Marketing Manager
IDEXX Laboratories - Westbrook, ME

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Marketing Manager - 10113681-20121217


      IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 5,000 people and offers products to customers in over 100 countries.

      This role will be support the IDEXX Digital Imaging organization. The customer experience marketing manager will be the commercial interface working closely with all customer facing organizations with the exception of Sales (customer support, IC’s, FITs, ABT, marketing, etc.) ensuring appropriate prioritization of tasks, implementing improvement initiatives and tracking/providing feedback on initiatives success. The responsibilities will also identify opportunities for synergies with other LOBs and functions. The primary focus will be to support customer retention and service assurance with an end goal of exceeding our customers’ expectations to distinguish IDEXX Digital Imaging in the marketplace as measured by customer retention metrics and NPS results.

      PRIMARY DUTIES AND RESPONSIBILITIES: · Support and lead process requirements/issue definition and resolution, through participation in cross-functional teams.
      · Execution of tactical programs/projects through cross-functional leadership.
      · Tracking, administering, and analyzing selected customer retention and service assurance programs and metrics.
      · Support training and communication through participation in cross-functional teams, issuing program updates, monitoring and maintaining tools and processes.
      · Manage documentation revisions and assist in the development of new CFO documentation as new products or processes are implemented.
      · Identify future process or product improvements through participation on cross-functional teams.
      · Develop and implement qualitative and quantitative market research in order to evaluate and improve customer satisfaction, increase customer loyalty and to strengthen the market position and improve NPS.
      · Work under general supervision with latitude for independent judgment
      · Solve problems independently and assume responsibility as appropriate
      · Other duties as assigned.
      EDUCATION : · Bachelor’s Degree in Business, Marketing or Science, or a related discipline · MBA preferred · Veterinary or Radiology background a plus

      EXPERIENCE : · Minimum 4-6 years customer facing experience (customer support/sales/veterinary technician) · Minimum 2-4 years relevant work experience in veterinary field preferred
      REQUIRED SKILLS AND ABILITIES : · Strong analytical and modeling expertise
      · Ability to develop deep understanding of customer needs.
      · Must be capable of leading cross-functional teams.
      · Ability to interact with multiple levels of management, various functional departments and externally with customers
      · Collaborative team player – able to build support from other parts of the organization.
      · Analytical and conceptual thinking skills; ability to anticipate and resolve issues
      · Strong attention to detail.
      · Ability to make decisions – understanding of when to seek guidance.
      · Excellent written and oral communication skills – able to make convincing case for customer experience improvements.
      · Ability to prioritize, maintain focus, and manage multiple projects
      · Demonstrated initiative and drive with ability to work independently.
      · Capable of managing and prioritizing large number of tasks during various stages of project/process development and execution.
      PHYSICAL DEMANDS: · Extensive sitting, phone and computer use
      · Some travel will be required
      WORK ENVIRONMENT : · General office environment

      No unsolicited Employment Agency resumes are accepted.


      Job - Marketing
      Primary Location - Americas-United States-Maine-Westbrook ME
      Organization - Digital Product Marketing - 30000592
      Schedule - Full-time
      Overtime Status - Exempt
      Job Posting - Dec 19, 2012, 12:29:51 PM

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      IDEXX Laboratories, Inc. (NASDAQ: IDXX) is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a...