Sr. Manager, Digital Customer Nurture

Job Title

Job Description

The Senior Digital Customer Nurture Manager will play a pivotal role in shaping the current and future direction of our global customer nurture capability and sits on the Global Digital Center of Excellence Leadership Team. A key aspect of this role will be working across our Health Systems Businesses and Regions to establish strategic partnerships that will enable and drive execution of key initiatives to achieve targeted impact.  Within digital customer nurture some of the most critical areas include email nurture programs covering the full customer journey pre- and post-sale, developing models to drive conversion and funnel velocity such as lead scoring, and creating innovative and meaningful ways to engage our installed base to drive retention, renewal, and upsell.  This role will leverage an understanding of the relevant technology stack as well as the suite of digital channels to form a comprehensive approach synergistic to the complete digital ecosystem.  As we scale this capability globally, this role will also lead establishing governance, standards, and best practices.

Your role:

• Establish a strategy and plan to support driving advancement of our Customer Nurture capability with Regions and Businesses to create impact pre- and post- sales via digital engagement.

• Successfully evolve a global and localized lead scoring model to help drive higher quality lead conversion, MQL volume and increase funnel velocity.

• Establish and share out best practices of Customer Nurture with global teams to drive standardization and impact in email nurture, while allowing for localized evolution based on customer needs.

• Recommend programs to increase the engagement of our database and to increase the number of contacts we can actively market to, partnering closely across teams and functions inclusive of IT.

• Leverage an understanding of our technology stack and our regional and business needs to partner with the Digital Center of Excellence and IT teams to evolve our technology to further enable driving greater outcomes.

• Proactively suggest and advocate for new digital features and functionality to support higher customer engagement rates across the E2E decision journey.

• Build a tailored strategy to engage our customer base to drive loyalty, retention and awareness to opportunities for upgrading or buying the latest innovations from Philips.

• Based on Voice of Customers and NPS data, provided recommendations to test, iterate, and optimize nurture track performance, partnering with our Insights and Analytics teams.

You're the right fit if:

• Bachelor’s degree, MBA preferred. Preferably in Digital Marketing, Marketing, Business Administration or a related field, and 7+ years of experience in Digital Marketing or similar. Healthcare technology marketing experience a plus.

• Strong leader, with sharp communication and storytelling skills.

• A passionate Customer Nurture advocate, who can inspire colleagues with their creative mindset (thinks outside the box) to develop strategies focused on both business conversion and loyalty.

• Ability to communicate business cases, strategy and roadmap to influence and advocate in a large, matrixed organization.

• Ability to deeply understand the interplay between Customer Nurture strategy and the tech stack/tools that enable that strategy to come to life; expertise in core Customer Nurture/Marketing Automation/CRM platforms/technologies required.

• Ability to cultivate innovation, drive digital and agile transformation, and act as a role model with customer focus, quality, integrity, teamwork, ownership, and continuous improvement.
   

How we work together
We believe that we are better together than apart. We believe that we are better together than apart. For this role it means working in-person at least 3 days per week.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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