Senior Director, Service Marketing

About This Role

This role provides strategic leadership and operational oversight for the Service Marketing function within Global Customer Services (GCS) at BD. The incumbent will drive profitable growth, enhance customer intimacy, and achieve commercial excellence through innovative service solutions, strategic pricing, portfolio optimization, marketing, sales enablement, and comprehensive business management. You will serve as a key architect of global strategies that strengthen market position and deliver exceptional customer value.

Responsibilities

• Establish and govern pricing strategies in partnership with Finance, ensuring alignment across contracts, time & materials, and per diem services.
• Develop and maintain robust infrastructure, processes, and tools for price management, including CPQ systems, dashboards, and dynamic, data-driven pricing models.
• Champion customer experience initiatives to foster engagement and loyalty, monitoring and analyzing metrics (e.g., NPS, OSAT).
• Define and articulate compelling messaging for the entire GCS portfolio, leading global and regional marketing campaigns aligned with strategic business objectives.
• Implement integrated marketing strategies across digital and traditional channels, overseeing internal and external communications.
• Shape and evolve the global customer services portfolio, managing offerings throughout their lifecycle and driving adoption of digitally enabled solutions.
• Optimize sales processes, tools, and methodologies to enhance efficiency and effectiveness, embedding customer-centric principles into all sales strategies.
• Manage pricing governance, deal escalations, and complex multi-business-unit projects.
• Design and implement sales programs informed by rigorous performance analysis, monitoring regional performance to support service sales growth.
• Provide visionary leadership to a global organization, fostering a culture of accountability, collaboration, and high performance aligned with the GCS strategy.

Requirements

• BA or BS in Business Administration, Marketing, Engineering, Information Technology, or related field, or equivalent additional relevant experience
• Minimum of 12 years of experience in medical device installation or equivalent
• Excellent organizational and time management skills
• Exceptional communication and interpersonal skills, both written and verbal
• Ability to collaborate effectively with diverse teams, build trust, and influence others
• Proficiency in Microsoft Office Suite and other relevant software applications
• Proven strategic thinking and planning capabilities
• Strong commercial and financial acumen
• Deep customer-centric orientation
• Expertise in marketing and communications
• Proficiency in product and portfolio management
• Advanced sales management and enablement experience
• Data analytics and business intelligence proficiency
• Change leadership and digital marketing expertise

Qualifications

• BA or BS in Business Administration, Marketing, Engineering, Information Technology, or related field, or equivalent additional relevant experience
• Minimum of 12 years of experience in medical device installation or equivalent.

Nice to Have

• Lean Six Sigma experience, or similar CI improvement methodologies

Skills

* Required skills

Benefits