Marketing & Customer Service Manager

Westford, MA (Hybrid)

$110K/yr – $140K/yrSenior Level5+ years expFull time

Posted 9 hrs ago

Job Summary

Own regional marketing and customer service execution, leading teams, campaigns, and process improvements to drive demand, acquisition, and service excellence across Peak's regional markets.

Oversee regional marketing and customer service strategy and budgeting
Drive ROI through localisation and partner co-marketing
Develop local customer journey maps and monitor NPS and ISO compliance

Job Description

Responsibilities

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.
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

Requirements

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
Good working knowledge of NPS and customer service best practice
Grounded understanding and working experience of marketing strategy and tactical execution
Ability to get the best from your team
Ability to effectively present information and respond to questions from colleagues, customers and the media
Ability to solve practical problems
Experience in commercial and/or life sciences advantageous

Preferred

Experience in Zendesk advantageous
Experience working with customer service platforms such as Zendesk advantageous
Experience in commercial and/or life sciences advantageous
Living by the Peak Values - Put Customer First, Be Innovative, Stay Agile, Always Respectful, Show Pride & Passion

Peak Scientific

3.4 Glassdoor

Peak Scientific is a leading innovator in the design, manufacture and support of high performance gas generators for analytical laboratories. Established in the UK in 1997 near Glasgow (Scotland), where its corporate Headquarters, and high-tech manufacturing and R&D facilities reside, Peak Scientific boasts a significant local presence on every continent – including major operations in North America, China and India.With nearly two decades of experience in pioneering reliable gas generator technology, Peak Scientific develops market-leading nitrogen, hydrogen and zero air systems mainly for the field of LC-MS (Liquid Chromatography-Mass Spectrometry) and GC (Gas Chromatography).Our forte is in providing our customers with high quality, dependable gas generation solutions tailored to meet their specific laboratory demands. What differentiates us is our world class technical support and on-going service care throughout the generator’s lifespan, wherever you may be in the world.With varying flow rates, purities and pressures of gas generators, available with or without internal air compressors, Peak is confident to offer the complete solution to your total gas requirements. Our gas generators provide a safe and economical alternative to combustible bottled gas cylinders, offering a constant purity resulting in accurate analysis. Trusted globally, serving locally. There are over 400 people employed at Peak Scientific. Most people are based in our Glasgow (UK) HQ and manufacturing center of excellence where we design and manufacture laboratory gas generators and sell into over 120 countries globally. Increasingly, we are adding more overseas colleagues based in our offices in USA, India, China, Mexico, Brazil, South Africa, France, UAE, Australia and Japan.

Founded in 1997

Renfrew, Scotland, GBR

565 employees (15 in marketing)

www.peakscientific.com

1% recommend to a friend

1% CEO approval