Thermo Fisher Scientific Director of Product Management, Customer Loyalty in Carlsbad, California

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Location/Division Specific Information

The Life Sciences Solutions Group (LSG) is one of six groups within Thermo Fisher Scientific and is an important part of the company’s total value proposition. With an innovative and broad life sciences portfolio, a strong presence at bench, best-in-class web and e-commerce channels, industry-leading on-site supply center coverage and one of the most technically experienced sales and support teams, LSG brings incredible core strength to the broader company.

How will you make an impact?

The Director of Product Management will lead a newly formed team that will transform how we engage with researchers in the life science community. This exciting role will be part of the team that develops and delivers a novel customer experience that will both delight our customers and drive loyalty and advocacy for the Life Science Division of Thermo Fisher Scientific.

In this role, you will lead a team of five marketing professionals responsible for innovation, evolution and overall lifecycle management for the Aspire™ member program (a customer loyalty program). The position reports to the Senior Director of Customer Loyalty and works closely with business and functional leaders, within the division and across the wider organization, as needed to deliver world class experience to our customers and drive growth for the organization.

What will you do?

  • Lead a team of 5 product benefit and platform managers responsible for program life cycle, driving new features and capabilities, benefit innovation and program expansion.

  • Deliver the vision and strategy for the Aspire™ Member Program to meet our KPI targets and regularly report to Senior Management on target performance.

  • Drive team to execute on program benefit innovation efforts, from concept through commercialization, including voice of customer research, definition of customer and product requirements and value proposition, management of new offering launches and sales training.

  • Accountability for the ongoing management and performance measurement of the Aspire™ program as part of the overall Loyalty Strategy and supports corresponding initiatives working closely with stakeholders across the wider organization.

  • Drive program goals and objectives. Review and propose revisions to benefits and policies to maximize member value and loyalty, maintain program competitiveness, and balance operational and cost impacts.

  • Work closely with the biosciences market development team to provide relevant content and support any marketing initiatives that will drive program awareness, enrollment, member engagement, and incremental revenue.

  • Lead team to outline program rules and implement key fraud & abuse prevention scenarios & mitigation strategies.

  • Manage loyalty benefit budget to ensure that program profitability goals are achieved.

  • Work closely with other Benefit Managers, Technical Support, eBusiness solutions and Product Management teams to ensure customer adoption success and conversion.

  • Responsible for multi-generational plan to continue to drive revenue for the program and profitable growth for the division.

  • Advocate product adoption as a key customer benefit across business units, regions and functions.

  • Manage other cross-business or loyalty initiatives leading to improved customer experience as needed.

  • Engage with executive and senior level managers across and within the division to ensure alignment with the division, business unit and marketing strategies.

  • Lead cross marketing team critical special projects, like branding or sales training optimization, with high visibility across the company.

To be successful, this professional must be comfortable working in a fast-paced, highly matrixed environment at a global level and collaborating with large cross-functional teams across the organization.

How will you get here?

Education

  • Bachelor’s degree in Marketing or Business desired, M.B.A. preferred.

Experience

  • 7+ years in a marketing role that includes extensive experience successfully implementing product management programs and plans.

  • 3+ years demonstrated experience with hiring and managing a team of marketing professionals.

  • Loyalty program experience is required.

  • Experienced with product development processes and product introductions into the market.

Knowledge, Skills, Abilities

  • Comfortable working in a fast-paced, highly matrixed environment at a global level and collaborating with large cross-functional teams across the organization.

  • Mastery of knowledge and leadership in the following key competencies: 4Ps (Product, Price, Promotion, Placement) and marketing mix, customer segmentation, value proposition and go to market program development and execution.

  • Excellent listening skills, the ability to clearly communicate verbally and in writing, and a general knowledge of operating plans as well as industry practices for promoting and selling similar products.

  • This position requires a very team-oriented approach and interacts with varying levels of internal and external personnel.

  • Strong professional networks and the ability to influence without authority are required.

  • Persuasive communication across a diverse group of stakeholders and presentation acumen, as well as analysis and reporting of results are required.

  • Strong marketing mindset and customer focus are essential.

  • Demonstrated ability to work across divisions and with consulting agencies to tackle business improvement problems.

At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.