Marketing & Customer Service Manager
Westford, MA - Hybrid role, 3 days onsite
Estimated Annual Base Salary: $110,000-$140,000
Peak Scientific
PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performance nitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.
Job Overview
Responsible for operational execution of marketing and customer service strategy, providing day-to-day management, prioritisation and resourcing of regional marketing and customer service teams and manage the implementation of PEAK International Group brands’ messaging and regional brand identity. Ensure marketing effectiveness and customer service best practice adhered to, supporting regional business objectives and driving regional sales through demand generation, customer acquisition and best-in-class customer service. Execute planned marketing activities including, but not exclusive to events; online/offline promotion; co-marketing with key partners and localised advertising, executed to deliver maximum ROI.
Key Duties
- Manage regional function, supporting with necessary training and with effective objectives in line with strategic direction from General Manager and Group Head of Marketing
- Lead promotional activities to drive awareness of PEAK Group products within target markets
- Monitor and ensure regional business unit compliance with ISO:9001 2015 standard operating procedure for complaint and feedback handling
- Discover root cause and implement resolutions working closely with key stakeholders to achieve successful outcomes for customers and prevent reoccurrence
- Monitor and drive local internal understanding of Net Promoter Score, best practice customer service and Zendesk adherence
- Develop local customer journey mapping, creating recommendations and action improvements to enhance the overall customer experience
- Report complaints, NPS and resolutions to General Manager and key internal stakeholders
- Drive demand generation and new customer acquisition, working closely with regional sales
- Gather and distribute relevant market, competitor and customer intelligence to key internal stakeholders using data effectively to drive marketing effectiveness
- Develop marketing localisation to suit key regional markets and channel partners
- Deliver maximum ROI from regional marketing budget in line with set KPIs and objectives
- Reporting of regional marketing KPIs and activities to senior management
- Engage proactively with key external stakeholders unlocking collaborative marketing opportunities and business intelligence
- Foster strong working relationships with internal functions as well as regional and group teams, encouraging interactions at all levels to ensure effective support and business cohesion
Team Management
- Monitor and manage work level and performance standards (including but not limited to marketing KPIs, PDO attainment, attendance, conduct, expense control, etc.)
- Ensure all unauthorised/unplanned absences are effectively managed
- Motivate and encourage your team to realize their full potential and delivering on PDOs
- Proactively manage and monitor individual and team performance to ensure work objectives and standards are achieved and formally address sub-standard performance quickly and constructively, in line with policy
- Actively seek to develop the skills and capabilities of the team addressing any skills gaps identified
Key Skills
- Experience in Marketing and/or Customer Service Management role for min 5 years
- Technical ability to oversee current activity and drive progress
- Experience working to ISO:9001 2015 standards and complaint procedures beneficial
- Experience working with customer service platforms such as Zendesk advantageous
- Good working knowledge of NPS and customer service best practice
- Strong organizational skills and close attention to detail
- Ability to effectively present information and respond to questions from colleagues, customers and the media
- Ability to solve practical problems
- Grounded understanding and working experience of marketing strategy and tactical execution
- Ability to get the best from your team
- Experience in commercial and/or life sciences advantageous
Living by the Peak Values
- Put Customer First, keep customer needs at the heart of every decision and action
- Be Innovative, always curious and open to new ideas and better ways of doing things
- Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
- Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
- Show Pride & Passion, be proud about what we do and enjoy our work
Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.