Head of Engagement Management


Date: 08/19/2019

Location: Indianola

The primary responsibilities of this role, Head of Engagement Management, are to: 

  • Development, leadership and execution of strategy and key projects to drive strategic goals and growth of the Engagement Management Organization for North America;
  • Partner with VP of SD and Managers in setting overall and business unit strategic goals, developing strategies based on business / customer dynamics and the creation of integrated strategic business plans;
  • Ensure EM strategic plans and objectives align with Bayer Radiology and Region Americas imperative initiatives, strategies, goals and objectives;
  • Assess overall design of EM organizational structure, capacity and efficiencies relative to policies and procedures, back-end systems / infrastructure, overall organizational construct, resource management, headcount analysis;
  • Develop analytical view of the EM organization, including overall and business unit metrics / KPIs, measurement and reporting mechanisms to communicate to ALT, USLT, USCLT and SDLT members with a focus on process improvement, lean six sigma methodologies to drive results, specifically revenue generation / recognition and overall PSO profitability;
  • Enhance cross-functional relationships with leadership teams from Sales, Service, Marketing, Finance, Legal, Human Resources, Training, Customer Support, NPD, Global counterparts to achieve financial, business and customer targeted goals and objectives;
  • Develop key external industry partner relationships, specifically those associated with OEMs, Informatics partners and industry associations to ensure the Bayer EM maintains best practices according to industry benchmarks;
  • Drive overall customer experience via alignment of EM roles and responsibilities across all internal / external customer-facing interactions, such as field sales, clinical and service representatives;
  • Determine and drive customer satisfaction initiatives and understanding of survey results at a EM national level.
  • Provide leadership and action to address specific and general customer feedback opportunities for improvement;
  • Drive new product engagement through stakeholder (internal / external) adoption of product and technology solutions to enable the optimization of EM process map, policies and procedures;
  • Monitor EM marketing, promotional materials, documentation and strategies to ensure appropriate definition of products, services and customer deliverables;
  • Act as lead EM manager monitoring and understanding our recurring revenue stream.

  • Learn more and apply below.