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

• Minimum 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 KPI

• Has effectively managed a variety of CRM tools and platforms, with Salesforce Marketing and Health Cloud experience preferred

• Takes a customer-first approach to providing clear, compelling communications to support customers along their purchase and post-purchase journey

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

• Has an “always optimizing” approach and is consistently looking to improve program KPI through testing and innovation

• Has a high level of comfort working with business stakeholders and cross-functional teams to solve problems through collaboration and problem-solving

• Is a strong written, verbal, and visual communicator with the capability to synthesize data across a variety of sources into clear, actionable next steps for the business 

• Demonstrates a consultative approach to problem solving

• Can serve as the PM and manage projects end to end successfully

• Can build business cases to support key initiatives to obtain approval for funding

• Experience in Healthcare space preferred

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/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.

Primary Work Location

USA GA - Covington BMD

Additional Locations

USA CA - San Diego Bldg A&B, USA IL - Vernon Hills, USA MD - Sparks - 7 Loveton Circle, USA NJ - Franklin Lakes, USA TX - San Antonio

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 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 offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information

$97,700.00 - $161,100.00 USD Annual