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DIRECTOR OF MARKETING & CUSTOMER SERVICE

Position Summary:
The Director of Marketing & Customer Service is a bright, energetic marketing professional responsible for leading all marketing and service efforts to ensure overall competitive positioning in the healthcare marketplace and customer service excellence. Develops and executes comprehensive marketing organizational and operational strategies and tactics to achieve optimal financial performance, cost efficiency, business growth, and quality performance, clinical superiority and market leadership. The successful candidate will have a proven track record identifying customer needs and converting that information into compelling offerings, messaging, pricing strategies, training, and go to market tactics. The Incumbent has the responsibility to work with team members to provide superior customer service to company clients, consumers and customers. Designs customer service programs to support clients and represents the company customer initiatives. Additionally, the Director of Marketing & Customer Service is responsible for building positive relationships with work teams throughout the organization.

Competencies & Essential Duties:

Marketing:

1. Ability to create a compelling marketing vision and energize others toward that vision.
2. Translate marketing vision into tactical plans of action and execute to those plans.
3. Lead brand awareness and recognition efforts.
4. Conduct segment, channel and consumer based research studies in support of marketing efforts.
5. Collaborate with other internal groups to develop and maintain a strong web presence and strategy; “tell the company story” in an engaging / exciting style.
6. Collaborate with other internal groups to support Public Relations, Advocacy, and Communications initiatives.
7. Manage outside vendors representing the company in a positive but strong position.

Customer Service:

1. Create and implement a system to measure and track customer satisfaction.
2. Establish, implement and monitor Customer Service policies, procedures, plans, and programs.
3. Identify initiatives that can significantly improve services offered to customers and customer satisfaction scores.
4. Regularly evaluate client relationships and improve team performance and satisfaction programs.
5. Work closely with and coordinate other internal departments and respond to any issues that may arise.

Knowledge, Skills & Abilities:

• Ability to involve, motivate and lead others. Supervises service level employees including a service excellence coordinator.
• Top-quality mastery of marketing.
• Superior customer service principles and implementation of programs that support excellent service to patients, physicians, faculty, vendors, employees and consumers.
• Ability to proactively manage goals and priorities. Ability to continuously interact in a positive manner with multiple customers and employees face to face and over the phone.
• Solid leadership and management skills.
• Utilize tools to measure performance and determine effectiveness.
• Ability to build, lead and influence teams to maximize results using well-established interpersonal skills.
• Achievement motivated.

Prerequisites and Additional Desirable Qualifications:

• Master’s degree in Public or Hospital Administration and a combination of education and experience.
• A minimum of 7 years of mid to senior level marketing and customer service experience with a demonstrated ability to provide high levels of customer service.
• Experience working in the health care, hospital, or biomedical research industry.
• Demonstrated ability to provide high levels of customer service demonstrated by improving key business metrics and the development of methods and procedures.
• Strong interpersonal skills and the ability to model appropriate leadership behavior.
• A passion for customer service at all levels of an organization.
• Proven ability and history of analyzing service levels and implementing improvement standards.
• Exceptional verbal and written communication and presentation skills.

Salary and Benefits:
The client company offers competitive salaries and working environments. Benefits include company contributions into retirement program, medical / dental / vision insurance, flex dollars, health club membership, tuition assistance and training.

Contact Us:
We welcome diversity candidates. Interested / qualified candidates should submit their cover letter, resume and salary history to:

Candidates Email Confidential Resumes to: Candidate Email

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We wish you great success in your job search!

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