Director, CRM and Customer Experience

Director, CRM And Customer Experience

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher's 15+ operating companies, our work saves livesand we're all united by a shared commitment to innovate for tangible impact. You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact innovating at the speed of life.

As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory's role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision makingwe are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.

Learn about the Danaher Business System which makes everything possible.

The Director, CRM and Customer Experience is responsible for establishing the business capabilities-based technology roadmap and strategies, architecture principals, standards, and best practices. The leader will drive the organization to deliver the core digital services supporting BEC customer journey, which include partnering with functions like field sales, service, Client Services Department (CSD), and end customers for the eCommerce / Web portal platforms. These include : Salesforce.com, Oracle Configure Price Quote (CPQ), Servicemax, eStore / PIM, and Sitecore support.

This position reports to the Chief Information Officer and is part of the IT Leadership Team located in Brea, California and will be an on-site role. In this role, you will have the opportunity to :

• Provide leadership and governance over Global IT Enterprise Architecture function lead a virtual Solution Architect team - in the annual business capabilities gap assessment and technology roadmap in support of commercial, operations, and end user productivity / collaboration technologies.
• Partner with senior IT and business leaders in the assessment, selection, deployment, sustainment and sunsetting of enterprise platforms and execution of digital transformation.
• Lead the overall technical strategy, design and implementation of CRM capabilities and integration of force.com to the enterprise application ecosystem for both Dx and LS stakeholders.
• Lead the overall technical strategy, design and implementation of Dx and LS eCommerce / eStore / PIM systems. Improve operational excellence of the Marketing and Web Order Management systems, increase the visibility into electronic commerce, enforce PCI-DSS and SOx compliance, and streamline web operations to improve OTD metrics and customer experience.
• Provide technical / functional leadership and oversight to members of the team on following activities : Development and maintenance of Customer-facing Identity management including Keycloak enhancements and processes / APIs that support eStore and Beckman Coulter's public facing applications including DxOne customer facing apps, IQAP, Learning systems and more.
• Develop an overall CRM and customer 360 strategy and roadmap meeting the needs of both Dx and LS stakeholders
• Work with other executives to prioritize initiatives and spending based on appropriate risk management and / or financial methodology with respect to eCommerce and IDM systems.
• Develop, maintain, and promote compliance with industry best practices in Web / eCommerce systems and processes.

The essential requirements of the job include : 20+ years with Bachelor's degree or 18+ years with Master's / Doctoral degree of relevant IT work experience with 6+ years managing people. Degree in the field of computer science or business administration. It would be a plus if you also possess previous experience in :

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

The annual salary range for this role is $210,000-270,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. This job is also eligible for bonus / incentive pay.

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

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.