Ortho Clinical Diagnostics

  • Marketing Manager, Customer Experience

    Job Locations US-NJ-Raritan | US
    Job ID
    Job Country
    United States
  • The Company

    Ortho Clinical Diagnostics (Ortho) is a global leader of in vitro diagnostics.  Ortho serves two primary industries in the medical field: clinical laboratories, by producing platforms and assays that test for a variety of diseases, conditions, and substances; and immunohematology, by providing the means to ensure blood transfusion recipients receive appropriate and compatible blood.


    With a history of more than 75 years, Ortho is a pioneer in life-impacting advances in diagnostics. Worldwide across hospitals, hospital networks, blood banks and labs, Ortho’s high-quality products and services enable health care professionals to make better-informed treatment decisions. Headquartered in Raritan, NJ, Ortho Clinical Diagnostics has approximately 4,300 employees serving customers in more than 120 countries.


    Ortho is recruiting and retaining the best and brightest around the world. People, who are performance driven, want to make a difference and who help Ortho grow their leadership position in a changing marketplace. The power to reimagine starts with empowered people, who are empowered to grow and given the chance to succeed in ways they hadn’t thought possible before.


    Ortho’s purpose is simple: to improve and save lives with diagnostics. They do that by reimagining what’s possible. It’s what defines them. It’s the Ortho difference.


    Ortho is an independent company, sponsored by The Carlyle Group, one of the world’s largest and most successful investment firms. The company's executive leadership team has extensive diagnostic experience and a strong heritage of driving market change and innovation. Ortho is a strong brand with solid positions in attractive, growing segments and regions.

    The Career Potential

    Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That’s something we can all take pride in as we take this journey together.

    Ortho is known in the industry as a leader in customer service and support.  Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do.  It’s who we are.  If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

    The Opportunity

    As the company continues to grow, we are seeking a Marketing Manager, Customer Experience. This position is responsible for developing the strategy, business planning, execution, tracking, and course correction required to achieve the annual business plan for current customers and associate revenue across Ortho’s entire product portfolio. This is done through effective marketing programs and collaboration efforts related to retention, enhancement, and customer experience of existing customers.


    This position will be an active member of the marketing team and will collaborate with team members within the Customer Strategy marketing team as well as the rest of US marketing. This position will have significant involvement with the Marketing Manager OrthoCare to collaborate on successful identification, programs and tactics to enable market success. Additionally, this person will be responsible for collaborating with teams outside of US Marketing (business fields, supply chain, sales, 3rd parties) to form an effective and successful marketing strategy.



    The Responsibilities

    • 40%: Develop and maintain a strategic, marketing, and communication plan for retaining existing customers including: segmentation, targeting, positioning, development of annual operating plan as it pertains to retention and standard updates, development of programs and promotions, demand generation.
    • 20%: Lead and develop content and communication strategies for existing customers including touchpoint mapping and content specific to the existing customer market segment.
    • 15%: Significant involvement with the Marketing Manager OrthoCare to collaborate on successful identification, programs and tactics to enable market success.
    • 10%: Meeting frequently with sales team members to understand and improve success within existing customers to understand customer insights (both the sales teams and the end user)
    • 5%: Working collaboratively with entire US Marketing Team (such as Systems Strategy, Transformative Marketing, Business Fields, etc.)
    • 10%: Other relevant responsibilities

    The Individual


    • Minimum of a Bachelor’s degree is required
    • Graduate degree is strongly preferred
    • At least 10 years of experience in healthcare with preference for in vitro diagnostics (IVD) experience
    • Experience in marketing, communications and/or sales is required
    • Excellent leadership, strategic, communication and project management skills are required.
    • Travel approximately 25% is required
    • Work visa sponsorship is not available for this position


    Equal Opportunity

    Ortho Clinical Diagnostics believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Ortho Clinical Diagnostics is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at orthorecruiting@orthoclinicaldiagnostics.com.


    Supplemental Poster


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