Director, CRM and Customer Experience at Danaher Corporation

Brea, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Diagnostics, Biotechnology, Life Sciences, HealthcareIndustries

Requirements

Leadership and governance over Global IT Enterprise Architecture function, including leading a virtual Solution Architect team for annual business capabilities gap assessment and technology roadmap supporting commercial, operations, and end user productivity/collaboration technologies
Partnership with senior IT and business leaders for assessment, selection, deployment, sustainment, and sunsetting of enterprise platforms and execution of digital transformation
Expertise in technical strategy, design, and implementation of CRM capabilities and integration of force.com to the enterprise application ecosystem for Dx and LS stakeholders
Expertise in technical strategy, design, and implementation of Dx and LS eCommerce/eStore/PIM systems
Ability to improve operational excellence of Marketing and Web Order Management systems, increase visibility into electronic commerce, enforce PCI-DSS and SOx compliance, and streamline web operations to improve OTD metrics and customer experience
Technical/functional leadership and oversight for development and maintenance of Customer-facing Identity management including Keycloak enhancements and processes/APIs supporting eStore and public-facing applications (DxOne, IQAP, Learning systems, etc.)
Ability to develop an overall CRM and customer 360 strategy and roadmap meeting needs of Dx and LS stakeholders
Collaboration with executives to prioritize initiatives and spending based on risk management and financial methodology for eCommerce and IDM systems
Ability to develop, maintain, and promote compliance with industry best practices in Web/eCommerce systems
On-site role in Brea, California, reporting to the Chief Information Officer and part of the IT Leadership Team

Responsibilities

Establish business capabilities-based technology roadmap and strategies, architecture principals, standards, and best practices
Drive delivery of core digital services supporting BEC customer journey, partnering with field sales, service, Client Services Department (CSD), and end customers for platforms including Salesforce.com, Oracle CPQ, Servicemax, eStore/PIM, and Sitecore
Lead overall technical strategy, design, and implementation of CRM capabilities and force.com integrations
Lead overall technical strategy, design, and implementation of Dx and LS eCommerce/eStore/PIM systems
Provide technical/functional leadership for team activities in customer-facing Identity management and related processes/APIs
Develop CRM and customer 360 strategy and roadmap
Work with executives on prioritization of initiatives and spending for eCommerce and IDM systems
Ensure compliance and operational improvements in relevant systems

Skills

Key technologies and capabilities for this role

CRMCustomer ExperienceSalesforce.comOracle ConfigureeCommerceWeb PortalDigital StrategyTechnology RoadmapArchitectureBusiness Capabilities

Questions & Answers

Common questions about this position

Is this a remote position or does it require on-site work?

This is an on-site role located in Brea, California, as part of the IT Leadership Team.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What key skills and technologies are required for the Director, CRM and Customer Experience role?

The role requires expertise in CRM capabilities including Salesforce.com, Oracle Configure Price Quote (CPQ), Servicemax, eStore/PIM, and Sitecore, along with leadership in enterprise architecture, technology roadmaps, and digital transformation strategies.

What is the company culture like at Beckman Coulter Diagnostics?

The culture emphasizes belonging where unique viewpoints matter, continuous improvement through the Danaher Business System, and innovation for tangible impact in life sciences and diagnostics.

What makes a strong candidate for this Director role?

Strong candidates will have leadership experience in global IT enterprise architecture, partnering with senior IT/business leaders on technology roadmaps and digital transformation, and expertise in CRM platforms like Salesforce for commercial and customer journey initiatives.

Danaher Corporation

Water quality, diagnostics, and identification solutions

About Danaher Corporation

Danaher Corporation operates in key markets such as water quality, product identification, and diagnostics. The company provides precision instruments and advanced purification technologies for analyzing and managing water, ensuring its safety in various environments. In product identification, Danaher specializes in laser marking, coding, and packaging solutions that help maintain product freshness and accurate labeling throughout the supply chain. In the diagnostics sector, Danaher offers tools and software that enhance diagnostic confidence, enabling healthcare providers to deliver effective care. What sets Danaher apart from competitors is its unique Danaher Business System, which focuses on continuous improvement and empowers employees to drive change. The company's goal is to consistently deliver high-performance products and solutions while maintaining leadership in its markets.

Washington, District of ColumbiaHeadquarters

1969Year Founded

IPOCompany Stage

Industrial & Manufacturing, Healthcare, Consumer GoodsIndustries

10,001+Employees

Risks

Increased competition from Roche and Abbott in AI-driven diagnostics.

Potential regulatory challenges in the EU for water quality sector.

Supply chain vulnerabilities affecting precision instruments sourcing.

Differentiation

Danaher's Danaher Business System drives continuous improvement and superior financial performance.

The acquisition of Cytiva enhances Danaher's capabilities in the biopharmaceutical sector.

Danaher's advanced purification technologies meet increasing demands for sustainable water management.

Upsides

Danaher's investment in AI-driven healthcare solutions boosts its diagnostics capabilities.

Cytiva acquisition expands Danaher's market share in the biopharmaceutical sector.

Point-of-care testing demand drives growth for Danaher's diagnostic tools and software.

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