At a Glance
- Tasks: Lead marketing and customer service strategies to enhance brand identity and drive sales.
- Company: Join PEAK Scientific, a global leader in nitrogen generation technology.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic team environment focused on collaboration and personal development.
- Why this job: Make a real impact by putting customers first and driving innovative marketing solutions.
- Qualifications: 5+ years in marketing or customer service management with strong organisational skills.
The predicted salary is between 87750 - 107250 £ per year.
Westford, MA - Hybrid role, 3 days onsite
Estimated Annual Base Salary: $110,000-$140,000
PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performance nitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.
Job Overview
Responsible for operational execution of marketing and customer service strategy, providing day-to-day management, prioritisation and resourcing of regional marketing and customer service teams and manage the implementation of PEAK International Group brands’ messaging and regional brand identity. Ensure marketing effectiveness and customer service best practice adhered to, supporting regional business objectives and driving regional sales through demand generation, customer acquisition and best-in-class customer service. Execute planned marketing activities including, but not exclusive to events; online/offline promotion; co-marketing with key partners and localised advertising, executed to deliver maximum ROI.
Key Duties
- Manage regional function, supporting with necessary training and with effective objectives in line with strategic direction from General Manager and Group Head of Marketing
- Lead promotional activities to drive awareness of PEAK Group products within target markets
- Monitor and ensure regional business unit compliance with ISO:9001 2015 standard operating procedure for complaint and feedback handling
- Discover root cause and implement resolutions working closely with key stakeholders to achieve successful outcomes for customers and prevent reoccurrence
- Monitor and drive local internal understanding of Net Promoter Score, best practice customer service and Zendesk adherence
- Develop local customer journey mapping, creating recommendations and action improvements to enhance the overall customer experience
- Report complaints, NPS and resolutions to General Manager and key internal stakeholders
- Drive demand generation and new customer acquisition, working closely with regional sales
- Gather and distribute relevant market, competitor and customer intelligence to key internal stakeholders using data effectively to drive marketing effectiveness
- Develop marketing localisation to suit key regional markets and channel partners
- Deliver maximum ROI from regional marketing budget in line with set KPIs and objectives
- Reporting of regional marketing KPIs and activities to senior management
- Engage proactively with key external stakeholders unlocking collaborative marketing opportunities and business intelligence
- Foster strong working relationships with internal functions as well as regional and group teams, encouraging interactions at all levels to ensure effective support and business cohesion
Team Management
- Monitor and manage work level and performance standards (including but not limited to marketing KPIs, PDO attainment, attendance, conduct, expense control, etc.)
- Ensure all unauthorised/unplanned absences are effectively managed
- Motivate and encourage your team to realize their full potential and delivering on PDOs
- Proactively manage and monitor individual and team performance to ensure work objectives and standards are achieved and formally address sub-standard performance quickly and constructively, in line with policy
- Actively seek to develop the skills and capabilities of the team addressing any skills gaps identified
Key Skills
- Experience in Marketing and/or Customer Service Management role for min 5 years
- Technical ability to oversee current activity and drive progress
- Experience working to ISO:9001 2015 standards and complaint procedures beneficial
- Experience working with customer service platforms such as Zendesk advantageous
- Good working knowledge of NPS and customer service best practice
- Strong organizational skills and close attention to detail
- Ability to effectively present information and respond to questions from colleagues, customers and the media
- Ability to solve practical problems
- Grounded understanding and working experience of marketing strategy and tactical execution
- Ability to get the best from your team
- Experience in commercial and/or life sciences advantageous
Living by the Peak Values
- Put Customer First, keep customer needs at the heart of every decision and action
- Be Innovative, always curious and open to new ideas and better ways of doing things
- Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
- Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
- Show Pride & Passion, be proud about what we do and enjoy our work
PEAK Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.
Marketing & Customer Service Manager in Erskine employer: Peak Scientific, Inc.
At Peak International Group, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. Our Frankfurt office provides employees with opportunities for professional growth through continuous training and development, while also enjoying the benefits of a supportive team environment. With the chance to engage with diverse stakeholders across EMENA and travel to various locations, this role promises a rewarding career path in finance.
StudySmarter Expert Advice🤫
We think this is how you could land Marketing & Customer Service Manager in Erskine
✨Show Your Creative Side
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✨Attend Industry Events
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We think you need these skills to ace Marketing & Customer Service Manager in Erskine
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Peak Scientific, Inc.. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Peak Scientific, Inc.:Show us that you’ve done your homework! In your application, briefly mention what you admire about Peak Scientific, Inc.’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Peak Scientific, Inc.
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✨Be Ready for Scenario-Based Questions
At Peak Scientific, Inc., they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
