BD - Covington, GA
posted about 2 months ago
As Senior Manager, Customer Experience, you will be responsible for the strategic oversight, execution, and performance of PureWick™ direct-to-consumer marketing initiatives. This role is pivotal in improving customer experience, conversion, and retention of our PureWick consumers. You will manage a portfolio of business-critical marketing operations across various domains including e-commerce, marketing journeys, analytics, customer support & sales, fulfillment, and finance. Your leadership will be essential in driving the success of our marketing strategies and ensuring that our customers receive the best possible experience. In this position, you will work closely with various stakeholders, including sales, customer service, and fulfillment operations, to ensure that program KPIs and SLAs are met. You will be responsible for monitoring and reporting on analytics across the customer journey, ensuring a holistic view of business health. Collaboration with marketing team members and cross-functional stakeholders will be key to driving positive business outcomes through new tests, features, initiatives, and product/service launches. You will also advocate for new initiatives and enhancements to existing programs, helping to prioritize new programs and launches in collaboration with business stakeholders. Your role will require a high level of awareness of project and program interdependencies, particularly in terms of budgeting, business contribution, and technology. You will support A/B testing, optimization, and performance management across the customer lifecycle, partnering with data and analytics teams to understand KPIs and ensure proper data is in place to measure performance and drive positive business outcomes.