Director Customer Loyalty and Engagement Marketing
Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.
Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.
For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.
About the role
As Cochlear continues to grow and service our customers, we are recruiting for a Director Customer Loyalty and Engagement Marketing in our Americas head office based in Lone Tree, CO. This role offers a hybrid work environment with a combination of in-office and remote work from home.
In alignment with our organizational principle of providing a safe work environment, employees of Cochlear are required to be fully vaccinated against COVID-19. The only allowable exceptions include qualifying medical and religious accommodation. Proof of your COVID-19 vaccination will be required prior to your start date.
To be successful in this role you’ll be able to demonstrate proven leadership abilities to achieve world-class levels of customer satisfaction. You will work collaboratively with cross-functional teams locally and globally to achieve commercial goals among customer segment by connecting products, services, and value to customer needs and industry trends. This leadership role is responsible for assuring consistency in messaging and ensuring the content and communication strategies align cross-functionally.
- Maintain detailed overview and management of customer touch points assuring consistency in messaging and ensuring the content and communication strategies align cross-functionally (volunteers, recipients, service teams, etc.).
- Represent the Voice of the Customer to ensure recipient product marketing programs and tactics help the brand connect with our customers.
- Identify and capitalize on opportunities for expanding our engagement strategies that drive high levels of consumer confidence and satisfaction and ultimately contributing to the regional engagement and revenue goals. Utilize data to identify opportunities and to monitor and report success.
To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:
- Bachelor’s degree required
- 10+ years of experience, including:
- Experience leading and directing a direct-to-consumer strategy
- Experience in both online and offline channels
- 5+ years of experience managing CRM in a multi-channel environment
- Experience implementing and managing a customer loyalty program
- Solid understanding of direct marketing principles and the integration of communication channels
- Relocation for this position is available if needed
Physical & Mental Demands
The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.
The work environment is an office environment, and a home/office environment and are representative of those an individual encounters while performing the essential functions of this job.
In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits. The Target Salary Range for this role is $164,000 – $168,000 per year, based upon experience, as well as a bonus of 17% of base salary.
The overall benefit program includes medical, dental, vision, life and disability, pet insurance, Employee Stock Purchase Plan, 401K Matching, PTO (vacation, holidays, floating holidays, sick and volunteer time off), tuition reimbursement, maternity and paternity leave, and wellness programs.
Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.
Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.