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 CRM program across e-mail, text, surveys, chat, and emerging digital tools.

Associates will be required to be on-site Monday - Thursday in our Covington, GA office, and may work at home on Friday.

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 communication strategy and execution for marketing across the customer lifecycle.

• Manages, nurtures, retains, surveys, and provides customer support and transactional communications across the CRM, focused on positive KPI improvements including conversion and lifetime value (LTV), as well as standard CRM engagement metrics.

• Drives increases 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:

• 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; Salesforce Marketing Cloud experience is a plus.

• 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 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

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.

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Required Skills

Optional Skills

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Primary Work Location

USA GA - Covington BMD

Additional Locations

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