Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

This role is full-time on-site position.

Position Summary: The Sr Manager, Digital Customer Enablement will be responsible for developing and implementing a division-wide digital strategy aimed at enhancing customer engagement and satisfaction through various digital channels. This role will apply divisional and corporate resources to accomplish key priorities that ultimately drive revenue and growth for the Genetic Sciences organization.

The success of this role as an individual contributor relies on the ability to effectively collaborate across teams and divisions, applying company resources to achieve strategic goals. The primary focus areas for this role include web and eCommerce platforms (thermofisher.com), eProcurement systems, and other digital tools. Ultimately, the incumbent will play a pivotal role in ensuring that the digital initiatives align with the organization's overall objectives and deliver measurable outcomes.

• Develop and complete digital strategies to improve customer engagement, happiness, and alignment with Genetic Analysis Division goals.
• Lead all aspects of adoption of corporate technologies like CRM systems, customer portals, and self-service platforms, ensuring streamlined customer interactions.
• Analyze customer data to identify trends and optimize strategies, demonstrating insights to drive business outcomes.
• Collaborate with global/regional marketing, sales, IT, and other departments to align digital efforts and customer-centric initiatives.
• Continuously refine digital processes, implement innovative solutions, and ensure alignment with customer needs.
• Lead staff training and develop resources to improve digital proficiency.
• Establish and supervise critical metrics to evaluate the success of initiatives
• Act as a customer advocate, ensuring digital tools and strategies meet expectations.

• Bachelor's degree in Digital Marketing, Business, IT, or related field; Master's preferred.
• 8+ years of demonstrated ability in digital customer enablement, customer experience, web/eCommerce, or similar roles in Life Sciences, Diagnostics, or Medical Devices.
• Shown success in implementing digital strategies in complex matrix organizations.
• Expertise in digital tools (CRM, customer portals, web/eCommerce, digital marketing, AI) in B2B settings.
• Strong analytical skills for interpreting customer data and driving improvements.
• Skilled in building relationships and influencing in matrixed, global environments.
• Excellent communication and presentation abilities.

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount