The Customer Experience Director is responsible for owning and defining the end-to-end customer experience strategy across key customer segments (End User and HCP). This role requires exceptional communication and collaboration with Product Marketing and Operations to align customer experience execution with product priorities and messaging, and to clearly translate strategy into guidance that enables Operations to design and deliver experiences.
This role defines
when, where, and how customer experience initiatives come to life across channels and touchpoints. It centralizes customer experience and engagement expertise, clarifies ownership across the journey, and enables consistent execution of critical service programs.
The Director is part of the Chronic Care Marketing Leadership team, reporting to the VP of Marketing and works closely with stakeholders across the US and Global organizations.
Key ResponsibilitiesCustomer Experience Strategy & Ownership
- Define customer experience strategy for prioritized customer segments (End User and HCP)
- In collaboration with key stakeholders, define the long-term customer experience roadmap
- Translate insights into strategic direction and differentiated programs and engagement models
- Ensure alignment with the commercial priorities and between service, product, and commercial teams
Program Leadership & Enablement
- Support and guide key programs through prioritization, focus and alignment of resources
- Create processes and a culture to enable scale and consistency across business areas
- Manage discretionary budget with P&L accountability, to meet top and bottom-line business objectives
- Execute End User and HCP programs effectively to meet growth targets
- Continuously use market and customer insights to identify growth opportunities and improve ROI
Cross-Functional Partnership
- Partner with Customer Experience Operations team to enable seamless handoff from strategy to execution
- Create processes and operating rhythm to optimize roles and responsibilities between Customer Experience Marketing, Operations, and Business Areas
- Collaborate closely with Operations, BA Marketing, Sales, and Global teams
- Influence local and global stakeholders without direct authority to drive customer-first decisions and advocate for the needs of the US market
Leadership & Team Direction
- Evaluate and implement effective organizational set up
- Lead, develop, and inspire a high performing team
- Balance near-term execution needs with long-term organizational vision
- Provide regular business performance updates on key activities and results to US and Global Leadership and updates on key strategic priorities as required
Profile & Experience
- BS/BA, MBA preferred
- 7+ years Marketing experience
- 3+ years leadership experience
- International and domestic travel required (up to 20%)
- Proven experience leading customer experience, service marketing, or engagement strategy
- Strong ability to set strategy
- Experience operating in matrixed, cross-functional organizations
- Comfortable leading through organizational ambiguity and transition
- Executive-level communication and influence skills
At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:
- Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
- Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
- Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
- Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
- Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
- Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
- Competitive Compensation: The compensation range for this position is $172,000 - $256,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.
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