization with full visibility and management of end-to-end customer journey and KPIs.​

• Ensures a customer-first approach by providing clear, compelling communications along the purchase and post-purchase journey.

• Demonstrates an understanding of customer’s POV, allowing them to solve pain points and increase customer satisfaction.

• Works well with business stakeholders and cross-functional teams to solve problems through collaboration and problem-solving.

• Proven strong written, and verbal, communication skills; visual communicator with the capability to synthesize data into clear, actionable steps.

• Demonstrates a consultative approach, and capable of functioning as Project Manager and able to build business cases to support key initiatives.

• Experience in Healthcare industry preferred

Primary Work Location and Additional Considerations:

• We are interested in every qualified candidate who is eligible to work in the United States, however we are not able to sponsor Visas' at this time.

• We are interested in every qualified candidate who is eligible to work in the United States, however, we are not able to provide Relocation assistance at this time.

• We encourage Candidates near our BD Locations of: Covington, GA or Franklin Lakes, NJ.

Salary or hourly rate 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 or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information:

99,700.00 - 164,300.00 USD Annual

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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 Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.

#CLOLI

Required Skills

Optional Skills

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Primary Work Location

USA GA - Covington BMD

Additional Locations

USA NJ - Franklin Lakes

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 or hourly rate 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 or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information