Global Customer Experience (CX) Systems Manager

Employment Type: Full-time

Salary: $120,000 - $140,000 per year (eligible for bonus/incentive pay)

Location Type: [Not Specified]

Position Overview

At Beckman Coulter, the Global Customer Experience (CX) Systems Manager is a critical role responsible for leading the strategic development, optimization, and continuous improvement of our global customer experience technology ecosystem. This role focuses on building foundational processes and standard work, collaboration with regional stakeholders to create a global strategy and unified customer journey across all touchpoints, ensuring our systems work in harmony to deliver exceptional customer satisfaction and improved business outcomes for our clients within the healthcare industry.

This Global CX Systems Manager role will be the expert in leveraging platforms like Salesforce.com, Marketo, Sitecore, and Medallia to improve customer engagement and drive data-driven decision-making. They understand the importance of cross-functional collaboration and utilize analytical thought to identify innovative solutions, while maintaining compliance with healthcare industry regulations.

Responsibilities

• Strategic Leadership: Develop and execute a comprehensive customer experience technology strategy, ensuring seamless integration and optimization of key systems.
• Process Development & Standardization: Build and document foundational processes and global standard work for CX systems management, ensuring consistency and efficiency across all regions.
• Regional Collaboration & Global Strategy Implementation: Collaborate with regional teams to understand specific needs, align on global strategy, and drive successful implementation of global initiatives.
• System Optimization: Lead efforts to optimize system configurations and workflows, improving customer journey efficiency and effectiveness. Implement continuous improvement methodologies to identify and address roadblocks, driving ongoing enhancements to CX systems and processes globally.
• Data-Driven Insights: Utilize data analysis and reporting to track customer interactions and drive continuous improvement in customer experience.

Requirements

• Bachelor’s degree in marketing, communications, business, science, or related field with 9+ years of related experience, OR Master’s degree and 7+ years of related experience.
• Proven experience managing and optimizing CX systems like Salesforce.com, Marketo, Sitecore, and Medallia.
• Experience leading cross-functional projects in a matrixed global organization, preferably within a regulated industry (healthcare).
• Strong analytical and problem-solving skills, with the ability to lead others to solve complex problems.
• Understanding of data privacy regulations relevant to the healthcare industry.

Preferred Qualifications

• Salesforce and Sitecore certifications.
• Experience with marketing automation and CRM platforms.
• Ability to communicate difficult concepts and negotiate with others to adopt a different point of view.

Company Information

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve the [Company mission incomplete].

Benefits

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.

Note: The availability and modification of compensation and benefits are at the Company's sole discretion, consistent with the law.