Henry Schein One LLC is seeking a Director, Post Purchase to lead strategies ensuring customers feel valued and enjoy a seamless experience after their purchase. In this B2B role, you will drive customer satisfaction, retention, and operational efficiency by partnering with teams across the organization.
What You'll Do
- Optimize and implement a comprehensive online post-purchase strategy that aligns with company goals and enhances customer satisfaction.
- Collaborate with marketing, customer support, and product teams to create cohesive post-purchase experiences.
- Analyze customer feedback and data to identify pain points and opportunities for improvement in the post-purchase journey.
- Design and oversee post-purchase touchpoints, including follow-up communications, feedback loops, and loyalty programs.
- Measure the impact of post-purchase initiatives on customer retention and satisfaction metrics.
- Lead and mentor a team dedicated to optimizing the post-purchase experience across all products and services.
- Stay updated on industry trends and best practices, making recommendations for continuous improvement in customer experience.
- Stay abreast of industry trends and competitor offerings to inform product decisions.
What We're Looking For
- Bachelor’s degree in business, Marketing, Product Management, or a related field.
- Proven experience in product management or customer experience roles with a focus on online post-purchase phases.
- Strong analytical skills with the ability to derive insights from customer data and feedback.
- Exceptional communication and interpersonal skills, with a friendly demeanor to engage with various stakeholders.
- Experience in leading cross-functional teams and managing relationships across different departments.
- Ability to think strategically and creatively to solve complex customer experience challenges.
- A passion for customer success and a commitment to continuous improvement in the customer journey.
- Typically 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience including proven experience in product management or customer experience roles with a focus on post-purchase phases.
Nice to Have
- Master's degree or global equivalent preferred.
- May hold two or more industry certifications.
- Legal & compliance awareness: Especially important in healthcare, etc. a plus.
- AI & emerging tech trends: Stay up to date with evolving digital technologies.
Team & Environment
Partners with cross-functional teams across product, engineering, logistics, customer service, and finance.
Benefits & Compensation
- Medical, Dental and Vision Coverage
- 401K Plan with Company Match
- PTO
- Paid Parental Leave
- Income Protection
- Work Life Assistance Program
- Flexible Spending Accounts
- Educational Benefits
- Worldwide Scholarship Program
- Volunteer Opportunities
- Compensation: $138,976 - $173,720
Work Mode
This role is onsite.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
