Sr. Marketing Manager, Customer Experience (Irvine, CA) - Mentor - 2406163184W

　　Description

　　The Marketing Manager, Customer Experience, is responsible for developing customer focused solutions that support surgeons and their staff so that working with Mentor is seen as seamless, easy and a pleasure. You will also be responsible for shaping fulfillment, onboarding, in support of the end-to-end patient experience for patients undergoing augmentation or reconstruction. You will work across the brand to deliver a patient & customer experience that delights the patient & customer and supports Mentor’s business strategy and objectives. The successful candidate will have experience with understanding and executing an omnichannel strategy that best meets the needs of surgeons and patients.

　　You will be a member of the Mentor US Marketing team, working closely with the Breast Implant Marketing Lead and Tissue Expander Marketing Lead. You will partner and collaborate with field-based Representatives, sales operations, sales training, professional education, and HEMA to deliver, measure, and optimize the patient and customer journey, ensuring that patients and customers have a seamless experience with Mentor programs and resources.

　　A Day in the Life

　　Partners with Breast Implant (BI) Strategy Lead: works with the BI Strategy Lead to develop an end-to-end engagement strategy and plan that supports patients as they navigate their augmentation and reconstruction journey. Also, will work with BI Strategy Lead to develop a customized B2B2C strategy that incorporates new and innovative ways to bring value to surgeons in a competitive aesthetic marketplace.

　　Partners with Tissue Expander (TE) Strategy Lead: works with TE Lead to develop and end to end engagement strategy and plan that supports breast cancer patients as they navigate their reconstructive journey. Also, will work with TE Lead to build and execute end to end programs and resources to targeted customer groups i.e., residents/rising stars.

　　Partners with Global Digital/Social Marketing Lead: works closely with digital/social Marketing Lead to identify and pull through social channels/messages that support customer experience.

　　Customer-Centric Design Process: Engage patients, surgeons, KOLS and field force in co-creating and continuously optimizing solutions.

　　Goal Setting: Define KPIs and establish metrics and goals for programs.

　　Communications Planning: Lead communications planning and development (targeting, messaging, creative, channels) and training in support of customer and patient programs

　　Business Planning: Support US Marketing business planning efforts for Mentor ensuring an integrated strategic plan with aligned objectives, execution, and resourcing; own strategic recommendation for patient and customer programs that support business goals and objectives.

　　Culture: Support a culture of learning, smart risk-taking and enjoys multiple projects and a fast pace

　　Qualifications

　　Required

　　Bachelor’s degree

　　8-10 years of relevant marketing experience is required

　　Proven track record of success developing & executing programs end to end to drive growth, build and enhance customer retention and loyalty

　　Strong project leadership, problem-solving, and solution driven skills

　　Strong presentation and communication skills

　　This role will be based in Irvine, CA and may require up to 25% travel domestically including weekends

　　Preferred

　　MBA Degree

　　Demonstrated ability to work across organizational boundaries through influence, negotiation and partnership

　　Strategic-minded with excellent strategic, project management and execution skills

　　Experience in developing talents and capability to provide guidance, coach, train, and motivate others

　　People leader experience preferred

　　Relevant Marketing, Sales, Agency experience

　　The anticipated base pay range for this position is $118,000 to $203,550

　　This job posting is anticipated to close on February 2nd, 2024. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications

　　Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

　　Primary Location NA-US-California-Irvine

　　Organization Mentor Worldwide LLC (6177)

　　Travel Yes, 25 % of the Time

　　Job Function Channel & Partner Marketing

　　Req ID: 2406163184W